Client Planning Team Leader

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Job Title: Client Planning Team Leader

​Working Model: Hybrid
Location: Warsaw
 

As a Client Planning Team Leader, you will be responsible for leading, coaching, and developing the Planning Team to ensure the effective delivery of BSI’s certification audits across multiple regions and complex client portfolios.

This role oversees day‑to‑day planning operations, ensuring consistent processes, high-quality scheduling, and efficient resource allocation across the team. You will provide strong operational oversight, performance management, and proactive problem-solving while ensuring planning KPIs, SLAs, and client expectations are consistently met.

Success in the role requires excellent leadership, communication, organisational skills, and the ability to influence and support team members in a fast‑paced operational environment.

Key responsibilities & accountabilities:

• Lead, support, and develop the planning team to ensure operational excellence.

• Set clear goals, expectations, and targets for team members to achieve SLA, KPI, and quality requirements.

• Conduct regular 1:1 meetings, performance reviews, and team meetings.

• Manage performance proactively, addressing underperformance and supporting development plans as required.

• Identify training and development needs, providing coaching and skills-building support.

• Ensure fair, consistent, and compliant application of performance management and disciplinary procedures.

• Support recruitment activities including; interviewing and onboarding new team members when required.

• Oversee resource allocation, workload balancing, and utilisation of internal and external auditors within the team.

• Review, prioritise, and distribute planning and operational tasks to team members.

• Drive continuous improvement by regularly reviewing processes, identifying efficiencies, and implementing enhancements.

• Resolve complex customer issues and escalations from the team promptly and professionally.

• Collaborate closely with the EMEA Senior Planning Manager to align on strategy, improvements, and operational needs

Key performance indicators:

• Achievement of planning and delivery targets against budget.

• SLA and KPI adherence across the planning team.

• Timely client response rates and customer satisfaction levels.

• Completion rate of audits scheduled and executed on time.

• Compliance with internal processes, quality checks, and audit readiness.

• Team engagement, collaboration, and performance consistency.

• Achievement of team and individual development milestones.

Travel requirements: None

Language requirements: Polish and English

Skills & abilities: 

• Excellent communication and leadership skills 

• Organisational and time-management skills 

• Decision-making skills 

• Ability to communicate and collaborate at all levels 

• Ability to influence change and challenge existing procedures 

• Flexible with the ability to work effectively under pressure and manage conflicting priorities 

• MS Office skills (specifically Word, Excel and PowerPoint) 

Personal qualities & aptitudes: 

• Positive 

• Adaptable 

• Resilient 

• Proactive 

• Reliable 

• Decisive 

• Innovative 

• Passion for providing excellent client service 

D&I Policy

BSI is committed to ensuring the diversity of our workforce reflects that of our clients and the communities in which we operate. Our goal is to create a sense of belonging for all employees by providing opportunities to develop, grow, and engage with our global organisation all while having fun doing great work. BSI is a community where everyone can thrive.

If you require any reasonable accommodations to be made on account of a disability or impairment throughout our recruiting process, please inform your Talent Acquisition Partner.

*Please note: BSI is unable to provide visa sponsorship for this vacancy

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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.