We exist to create positive change for people and the planet. Join us and make a difference too!
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.
#LI-PS1
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.
Skills Required
- Manage Global and Strategic Accounts and ensure onboarding and maintenance per delivery plans
- Develop and implement comprehensive project plans supporting short-term milestones and long-term outcomes
- Ensure compliance with Service Level Agreements and track account KPIs and operational performance
- Oversee project delivery to ensure high-quality outputs, on-time execution, and adherence to budgets
- Build and maintain strategic client relationships and manage escalations and client expectations
- Support account growth through upselling, cross-selling, and introducing new services in partnership with Commercial teams
- Monitor auditor talent pool to ensure qualifications and training are maintained
- Deliver a minimum of 63 billable days per year through billable Program Management activities
BSI Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about BSI and has not been reviewed or approved by BSI.
-
Flexible Benefits — Flexible benefits are positioned as part of the MyReward approach, allowing tailoring based on local eligibility and individual needs. Core elements like life assurance, income protection, and EAP access are framed as consistent pillars even as specifics vary by country.
-
Leave & Time Off Breadth — Leave offerings are described as generous in certain markets, including annual leave starting around 27 days where that is standard and, in some U.S. postings, about four weeks of PTO plus a set holiday calendar. Additional time-off practices like occasional year-end office closure are also described as part of the overall package in some teams.
-
Wellbeing & Lifestyle Benefits — Well-being support is presented as visible at the corporate level, including EAP access and expanded programs such as menopause support and mental-health first aid. Flexible work under “Smart Working” is repeatedly positioned as a work–life balance and inclusion lever that complements the total rewards package.
BSI Insights
What We Do
BSI is your business improvement partner. We have shaped best practice for over 100 years, partnering with organizations to accelerate progress and create impact for a fairer society and sustainable world
