Client Manager

Great that you're thinking about a career with BSI!

By Royal Charter, BSI is a company focused on developing standards, training, certification, and supply chain solutions designed to improve performance, manage risk, reduce cost, and enable sustainable growth.

As the leading global business company, BSI helps over 72,000 clients in over 150 countries worldwide to improve their businesses. From business continuity to recycling waste, from food manufacturing to the exploration of space, we help businesses embed the habits of excellence.

About the role

We have key positions available for this role as a Client Manager to build a strong team of professionals at a country level.

Applicants will be part of a dynamic team of specialist involved to deliver various types of training courses and auditing related to Information Security & IT Service Management and share knowledge and experiences against ISO 27001, ISO 20000 and BSI standards against current industry practices.

Your key responsibilities in this role will be to:

• To deliver public training courses and in-house training solutions to the BSI standards of excellence, in order to develop knowledge and skills.
• To assess clients’ management systems to ensure that they meet the requirements of International Standards such as ISO 9001, ISO 27001, ISO 20000, and other standards where appropriately trained.

Key Responsibilities & Accountabilities

Tutoring:

• Deliver BSI training courses in a manner that ensures that value is added to customers and their business/organisation.
• Inform and update customers of BSI services to ensure their needs are met during training sessions.
• Provide delegates with information on how the training is aligned to the overall customer journey with BSI to raise customer awareness.
• Deliver excellent training courses/solutions and day-to-day interactions with customers and other key stakeholders to continually enhance the reputation and perception of BSI.
• Provide feedback to support course development in line with the new course and existing product development process.
• Assist with the design of training solutions (e.g. classroom, electronic, correspondence, mentoring, coaching) to improve the quality and range of the training offered.
• Maintain and enhance appropriate professional qualification status in relevant disciplines to keep up to date in your area of expertise.
• Proactively engage with peers and key stakeholders to ensure continual improvement, in line with the BSI standards of excellence for training delivery.
• Provide technical support to the training sales and marketing teams to enhance the growth of the training business.

Auditing:

• Assess clients in accordance with BSI requirements.
• Make presentations and prepare assessment reports outlining the findings of the assessment to ensure client understanding of the assessment decision and clear direction to particular items of corrective action where appropriate.
• Recommend the issue, re-issue or withdrawal of certificates, and report recommendations in accordance with BSI policy, procedures and prescribed time frame.
• For the portfolio of clients allocated, establish and develop an effective partnership, which secures the commercial relationship and encourages opportunities for business development and increased client satisfaction.
• Provide accurate and prompt information to support services, working closely with them to ensure that client records are up to date and complete and that all other internal information requirements are met.
• In co-operation with Planning & Logistics and other operations functions, plan/schedule workloads to make best use of own time and maximize revenue-earning activity.
• Lead assessment teams as required ensuring that team members are adequately briefed so that quality of service is maintained and that effective working relationships are sustained both with Clients and within the team.
• Support and coach colleagues as appropriate especially where those members are inexperienced assessors or unfamiliar with clients' business/technology and assist in the induction and coaching of new colleagues as requested.
• Maintain and develop own skills and knowledge both technologically and in the field of management and standards.
• Other responsibilities as specified from time to time.

About you

To be successful in this role you need to thrive in a process driven, fast pace, customer focused environment and must have excellent verbal and written communication skills and an eye for detail. You must be self-motivated and have the ability to remain calm whilst managing numerous priorities. Good IT and systems skills are essential.

You will also be required to have:

• Educated to degree level in related fields or have a further education diploma with proven experiences in Information Security or IT Service Management industries.
• Experience in conducting assessment and delivering courses, including ISO/IEC standards (ISO 9001, ISO 27001, ISO 20000, etc.) is essential, as is experience with related Information Security or IT Service Management industries and/or government agencies.
• Existing qualified Tutors for related schemes and accredited with HRDC would be an added advantage.
• Demonstrates a thorough understanding of how a business operates to ensure appropriate interpretation of management system standards.
• Proven negotiation skills to be able to negotiate technical issues when dealing with the client organization's management about assessment findings.
• Excellent presentation skills, able to present assessment findings professionally and effectively, often through formal stand-up presentations to a group of senior managers.
• Energy and commitment to undertake the assessor role, which can be very demanding, working within different premises every day, being in front of the client, and constantly on the move.
• Learning ability to keep up with changes to business, industry, management thinking, and developing assessment styles.
• Self-organization skills / self-motivation - operating from home and remote from any BSI office, the assessor needs to be able to manage own workload to maximize self-effectiveness.
• Demonstrate thorough technical knowledge to be able to interpret the language of the Client organization.
• As driving is considered essential to the fulfilment of your duties, you must provide evidence that your driving license has less than six penalty points.

It is essential that you are qualified in minimum of three (3) of the below standards. This is a pre-requisite to be considered for this role:

• ISO 9001 (QMS)
• ISO 27001 (ISMS)
• ISO 20000-1 (ITSMS)
• Risk Management in Information Security
• Data protection (e.g. GDPR)
• PCI-DSS

This is a fantastic opportunity to be part of a growing team that directly contributes to the success of our business. If you are successful, you will be trained to have excellent knowledge and awareness of BSI’s products and services, as well as our business systems to ensure that you are delivering an excellence client experience.

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.