Central SDS Officer

1 month ago

Mumbai, India LRQA Full time

The Service Delivery Support Team is the interface between surveyors, sales and external clients. Ensuring we deliver a high quality service to the needs of our assigned internal and external clients is at the core of all we do. This is achieved by working closely in a (virtual) team with Surveyors and Team Leaders from the operational side as well as Sales team members and Central Support Services.

As the Global Service Delivery Support Manager, you will work with the IMT and ASDSMs, to coordinate, support and roll-out new initiatives. You will lead a team to investigate process improvements, partnering with the central Quote to Cash team, to enhance the productivity and efficiency in back-office processes of Inspection Services.

You will ensure that your team complements the Area SDS to deliver and maintain an effective, competitive, compliant and smooth end to end service across their area of responsibility , to our clients within agreed or reasonable timescales in line with local and global requirements, business plans and strategies with a particular focus on;

• External Focus : Devising and driving transactional sales and customer experience targets for your team.

• Planning : Driving superior levels of utilisation

• Process : Delighting our clients by driving your team to deliver a timely, high-quality, end-to-end service including the managing of customer complaints/disputes, resulting in superior levels of customer experience.

Note: The implementation of the Step Up implies transitioning to new ways of working, using new systems and applying new processes and procedures. This role profile outlines the vision of how the Service Delivery Support Team will likely operate in the future but acknowledges that each area and team will have different levels of maturity, capability’s and indeed critical mass depending on the volume of work they will be processing. To this end, the role profile is intended as a guide with the assumption that the composite team will deliver the results and capabilities required to ensure the end to end service and KPI’s required by the Service Delivery Support team.

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