Job ID : 26523
Location : Mumbai : India Management Office (LR L000156)
Position Category : Customer Service
Department : IN720002 : MUM-LRQA OVERHEAD (IN720002)
Position Type : Employee Regular
Role purpose :
To lead, manage and develop the O2i team to : Deliver and maintain an effective, competitive and fully compliant service to internal and external clients for SAME area.
Key Responsibilities :
Meet client expectations through effective management of the service delivery / support processes
Develop and motivate the Order to Invoice team. Includes recruitment, performance management, training and development of team members.
Provide input into Business Centre strategies, business plans and budgets. Translate plans into goals and objectives for the team, and implement these within agreed budgets
Ensure that the systems, processes and procedures within the O2i team are effective, efficient and are communicated and understood by all team members.
Assist senior managers in implementing change to meet current and future business needs
Ensure effective systems and processes are in place to manage the O2i process
Deal with business queries and build relationships with clients, to promote LRQA and resolve invoice related problems. Monitor, evaluate and act on client feedback.
Liaise with other business areas / offices to ensure consistency in the development and delivery LRQA’s services to internal and external clients
Collate, review and analyse data to provide management information / business intelligence reports. Includes identification and reporting of process / service failures to support overall service delivery.
Eg. Invoice cancellations
Overall responsible for prioritising, delegating and monitoring of resource to ensure invoicing targets are met.
Responsible for monitoring of assessors time and expenses ; timely recording of sub-contractors time and expenses, including submitting monthly accruals for sub-contractors expenses
Daily review of work-in-progress (WIP) report to ensure pending jobs progress to billing in accordance to group key performance indicators (KPIs), with WIP ratio to be maintained at /
Main point of liaison / support point for invoice-related matters with various business stakeholders, such as SSC and external clients to manage queries, resolve discrepancies / disputes and / or process failures at various touchpoints
Manage your own and your team's compliance with health and safety rules, instructions, systems and legal requirements, ensuring employees are suitably trained and adequate resources are available to work safely.
Monitor and review health and safety performance, observe safety behaviours in the workplace, taking appropriate corrective and preventive action as necessary and suggesting and implementing improvement activities.
Technical / Professional Qualifications / Requirements :
Degree or business qualification, plus minimum 8 years supervisory experience in a client facing role
Significant experience in a people management role within a client or professional services environment
Able to lead by example in delivering excellent client service, and instil the same values within the team
Flexible and results-oriented approach to meet varying and competing client and business demands
An assertive approach to problem solving with strong communication and diplomacy skills to guide, negotiate influence and persuade at all levels
Experience of data analysis and interpretation for the generation of reports
Knowledge and understanding of LRQA products and processes would be an advantage
High level of organisation and time management skills with ability to prioritise.
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