Regional Program Support Manager - China

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.

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.

What do we do?

We help our clients negotiate a rapidly changing world, by working with them to manage and mitigate the risks they face. We serve a wide variety of industries, with a core focus on Food & Beverage, Consumer Goods, Transportation & Mobility, Technology & Telco, Construction & Manufacturing, Energy and Renewables and Chemical & Processing.

Our products and services range from independent third-party auditing to certification and training; we also offer consultancy services, real- time assurance technology and data-driven supply chain transformation programs. our innovative end-to- end solutions help our clients shape their own future, rather than letting it shape them.

LRQA currently operates across 51 countries, has more than 2,500 colleagues, generates around £350m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

The next chapter for LRQA

As the preferred assurance partner for our clients, we are relentless in helping them respond to the era of Assurance 4.0.

Our decades of sector expertise in assuring assets and management systems, ensuring product integrity, responsible sourcing, navigating the energy transition and achieving net zero, and strengthening cybersecurity maturity will help them to anticipate, mitigate and manage risk wherever they operate, freeing them to focus on growth..

With solid expertise and heritage in our sector, coupled with well-timed accelerated investment and a leadership team that is fully committed to delivering our vision, LRQA’s next chapter is set to be an exciting, transformational period of growth. We’re well placed to build on everything we’ve done and further our ambitions for the future. At such an exciting time key talent is critical, and this role is a great opportunity to be part of our next chapter.

Role Purpose

A leader within the LRQA commercial function that manages a team of Program Managers and Program Support teams within a regional structure. You are accountable for ensuring that the full portfolio of services agreed with our strategic accounts and other key clients, is delivered to clear KPI’S.  You will lead your team and continually develop their problem-solving skills, tenacity and commercial acumen. Whilst your role and that of your team is to ensure we deliver in a way that meets and exceeds our clients’ expectations, you will also focus on achieving a revenue target for each client, by ensuring all services are delivered in the most optimal way, focusing on client satisfaction and identifying opportunities to deliver growth, working closely with the account managers. Your team will manage clients directly who have contact points within your region and support growth working alongside the GSAM team.

The role is accountable for the professional onboarding of large clients located in your region into LRQA, using a project management approach to maximise revenue and ensure all supporting functions are trained to deliver against client requirements.

As a commercial leader, you will use your influence across other LRQA teams and business unites to deliver against agreed KPI’s for existing contracts, troubleshooting and escalating issues where needed. Their team will also support niche growth opportunity accounts, onboarding and supporting them while they grow, before handing over to Operations.

Key Responsibilities

• Lead a team of client facing program support professionals, to effectively and efficiently deliver services, focused on client satisfaction and revenue growth;
• Monitor team performance against client requirements, tracking KPI’s for clients within the region and escalating where required to resolve with other departments;
• Monitor NPS survey results for strategic accounts, effectively troubleshoot delivery issues, working with Client operations to solve complaints and maximise client satisfaction;
• Support development of a pipeline of revenue growth opportunities for Strategic and growth clients within region by overseeing existing work, driving towards an annual revenue target aligned with the account managers;
• Oversee the onboarding of large clients within their region, giving a seamless transition from a project managed set-up phase to an on-going BAU with a named program manager/support;
• Work closely with the account management team to deliver an annual plan of service delivery for the region, overseeing the support of their team against commitments;
• Create and maximise the use of digital tools to effectively implement technical processes on 2nd Party schemes where relevant to the client. Assist in development of clients customised 2nd Party schemes and reporting processes;
• Directly manage smaller, growth opportunity accounts within the team, developing support processes to ensure they are built to succeed. Hand-over to Account Management and Client Operations when required;
• Lead solution development across LRQA business units that best address customer needs, coordinating the involvement of all necessary LRQA personnel that work with the client;
• Provide support for team members in senior level meetings with clients;
• Ensure all KPI and performance reports and insight summaries are available on time, for formal client business reviews;
• Deliver the following KPI’s through great teamwork, collaboration and early escalation of issues:
  • 100% of annual revenue target for Strategic Clients within the region
  • Increase in NPS by agreed percentages each year, for strategic and directly managed accounts within region
  • Annual targeted revenue growth from expansion of services (e.g. increase in sites/no. of days, introduction of additional products, cross-sell) as defined in the strategic account plan
  • On time delivery of on-boarding projects within region – revenue target YOY
  • KPI’s achieved and/or clearly escalated for your named list of Clients
  • Program specific client KPI’s achieved
• Keep abreast of industry wide developments to ensure LRQA remains customer relevant and innovative.

Key health & safety responsibilities:

Eliminate or minimise employee exposure to risks by regularly reviewing the health and safety risk register, applying appropriate controls, communicating results of risk assessments, and ensuring health and safety is considered in the planning and execution of all LRQA activities.

Manage your own, and your team’s, compliance with health and safety rules, instructions, systems and legal requirements to ensure employees are suitably trained and adequate resources are available to work safely.

Technical / Professional Qualifications / Requirements:

• Essential - Line management of team within a commercial function. Ideally experience of managing remote team across multiple geographies and time zones
• Essential - 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;
• Essential - Experience of working in a client facing commercial environment, including KPI and reporting, at a senior level
• Essential - Experience of managing and leading teams with a proven track record in developing and motivating team members (including driving achievement of KPIs and Client satisfaction)
• Essential - Excellent communication skills in both written and verbal English; Regional languages where appropriate
• Desirable - Advanced IT skills including SAP/Excel/PowerBI etc
• Desirable - Proven ability to troubleshoot complex issues and take account ability for solutions

Keywords

Program SupportClient ManagementRevenue GrowthTeam LeadershipCommercial AcumenHealth and SafetyComplianceCommunication SkillsIT SkillsTroubleshooting