Who are LRQA?

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection and training.
LRQA代表着对客户的奉献，市场***，以及在风险管理方面的深厚专业知识。我们已经成长为全球领先的保证提供商，汇集了认证，定制保证，网络安全，检查和培训方面的杰出专业知识。

While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.
虽然我们为我们的传统感到自豪，但真正重要的是我们今天的样子，因为这决定了我们和我们的客户明天会成为什么样的人。通过坚持我们共同的价值观，结合数十年的集体经验，我们支持我们的客户建立一个更安全、更可持续的未来。

Responsibilities岗位职责:

a) Serve as the client’s primary contact to proactively manage effective delivery of services, overseeing day to day operations to maximise and grow annual revenue.
作为客户的主要联系人，积极主动地管理有效的服务交付，监督日常运营，以***限度地提高年收入。

b) Accountable for the on-going monitoring of quality of services globally, tracking agreed KPIs to be presented regularly to the client. Internal tracking against revenue and growth targets set for the account.
负责全球服务质量的持续监控，跟踪定期向客户提交的商定kpi。根据为客户设定的收入和增长目标进行内部跟踪。

c) Work closely with the Strategic Account Manager team to architect an annual plan of service delivery, communications, and formal reviews to clients, including reporting agreed performance indicators to their senior stakeholders.
与战略客户经理团队密切合作，为客户制定年度服务交付、沟通和正式评估计划，包括向高级利益相关者报告商定的绩效指标。

d) Owner of the annual delivery plan – oversee, influence and review the resourcing of personnel, making sure client ops and auditors’ actions are progressing in order to meet account performance objectives and customers’ expectations.
年度交付计划的所有者-监督，影响和审查人员资源，确保客户运营和审计人员的行动取得进展，以满足客户绩效目标和客户期望。

e) Add insight to outputs from services delivered by LRQA, using their client knowledge and technical expertise to identify potential areas of risk and opportunities. Responsible for the development and roll out of new services once agreed.
利用他们对客户的了解和技术专长，为LRQA提供的服务增加洞察力，以识别潜在的风险和机会领域。一旦同意，负责新服务的开发和推出。

f) Responsibility for the development and effective implementation of technical processes on 2nd Party schemes where relevant to the client. Assist in development of clients customised 2nd Party schemes and reporting processes.
负责开发和有效实施与客户相关的第2方方案的技术流程。协助开发客户定制的第三方方案和报告流程。

g) Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary LRQA personnel that work with the client.
领导解决方案开发工作，***地满足客户需求，同时协调与客户合作的所有必要的LRQA人员的参与。

h) Identified for inclusion in on-boarding projects for new clients, taking ownership from day 1 of contract deliverables. Creating governance documentation to ensure client requirements are universally embedded and understood.
确定纳入新客户的入职项目，从合同交付的***天起取得所有权。创建治理文档以确保客户需求被普遍嵌入和理解。

i) Keep abreast of industry wide developments to ensure LRQA remains customer relevant and innovative.
紧跟行业发展，确保LRQA保持与客户的相关性和创新性。

j) Make sure NPS surveys (potentially tailored to the client) response rates reflective of client engagement. Effectively troubleshoot any delivery issues, working with Case Handlers to solve complaints and maximise client satisfaction.
确保NPS调查（可能针对客户量身定制）的回复率反映客户参与度。有效地解决任何交付问题，与案件处理人员一起解决投诉，***限度地提高客户满意度。

k) KPI’s
100% of available contract revenue defined for each FY62
每个财政年度合同收入的100%

X% revenue growth from expansion of services (e.g. increase in sites/no. of days, introduction of additional products, cross-sell) as defined in Key Account Plan shared with SAM/GAM62
服务扩展带来的收入增长X%（例如站点数量的增加）。在与SAM/GAM共享的大客户计划中定义的（天，引入额外的产品，交叉销售）

Abide by year planning cycle and ensure consistency of proposed and confirmed planning as defined in Project Plan – x% of days confirmed 6m in advance, x% proposed 9m in advance62
遵守年度计划周期，并确保项目计划中所定义的建议和确认计划的一致性- x%提前600天确认，x%提前900天建议

Increase in NPS by X% YOY or NPS of XX by year end62
国民年金同比增长X%或年底国民年金增长XX %

Client Ops Group 1 KPI’s achieved (evidence of escalation)62
客户运营***组KPI的实现（升级的证据）

Program specific client KPI’s achieved62
项目特定客户KPI的实现

Requirements 要求:

a) Experience of working in a client facing commercial environment, including KPI and reporting62
在面向客户的商业环境中工作的经验，包括KPI和报告

b) Bachelor degree and 4+ years of experience, with at least 2 years of experience in the relevant Certification/TIC industry, or experience in relevant technical arena either for a brand/retailer or service provider;
本科学历，4年以上工作经验，其中至少2年相关认证/TIC行业工作经验，或在品牌/零售商或服务提供商的相关技术领域工作经验；

c) Excellent communication skills in both written and verbal English;62Regional languages where appropriate
优秀的英语书面和口头沟通能力；62区域语言（如适用）

d) Excellent IT skills including SAP/Excel/PowerBI etc
优秀的IT技能，包括SAP/Excel/PowerBI等

e) Proven ability to troubleshoot complex issues and take account ability for solutions62
具备解决复杂问题的能力，并考虑解决方案

f) Sector specific experience in RS/Labour compliance/Management Systems/Quality management
在RS/劳工合规/管理系统/质量管理方面具有特定行业经验