Great that you're thinking about a career with BSI Job Title: Global Support Team Leader Location: Milton Keynes/Hybrid Working (2-days onsite/3-days offsite) Job Type: Permanent, Full-time Salary: Up to £42,000 Bonus Excellent Benefits Our Global Product Certification planning team are now recruiting for a new leadership position that will provide key operational leadership to our Global Client Support Activities. This role will look to deliver a consistent client journey across the PC Global support activities (Order set up, Client Retention, Client Support, Certification Support). As part of the Global Product Certification team, this role will be contributing towards our Global success, working with colleagues across many teams to support our commercial growth. Key Responsibilities & Accountabilities: Leading the global Support activities, setting Objectives/Targets and KPIs to deliver BSI Budgets Work collaboratively with our Sales, Compliance and Certification team within Product Certification an also local Assurance colleagues. To ensure process efficiency and consistency is identified and driven through Order set up activities focusing on ‘right first time’ with sales colleagues. To focus on process improvement with our Commercial team and ensure we have a pro sales culture, underpinned by strong processes to ensure data and system reliability. Recruit team members to maintain budgeted headcounts, creating capacity for growth, succession planning and identifying any resourcing risk. Develop a strategy and vision for your team that support BSIs overall strategic plan, whilst working collaboratively across the PC Global teams to align our focus areas. To build on the Retention activities, making this a Global offering, monitoring customer satisfaction ensuring any client complaints, dissatisfaction or queries are addressed in a timely manner. To work with our compliance colleagues, ensuring we are improving the speed and detail of certificates that are sent for review. Ensure all team members are following working procedures and utilising operational systems currently in place. Encourage employee engagement and a positive team culture, acting on feedback from the employee engagement surveys and team members, including monitoring their working time. Conducting annual and midyear Performance Development reviews and ensuring the individuals have active development plans in place. Collaborate across other functions within the business as necessary not limited to but including marketing, sales, Operations Delivery, Compliance and risk, finance, HR to optimise performance in region. Act as a thought leader, suggesting and contributing to improvements. Complete any general managerial and supporting administration. About You: Strong operational background A deep understanding of Planning and/or Sample collection activities Leadership experience with the ability to coach and develop others to drive performance. Inspirational and motivating communication skills. Improvement focussed. Good planning and organisational skills with the ability to prioritise and adapt priorities continually. Strong team player. Proven problem solver, able to act quickly, exercising discretion and making decisions within prescribed parameters. Willingness to challenge existing ways of doing things combined with an ability to understand the constraints. Desirable Experience: Experience of working with remote/global teams Experience in working in a commercial environment with an understanding of revenue, gross profit and contribution. Breadth of knowledge within Product Certification products/schemes. BSI offers a competitive total reward package, an independent and varied job in an international environment, flexible working hours, ongoing training, and development with the inclusion of Annual Bonus, Contribution Based Pension, Private Healthcare, 27 Days Annual Leave Bank Holidays, Life Assurance. Do you believe the world deserves excellence? We are proud to be the business improvement company for other organisations to become more sustainable and resilient and finally to inspire trust in their products, systems, services, and the world we live in. Headquartered in London, BSI is the world's first national standards organization with more than 100 years of experience. We are a global partner for 86,000 companies and organizations in over 193 countries, offering development, auditing, certification, and training services, including innovative software solutions and cyber security expertise for all industries: from aerospace and automotive to food, construction, energy, healthcare, IT and trade sectors. Incorporated by Royal Charter, we’re truly impartial, and home to the ultimate mark of trust, the Kitemark. Through our unique combination of consulting, training, assurance, and regulatory services we bring solid and broad knowledge to every company. If you want to contribute to this inspiring challenge, bring your open and enthusiastic mindset to our dynamic team, apply now and become part of the BSI family D&I Policy BSI is committed to ensuring the diversity of our workforce reflects that of our clients and the communities in which we operate. Our goal is to create a sense of belonging for all employees by providing opportunities to develop, grow, and engage with our global organization all while having fun doing great work. BSI is a community where everyone can thrive. If you require any reasonable accommodations to be made on account of a disability or impairment throughout out our recruiting process, please inform your Talent Acquisition Partner. LI-GC1 LI-ONSITE Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business. BSI is conducting face-to-face interviews where appropriate and possible. If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.