Regulatory Service Client Manager

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Purpose of the role

As the face of BSI, the role of the Client Manager Medical Devices is to work closely with BSI clients across the Globe. The role is based in APAC / AMAS / EIMEA (delete as appropriate) helping clients to improve their performance by assessing their Quality Management Systems and related processes against BSI standards and legal requirements such as the Medical Device Regulations. At the end of each assessment the Client Manager compiles an assessment report and presents this to the client. This role operates predominantly within the highly regulated medical devices market.

Context / Dimensions

The scope of the position covers clients across a specific region, in this case APAC / AMAS / EIMEA (delete as appropriate).

Key Responsibilities & Accountabilities:

• Ensure that value is added to customers and their business/organisation through the assessment of their systems and processes against BSI requirements
• Complete assessments and visit reports compliantly and in line with BSI requirements
• Recommend the issue, re-issue or withdrawal of ISO 13485, ISO 9001, CE and MDSAP certificates, and report recommendations in accordance with BSI policy, procedures and timeframes
• Continuously enhance and uphold BSI’s reputation through effective planning, service delivery, compliant reports, and positive interactions with clients and key stakeholders
• Demonstrate commercial acumen and providing added value in client interactions
• Maintain a professional and engaging demeanour in all client relations, ensuring a positive and constructive experience
• Lead assessment teams as required, ensuring team members are well-briefed to maintain quality of service fostering effective working relationships
• Build and nurture strong partnerships with clients, securing long-term commercial relationships and identifying opportunities for business development and increased client satisfaction
• Provide accurate and timely information, ensuring client and other records are up to date and complete, whilst adhering to internal information requirements
• Plan/schedule workloads to make best use of own time and maximise revenue-earning activity
• Maintain and enhance appropriate professional qualification status in relevant disciplines
• Support induction, training, development, coaching and qualifying reviews where requested
• Be an active member of the Operational Delivery Team, proactively engaging with peers and key stakeholders to ensure continual improvement, in line with the BSI standards of Assessor Excellence putting the customer first

Key Performance Indicators

Customer Focus

• Able to effectively assess QMS systems across a wide range of Medical Device Manufacturers
• Able to solicit, interpret and use information about the clients needs and expectations to add value
• Is recognised as a medical device and sector expert; provides support and expertise to enable continual improvement
• A brand ambassador of BSI, taking pride in their role and delivering on commitments

Operational Delivery

• Organises work and executes to BSI’s standard of excellence and takes responsibility for resolving unexpected issues
• Can proactively deal with issues through to resolution
• Able to communicate effectively with senior audiences, peers, stakeholders and customers to engage and motivate
• Delivers to all compliance requirements and BSI’s standards of excellence

Communication

• Has clear and unambiguous communication style that avoids unnecessary jargon
• Is a credible and stimulating communicator, able to adapt their style to best serve the clients needs
• Creates a positive & engaging experience for clients , helping them to embed excellence

Commercial Awareness

• Can articulate to clients the findings from their assessment and how improvements link to business performance
• Engages clients on their wider needs, offering suggestions for other BSI products and solutions
• Can qualify sales leads appropriately and pass on to relevant sales teams
• Understands the revenue impact from activities in which they are engaged / responsible

Travel requirements:

• This position requires travel to and from clients 

Language requirements:

• Business English
• Local language proficiency as required by the specific post location 

Physical demands: (Complete locally only if required i.e., US)

• The physical demands of this role are primarily associated with travel and the carrying/lifting of luggage

Person Specification

Attribute

Essential Criteria

(Required to do the job)

Desirable Criteria

Knowledge and

Experience

(e.g. Type, level)

• At least 4 years of full-time work experience in the medical device industry, including a minimum of 2 years in one or more of the following areas: 

• Related industries such as research and development or manufacturing
• Application of device technology in healthcare services and patient care
• Testing devices for compliance with relevant national or international standards
• Conducting performance testing, evaluation studies, or clinical trials of devices
• Regulatory or professional services experience 

Skills and Abilities

(e.g. Teamwork,

IT, Communication,

Relationships)

• Excellent verbal and written communication skills with strong attention to detail
• Ability to work independently, adapt to changing circumstances, and manage time effectively
• Capable of performing well under pressure
• Willingness to travel frequently for business purposes
• An enthusiastic, committed team player
• Ability to deliver superior performance and achieve challenging objectives
• Proactive and able to lead by example
• Demonstrates a strong passion for the business and the ability to inspire others

Qualifications

(e.g. Technical)

• Degree-level qualifications relevant to medical devices (e.g., electrical, mechanical, or bioengineering; biology or microbiology; chemistry or biochemistry; computer and software technology; human physiology; medicine; pharmacy; physics or biophysics)

Personal Qualities /

Aptitudes

(e.g. Initiative, flexibility,

commitment, reliability)

• Conducts business ethically and with integrity
• Understands client needs and adds value through commercial insights

BSI Excellence behaviours

• Client Centric – I put internal and external clients at the centre of my thinking. I am proud to   deliver outstanding client service.
• Collaboration – I build trust-based relationships through my ability to communicate openly and honestly. I value what others bring and I work inclusively with others at all times.
• Agility - I am open to change and willing to adapt my ways of working. I explore new ideas and ways to improve things to grow the business effectively.

About Us

BSI is a business improvement and standards company and for over a century BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives.
 
Today BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000 strong global community of experts, industry and consumer groups, organizations and governments.
Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs.
Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society’s critical issues – from climate change to building trust in digital transformation and everything in between - to accelerate progress towards a better society and a sustainable world.

BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.