Program Support - China

Who are LRQA?

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection and training.

While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.

What do we do?

We help our clients negotiate a rapidly changing world, by working with them to manage and mitigate the risks they face. We serve a wide variety of industries, with a core focus on Food & Beverage, Consumer Goods, Transportation & Mobility, Technology & Telco, Construction & Manufacturing, Energy and Renewables and Chemical & Processing.

Our products and services range from independent third-party auditing to certification and training; we also offer consultancy services, real- time assurance technology and data-driven supply chain transformation programs. our innovative end-to- end solutions help our clients shape their own future, rather than letting it shape them.

LRQA currently operates across 51 countries, has more than 2,500 colleagues, generates around £350m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

The next chapter for LRQA

As the preferred assurance partner for our clients, we are relentless in helping them respond to the era of Assurance 4.0.

Our decades of sector expertise in assuring assets and management systems, ensuring product integrity, responsible sourcing, navigating the energy transition and achieving net zero, and strengthening cybersecurity maturity will help them to anticipate, mitigate and manage risk wherever they operate, freeing them to focus on growth..

With solid expertise and heritage in our sector, coupled with well-timed accelerated investment and a leadership team that is fully committed to delivering our vision, LRQA’s next chapter is set to be an exciting, transformational period of growth. We’re well placed to build on everything we’ve done and further our ambitions for the future. At such an exciting time key talent is critical, and this role is a great opportunity to be part of our next chapter.

Role purpose:

A member of the LRQA Client Services team that provides support to client’s assessment programs.  They will ensure that program requirements from the client are understood, communicated, and acted upon within LRQA Assessment operations, tracking and monitoring against targets. 

They will work closely with the Account Management and Program Management teams to coordinate activities for the client, focusing on client satisfaction and retention of revenue. 

They will work closely with their Client, Client Operations and Service Delivery teams, monitoring services against agreed KPI’s for existing contracts, escalating issues where needed. 

Key Responsibilities:

• Closely monitor progress of all services for specific client on daily basis, identify potential risk of delay and follow up proactively with internal teams and clients to address the risk.

• Escalate to client in a timely manner for delay process and collaborate with related teams for finding solutions to internal issues.

• Maintain and provide most updated tracking reports/records to specific client on regular basis.

• Respond to scheduling/reporting related questions from specific client through daily communications and regular meetings.

• Collect related data and prepare quarterly KPI reports for specific client.

• Carry out specific, client related tasks where relevant that do not fit into normal operational delivery.

• Support team in managing client helpdesk and other tasks as needed.

• KPI’s
  • Achieving 100% of available contract revenue defined for each FY
  • Abide by year planning cycle and ensure consistency of proposed and confirmed planning as defined in Project Plan
  • Increase in NPS by X% YOY or NPS of XX by year end
  • Client Ops Group 1 KPI’s achieved (evidence of escalation)
  • Program specific client KPI’s achieved

Key health & safety responsibilities:

Eliminate or minimise employee exposure to risks by regularly reviewing the health and safety risk register, applying appropriate controls, communicating results of risk assessments, and ensuring health and safety is considered in the planning and execution of all LRQA activities.

Manage your own, and your team’s, compliance with health and safety rules, instructions, systems and legal requirements to ensure employees are suitably trained and adequate resources are available to work safely.

Technical / Professional Qualifications / Requirements:

• Essential - Experience of working in a client facing commercial environment, including KPI and reporting 
• Essential - Bachelor degree and 2 years of experience, preferably with experience in the relevant Certification/TIC industry, or experience in relevant technical arena either for a brand/retailer or service provider; 
• Essential - Excellent communication skills in both written and verbal English; Regional languages where appropriate
• Desirable- Excellent IT skills including SAP/Excel/PowerBI etc 
• Desirable - Proven ability to troubleshoot complex issues and take account ability for solutions 
• Desirable – sector specific experience in RS/Labour compliance/Management Systems/Quality management