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Overview / Purpose of the position 

To manage the workload, forecast booking of work and resource plan to optimise the utilisation of operational resource through the distribution of work across the region to achieve the delivery targets. 

Responsibilities & Accountabilities 

Develop a client services function for the business to support growth and efficient delivery in JAPAN. Develop an operations resource requirements plan (who, where, when) to meet business and customer requirements efficiently and effectively. Management of the Operational interface between client services, sales, finance, technical, and business sectors. Ownership, creation, dissemination, and ongoing monitoring of the short- and long-term baseload forecast and delivery plan. Develop and implement the planning process to efficiently balance the workload across BSI internal resources (Internal Auditors) and external resources (Associate Auditors). Ensure multidisciplinary skill and training for client services officers to be able to function in all sectors across JAPAN.  Lead, develop and monitor delivery of work to meet the business requirements and deliver the associated P&L. Coordinate with global and regional teams to ensure alignment in service delivery standards and client satisfaction. Conduct contract reviews of closed won business on the capacity/assignment aspects to ensure the work can be delivered in line with the contract to meet customer expectations. Identification of the requirements for additional resource and provide information to Operations and Technical Management to ensure requirements are reflected in recruitment activities and through workload balance programmes. Recruit, train, coach, develop, motivate and performance manage to ensure the effective delivery of customer services to the highest quality, and compliance with operational and administrative procedures and service level agreements. Assign Assessors/ Consultants to contracts and visits in line with the planned work to ensure that required utilisation levels are met. Provide excellent client service as a point of contact and escalation for BSI clients in JAPAN. Plan and allocate resource for new, large-scale  complex clients and providing support to existing Key Account Team/Sales in delivering planning. Managers in programming and delivering work. Working with sales on identification of resource needs for product development and planning the resourcing of products that are new to the market. Implementing action to balance and book JAPAN workload to optimum levels to deliver required number of budgeted days. Resolution of all resource requirements as required including the resolution of resource requirements on new complex and large scale work. Business reporting on delivery, forecasting, new business management, recruitment budget and new work management. Proactively identify potential risks and understand & meet clients’ need to minimize client’s attrition. Actively communicate with clients for renewal and extension Set up & develop performance objectives & development objectives for the CRM team. Monitor the CRM team to provide effective and efficient scheduling result. 

KPI 

Company MOP Revenue Client retention Targets for booked and un-booked days/ audits Targets for booking in advance Maintenance of workflows Reporting of forecast bookings, budget, and baseload Team engagement  

Person Specification 

Min 10 years’ knowledge and experiences customer service management and preferably in management system. More than 3 years’ experience in managing team.  Strong communication and organizational skills Strong leadership in coordination and problem solving with business acumen Display influencing skill Change management/agent  Collaborate with APAC regional operations to ensure consistent service delivery and resource optimization across borders Native level Japanese and Business level English Speaking and Writing Skill Bachelor's degree or above  Open and comfortable to “sell high”   Organised & flexible; multi-tasked and highly efficient  Proactive, have sense of ownership, high energy, passion & committed 

About Us

BSI is a business improvement and standards company and for over a century BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives.
 
Today BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000 strong global community of experts, industry and consumer groups, organizations and governments.
Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs.
Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society’s critical issues – from climate change to building trust in digital transformation and everything in between - to accelerate progress towards a better society and a sustainable world.

BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.