Client Service Specialist - Manager

Location:
Houston, TX, United States
Business:
Business Assurance
Position type:
Full Time
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Overview

About us

We are the independent expert in assurance and risk management. Driven by our purpose, to safeguard life, property, and the environment, we empower our customers and their stakeholders with facts and reliable insights so that critical decisions can be made with confidence.

As a trusted voice for many of the world’s most successful organizations, we use our knowledge to advance safety and performance, set industry benchmarks, and inspire and invent solutions to tackle global transformations.

About Business Assurance

We help companies ensure compliance, build high-performing management systems, and meet competence needs within a wide range of industries. DNV helps companies understand Working with us, you can be involved in technically challenging and innovative projects worldwide demanding a broad variety of expertise. Our strong focus on research and innovation opens an array of opportunities, and allows you to engage in projects which develop next generation solutions. and manage their risk picture through our management system certification and training portfolios. 

About the role

DNV's Business Assurance Team is seeking a Client Service Specialist - Manager to join our North America Business Assurance Team!

DNV is one of the world’s leading certification bodies. We help businesses assure the performance of their organizations, products, people, facilities and supply chains through certification, verification, assessment, and training services. Partnering with our customers, we build sustainable business performance and create stakeholder trust across all types of industries.

This position may be performed out of our Katy, TX office with a Hybrid Schedule

Client Service Specialist - Manager tasks and specific focus areas:

  • Supports the Client Management & Planning Manager in developing and maintaining DNV’s culture and reaching business goals through professional and consistent Operations deliveries throughout North America.
  • Advise, challenge and support the Client Management & Planning Manager and Team in Operations related matters.
  • Actively promote, support and facilitate the fulfilment of DNV's Purpose, Vision and Values, and shall foster a culture of cooperation across North America.
  • Plan, coordinate, support, follow-up and improve the activities in North America in accordance with the framework in the DNV strategy, budget, the DNV Management System (DMSG) and other instructions given by the Client Management & Planning Manager and the Area Manager.
  • Auditor Utilization
  • Monitoring of unplanned & secured audit days
  • SQF, BRC & FSSC Standard Awareness & Requirements
  • Power BI Reporting

What You'll Do:

  • Responsible for ensuring and improving for operational efficiency and effective service delivery
  • Serve as Project Manager for specific Key Clients
  • Together with the Client Management & Planning Manager accountable to meet regional business goals and performance targets
  • Monitor and follow up forecast and business results
  • Enhance and simplify the operational interactions to promote best practice sharing
  • Drive consistency in process
  • Monitor the level of the performances of the people reporting to the function in order to evaluate the achievement of pertinent KPIs
  • Enhance customer service and satisfaction
  • Ensuring renewal of contracts with existing customers, through adequate, timely, systematic and proactive planning and admin/sales processes
  • Ensure an efficient and timely transformation of the portfolio into revenue, through adequate, timely, systematic and proactive planning process
  • Manage attrition through active leadership and promotion of Customer Service, Customer Satisfaction and quality
  • Ensure data quality, leading and promoting the knowledge and use of NGPS as our Management System to ensure reliability and quality of the forecasts
  • Create, promote and foster a working environment whereby all employees are encouraged to participate in the improvement of work processes that govern the Activity of DNV
  • Ensure that the work is performed in accordance with the quality requirements of the Activity, the instructions of the Client Management & Planning Manager and the procedures governing the Activity.
  • Assist in the monitoring and measurement of operational performance including trouble shooting to identify the root causes of unsatisfactory performance.
  • Assist with the implementation of process, improvement initiatives including the establishment and ongoing tracking of metrics to judge performance.
  • Coordination with Technical Managers, Sector Leaders and all other personnel to resolve issues and continually improve process performance.
  • Prepare monthly reports, as requested by the Client Management & Planning Manager.
  • Ensure and promote the culture of using information for the management of the Operations
  • Other duties assigned by appropriate management.

What we offer

What We Offer

  • Generous paid time off (vacation, sick days, company holidays, personal days)
  • Multiple Medical and Dental benefit plans to choose from, Vision benefits
  • Spending accounts – FSA, Dependent Care, Commuter Benefits, company-seeded HSA
  • Employer-paid, therapist-led, virtual care services through Talkspace
  • 401(k) with company match
  • Company provided life insurance, short-term, and long-term disability benefits
  • Education reimbursement program
  • Flexible work schedule with hybrid/remote opportunities
  • Charitable Matched Giving and Volunteer Rewards through our Impact Program
  • Volunteer time off (VTO) paid by the company
  • Career advancement opportunities

**Benefits vary based on position, tenure, location, and employee election**

How We Do It

We Care, We Dare, We Share

DNV is a proud equal-opportunity employer committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

DNV is committed to ensuring equal employment opportunity, including providing reasonable accommodations to individuals with a disability. US applicants with a physical or mental disability who require a reasonable accommodation for any part of the application or hiring process may contact the North America Recruitment Department (hrrecruitment.northamerica@dnv.com). Information received relating to accommodations will be addressed confidentially.

DNV is proud to announce being named one of Houston’s best places to work in the 2022 Houston Business Journal – Best Places to Work competition.

For more information
https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal

Read more here
Diversity and inclusion in everything we do every day - DNV

Meet our employees - DNV

About DNV

DNV Careers

Please visit our website at www.dnv.com

About you

What is Required

  • Bachelor’s Degree
  • Minimum of 5 years relevant business experience within the certification industry and in operations, with a proven track record of improved performance
  • Minimum of 1 year business experience in financial considerations including Budget and P&L.
  • In-depth knowledge and experience within MSC, Training and other services
  • Self-driven and service minded
  • Solution oriented mind-set combined with a pragmatic approach
  • Takes keen interest in driving change wherever required
  • Good communication and interpersonal skills
  • Commercially oriented
  • Strong software skills (NGPS, Excel, and PowerPoint)
  • Strong written and verbal English communication skills
  • We conduct pre-employment background and drug screening

*Immigration-related employment benefits, for example visa sponsorship, are not available for this position*

Benefits

Profit Share

You’ll be part of our global profit share scheme that means we all share in our success as a business. If we profit, so do you. This will be part of our Total Compensation approach each year and depends on our year-end results.

Personal Development

You’ll have a lot of opportunities to learn and grow. Whether it’s building your network, having resources to plan and realise your career goals or enjoying genuine freedom to satisfy your curiosity, we’ll make sure you’re always growing and developing

Purpose-led organization

You become part of a world-leading company where we know and live our purpose; to safeguard life, property, and the environment, with the opportunity to tackle global change through your work.

401(k)

DNV provides the option for eligible employees to enroll in our professional managed 401(k) plan. We’ll match up to a percentage of employee elected investment, which will become fully vested after a few years.

Healthcare and more

You’ll have multiple medical plans to choose from including Dental, Vision, RX plans, AD&D, Critical Illness, ST/LT Disability, Paid Parental Leave, Virtual TalkSpace Therapy.

Additional benefits

ID theft protection, generous PTO accrual, company paid holidays, discounted pet insurance, charitable donation matching, additional vacation hours purchase plan, commuter benefits, Employee Assistance Program (EAP), tuition reimbursement.

Diversity, Equity and Inclusion

At DNV, our commitment to Diversity, Equity, and Inclusion is not only an ethical choice, but also a business decision.

Diversity, fairness, and a sense of belonging are a source of strength for our people, our business, and our customers, and help us to deliver on our purpose, vision, and values.

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Transcript

[00:02] Lumina is a set of tools that gives unique insight into your management system.

[00:06] Use the online dashboard to access advanced analytics

[00:08] based on more than 2.3 million audt findings from 70,000 customers.

[00:14] Get an instant overview or dive into details.

[00:19] See risk areas for any industry or standard and compare against the competition.

[00:24] Lumina lets you manage and benchmark your total performance,

[00:29] Identify improvement paths and enable decision making.

[00:32] You can monitor performance of your management system over time

[00:36] or learn from peers if expanding to a new standard.

[00:41] Access to Lumina is free for all DNV customers.

[00:43] Lumina, turn your audit data into opportunities.

Working here

Since 1864 we’ve been dedicated to safeguarding life, property and the environment. Today we remain at the forefront of new technologies and techniques to help our customers transform for a more sustainable future.

At DNV you can expect to deliver career and industry defining work. You’ll be given the time to build your network, the resources to support your development, and the freedom to satisfy your curiosity and desire to learn.

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Disclaimer

Please beware of recruitment scams that pretend to be from DNV or its employees. We will never ask you to pay any fees or make any payments as part of our recruitment process. If you see any suspicious communication or activity related to DNV or its job openings, please stay vigilant. Do not respond to any requests that ask you to pay money or share sensitive information and report to your local authority if necessary.