天津招聘

职位描述：
Responsibilities:
Team Management
1. Ensure that service delivery support team achieve the required performance targets and standards. Ensure that all personal and team targets and deadlines are met through monitoring, reporting progress, providing feedback and taking appropriate corrective action where required
2. Monitor and control all financial KPIs to ensure the targeted levels are maintained
3. Monitor, prioritise, delegate and co-ordinate financial and other management information relating to the work of the team. Critically analyse information and make recommendations for continuous improvement to meet targets. Prepare, present reports and management information relating to performance, budgets and any other aspect of the team’s work.
4. Drive Service Delivery support activities such that related area Budget (External Income and Margin) targets are met
5. Support the team in ensuring they pursue queries from suppliers and subcontractors and chase with SSC for payment in a timely manner
6. Review work order and project numbers and upload into the appropriate system to create work instructions with assigned work order numbers.
7. Motivate, develop, coach, train, induct and formally appraise team members to set performance standards, recognise achievement and deal with performance issues to sustain a high performance culture.
8. Create and maintain resource, talent/succession, training and development plans to ensure strategic forward planning and adequate resource availability for the department including monitoring expenditure and income as applicable.
9. Responsible for the management, day to day organisation and co-ordination of the service delivery support team in line with service level agreements/KPIs to deliver the highest standards of services to all clients
External Focus
10. Drive the team to contribute to sustaining our existing business
11. Drive the team focus to increase transactional sales. Set stretch team sales targets.Drive the team focus on identifying and successfully pursuing potential repeat purchases, contract renewals etc
12. Drive the team focus on pursue quotations issued to client to increase the overall sales success rate
13. Ensure that customer enquiries are dealt with in accordance with the agreed performance, service standards contractual requirements, cost structures and budget constraints. Personally deal with more complex enquiries, identify and act on potential service problems and client complaints as appropriate, including resolution of support service problems.
14. Ensure high level of Customer Experience / Service Excellence to be measured by CES and NPS scores.
15. Liaise with the relevant sales responsible to agree transactional sales targets, scope / split of activities between Service Delivery Support and Sales team including client split and client related duties particularly where this relates to the grey area between the two.
16. Liaise with the relevant sales to agree and review service level agreements and KPI’s for the service delivery support team so that client satisfaction objectives continue to be met.
17. Ensure a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications by carrying regular audits of communications and process as well as providing appropriate training to the team in this area. \
18. Follow up and disseminate opportunities for LR to add value and provide additional services to clients and by relay this information upwards and to the team
Planning
19. Drive superior levels of surveyor utilisation by ensuring the team is adequately trained and focussed on matching effective client requirements and job skills matching
Process
20. ;Drive the focus on effective and smooth processes / short throughput times (related to the Customer Effort Score) within the team
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21. Drive the speedy and effective resolution of all client queries and disputes to aid the payment collection process and to ensure financial KPIs are met
22. Ensure an appropriate level of technical knowledge within the Service delivery support team as evidenced through turnaround time of issues and ability of Service delivery support to resolve issues independently.
23. Support employee engagement activities to ensure that all team members understand and are engaged in the delivery of the business objectives.
24. Contribute to improving the business, protecting and enhancing the reputation of the company, by putting forward new ideas and, when requested to do so, implementing change to meet the future needs of the business.

Requirements:
1. Bachelor level above
2. Experience of managing and leading teams with a proven track record in developing and motivating team members
3. Fluent English skills in both written and verbal communications
4. Strong organisational skills with the ability to adapt and successfully multi task with conflicting priorities
5. Strong analytical skills with the ability to analyse/interpret data and provide reports with recommendations
6. Experience of managing output, enabling high standards of service delivery
7. Excellent IT skills - Word, Excel, Internet, Powerpoint, databases
8. Excellent interpersonal and communication skills with the ability to influence colleagues to deliver excellence
9. Self-motivated and willing to take the initiative
10. Effective time management with the ability to work under pressure and meet demanding deadlines
11. Ability to coach/mentor team members to improve team and organisational performance
12. Ability to quickly and effectively assimilate detailed and complex information
13. Friendly, enthusiastic and a good team player able to work as part of a large team

About LR/劳氏船级社（中国）有限公司
Safety has been at the heart of our work since 1760 and we invest our time, money and resources to fulfil Lloyd’s Register’s mission: to protect life and property and advance transportation and engineering education and research. Through our impartial advice, broader knowledge, deeper experience and closer relationships we help ensure a safer world.

We provide independent assurance to companies operating high-risk, capital-intensive assets in the energy and transportation sectors, to enhance the safety of life, property and the environment. This helps our clients to create safe, responsible and sustainable supply chains.

The Lloyd’s Register Group is one of the world leaders in assessing business processes and products to internationally recognised standards. The standards are either those of major independent bodies or ones that we have developed ourselves. From design and new build to in-service operations and decommissioning, we aim to deliver complete lifecycle and risk management solutions to help ensure the safety, integrity and operational performance of assets and systems.

Our clients are typically managing large-scale, high-value assets where the cost of mistakes can be very high, both financially and in terms of the impact on local communities and the environment. In such a setting, organisations need advice and support they can trust.