Senior Program Manager

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Purpose of the role

The internal and supplier assurance (ISA) solutions business partners with clients to build trust in their internal organisation and across their value chain. ISA has undergone a tremendous amount of growth and continues to do so; this role will support this growth across the globe.

To remain relevant and deliver against our value proposition we need leaders for driving the success of complex, multi-regional client engagements. This role is essential in translating client objectives into actionable plans, ensuring exceptional delivery and consistent value across every touchpoint. By orchestrating collaboration between internal teams and stakeholders worldwide, the program manager elevates the client experience and fosters lasting partnerships.

Key Responsibilities & Accountabilities:

Account Management & Program Delivery

• Manage assigned Global and Strategic Accounts to ensure onboarding and maintenance activities are completed in accordance with delivery plans.

• Monitor deadlines, quality standards, and resource allocation to ensure effective execution of client programs.

• Develop and implement comprehensive project plans that support both short-term milestones and long-term client outcomes.

• Oversee project delivery across assigned accounts to ensure high-quality outputs, on-time execution, and adherence to budgetary constraints.

• Attend client meetings as required to support delivery, performance management, and issue resolution.

• Monitor talent pool of auditors to ensure qualifications and training is maintained to support grow strategic programs

SLA Compliance & Performance Monitoring

• Ensure compliance with Service Level Agreements across assigned accounts.

• Track and monitor account KPIs and operational performance metrics to support optimal service delivery.

• Provide regular, detailed updates to the Senior Program Manager on account performance, including KPIs, risks, and strategic recommendations.

• Deliver a minimum of 63 billable days per year through billable Program Management activities and.

Client Partnership & Stakeholder Engagement

• Build and maintain strategic relationships with Client Leadership teams to support exceptional service delivery.

• Proactively manage client expectations, concerns, and escalations by providing timely updates, resolutions, and strategic insights.

• Collaborate with internal stakeholders including Sales, Marketing, and Management teams to ensure a unified approach to Key Account management and execution.

Commercial Support & Account Growth

• Identify and support account growth opportunities in partnership with Commercial teams through upselling, cross-selling, and the introduction of new services and solutions.

• Work with Commercial Account Leaders in the preparation and ongoing maintenance of account plans.

• Support the creation and updating of account plans aligned with client and business objectives.

• Utilize market and sector knowledge to anticipate client needs and provide innovative service solutions.

Additional Responsibilities

• Support additional operational or strategic initiatives as assigned.

Key Performance Indicators

• Client Satisfaction Score:  Measured through client interviews, surveys, and feedback mechanisms, this KPI tracks how well the auditor/consultant engagement meets or exceeds client expectations. High scores indicate strong relationship management and service quality. 

• Project Deliverable Quality:  Assessed through internal and external reviews of completed project deliverables, this metric ensures outputs consistently meet agreed standards and client requirements. A low rate of rework or non-conformities signals robust quality management. 

• Budget Adherence:  Tracks the percentage of projects delivered within the approved budget. This KPI demonstrates effective cost planning, monitoring, and control, as well as the ability to address scope changes proactively. 

• Scope Management Effectiveness:  Measured by the frequency and impact of scope creep, and the ability to resolve scope-related issues in collaboration with the Commercial Team. Strong performance is indicated by minimal unapproved scope changes and swift resolution of scope-related challenges. 

• Lessons Learned Implementation Rate:  Quantifies how many lessons learned from previous projects are captured, actioned, and effectively integrated into subsequent projects. This KPI highlights commitment to continuous improvement and organisational learning. 

Business Impact:  Measured through improvement in revenue, relationship, and reputational growth with the client. 

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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.