APAC QMS Planner

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Job title:     QMS Planner

Reports to: QMS Planning Team Manager

Purpose of the role：

The Planning role is responsible for the co-ordination of an assigned territory. The role is responsible for the following activities:

To manage the QMS audit booking for new and existing clients within the territory; this is important firstly from a client point of view – making sure to offer an excellent customer service, and secondly from a business perspective, maximising revenue and profit achievement through intelligent resource allocation

To oversee the compliance of the audit booking process in line with BSI procedures and external regulatory requirements and accreditation rules

To support the co-ordination of resource qualification and ongoing development in the territory to maximise capacity across the different levels of competence in the region

The role is targeted in supporting the achievement of budgeted day delivery targets (with a focus on revenue and profitability), as well as ensuring our client audit programs align with regulatory requirements.

The planner needs to understand how best to support client expectations and needs, maximise utilisation, support planning in a way that is sensitive to staff (auditor) work-life balance, green house gas emissions and cost.

The planner will need to work effectively across the stakeholder network (commercial, delivery, regulatory and technical) to be able to ensure a strong delivery performance in their territory. Flexibility will also be required to support other territories and take a team approach to ensure the overall region achieves its goals.

Key Responsibilities & Accountabilities:

• To manage your assigned territory to maximise the performance of our audit delivery, through planning, supporting the co-ordination of auditor training and collaborating with other teams in the business
• Monitor, resource and plan Medical Device audits; gaining commitment from our clients, using excellent customer service and persuasive skills
• To keep accurate records of audit planning activity using our ‘workflow system’ and ensure timely completion of inbound workflow actions
• To be a point of contact within BSI for our clients
• To undertake activities according with BSI policies, procedures and protocols
• To maintain all external and internal databases as required by the business
• Support the local sales team for pre-sales planning activities
• Keep up to date with regulatory changes that affect the planning activities for our clients, and manage any transitions or upgrades to new regulations

Key Performance Indicators

• Client satisfaction (including: customer feedback, NPS score & complaints
• Compliance of planning activities
• Number of audits booked & outstanding
• Other performance related KPIs

Travel requirements:

• Very rare travel either nationally or internationally (~1-2 events per year)

Language requirements:

• Business English
• Local Thai language

Person Specification

Knowledge and Experience(e.g. Type, level)

Essential Criteria：

• Experience in client handling roles (for example, customer service, sales and/or recruitment)
• Experience managing projects / schedules / events and/or co-ordinating resources

Desirable Criteria：

• Experience co-ordinating resources in a service delivery environment
• Experience in B2B environment
• Experience working in logistics
• Knowledge of the Medical Device regulatory environment
• Experience working in a regulated environment

Skills and Abilities(e.g. Teamwork, Communication, Relationships)

Essential Criteria：

• Excellent interpersonal and communication skills (written and vocal) and able to communicate at all levels
• Persuasion, negotiation and complaints management
• Planning, organisation and creative problem solving
• Decision making
• Strong written and verbal English

Desirable Criteria：

• Adept user of  Microsoft Office programs; Excel, Word and PowerPoint.
• Experience with SAP or Salesforce would be beneficial

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.