Senior Planning Advisor

Job ID:42843
Location:Mumbai: Solitaire Corporate Park
Position Category:Customer Service
Position Type:Employee Regular

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.

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, from food, beverage and hospitality to automotive, aerospace and transportation.

From independent third-party auditing, certification and training; to consultancy services; to real- time assurance technology; to data-driven supply chain transformation, 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 £315m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

The next chapter for LRQA

The future of business assurance is exciting and rapidly changing. New challenges and opportunities are arising all the time. We're adapting to these challenges by expanding our portfolio of services and aiming to become the leading digitally enabled assurance provider.

In November 2021, Goldman Sachs Asset Management acquired the LRQA business from Lloyd's Register Group, of which it had previously been a part. Becoming an independent business accelerates our ambition to realise this vision. We will now be able to:

• Invest in customer excellence.
• Build on strong foundations to lead the digital transformation of assurance.
• Invest to enhance our products and services.
• Accelerate the growth of the business and deliver on our sustainability strategy.

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:

• Proactively responds to complex customer queries as required and supports less experienced colleagues..
• Responsible for planning complex visits/activities, ensuring the right assessors are being used and optimised in the right place, and at the right cost to achieve utilisation targets and compliance with accreditation requirements.
• Supports less experienced colleagues as coach and encourages knowledge management.

Key Responsibilities:

• To plan complex visits/activities in line with or ahead of agreed business SLAs (ensuring utilisation of FTE colleagues vs subcontractors is optimised and that travel time, downtime, assessors under training, assessor competencies/ activity codes, usage of subcontractors is in line with or ahead of budget, and compliant with external accreditation requirements).
• Provide a high level of specialist support to deliver a professional and responsive service to internal and external clients. This will include communicating the details of planned visits/activities to Assessors and ensuring contractual requirements and customer expectations are understood.
• Follow the RFAT process (both requesting office and receiving office) providing ample notice and correspondence aligned to agreed timescales, supporting the prioritisation of key accounts.
• Guide the customer to the portal for basic customer queries and encourage less experienced colleagues to promote greater uptake and awareness of the tool.
• Responsible for the accuracy and completeness of data in BA&IS systems (in line with internal procedures, contractual requirements, cost structures and budget constraints) within or ahead of agreed SLAs to support smooth delivery our services. Make sure that any changes to contracts are accurately reflected (E.g. site locations, prices, key contacts, product scope etc.
• Build and maintain excellent relationships through proactive communication and action, ensuring contractual requirements and customer expectations are understood and refer opportunities for new business as appropriate. Maintain briefing notes to support the co-ordinating of activities to assessors/ lead assessors.
• Proactively respond to queries within or ahead of agreed SLAs and escalate service delivery issues as appropriate to the relevant manager. Proactively identify and propose improvements to processes and procedures.
• Proactively carry out complex tasks at the request of managers and proactively contribute to team meetings and initiatives.
• Mentor less experienced colleagues and share knowledge of BA&IS's products, processes and designated customers. Liaise with and provide support to other offices/ departments as may be required.
• Develop a thorough understanding of BA&IS products, services, systems and processes.

Technical / Professional Qualifications / Requirements:

• Degree (Bachelor/ Master) with a minimum of 5 years of work experience in Client Management preferably in a service industry.
• Strong communication, interpersonal and relationship-building skills
• Take responsibility for delivery customer needs
• Ability to proactively understand and assess issues, devise solutions and see them through to resolution
• Build and support teamwork, engaging actively and supporting others
• Proficiency in MS Office – a must

• Good command over English (written as well as spoken)

• If you are successful in securing a role with us, you will be subject to pre-employment checks, depending on the legal requirements and practices in your country of employment.

Diversity and Inclusion at LRQA:

We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team

LRQA is a leading global assurance provider. The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).