Head Of Customer Service ofertas em United States

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Job ID: 40566

Technical Performance Manager

Location: Global Role (Applications invited from all locations)

What we're looking for

We are seeking a senior technical leader to play a pivotal role in supporting the compliance function of our business by leading an independent technical oversight team, separate from Commercial and Operations. This team is responsible for providing objective monitoring, investigation, and analysis of our technical performance.

In this role, you will be instrumental in ensuring we have robust systems in place for tracking technical quality and effective governance processes. Where gaps or failures are identified, you will collaborate across service delivery and operational teams to drive impactful corrective action plans that address root causes and systemic issues.

You will also lead critical investigations in response to major customer complaints, legal cases, regulator inquiries, and audit findings. Through your leadership, the team will uphold the independence, integrity, and trust that our clients expect from our technical services.

What we offer you

• Competitive Salary
• The opportunity to work for an organization that has a strong sense of purpose, is values driven and helps colleagues to develop professionally and personally through our range of people development programmes.

The role

• Technical Competency Governance:
  Define and lead the policy for managing Technical Competency across operations. Oversee the implementation and governance of supporting systems. Collaborate with the CTIO, Product teams, Technical Directorate, Technical Support Office, Service Delivery, and Advisory to ensure appropriate competency frameworks, authorisations, and systems are in place to meet business needs.
  Ensure effective training, activity monitoring, CPD (Continuous Professional Development), and technical review processes are maintained and continuously improved.
• Monitoring Technical Performance:
  Establish and oversee mechanisms to monitor technical performance globally within operations. Identify and review key performance indicators in collaboration with functional leads. Provide insights through global reporting and support implementation of action plans or improvement programmes where required.
• Quality Assurance of Technical Deliverables:
  Ensure global operational processes include effective systems for verifying the quality of technical deliverables. Identify high-risk processes requiring additional oversight. Partner with function leads and product managers to ensure external deliverables comply with regulatory and internal quality requirements. Drive improvement initiatives in response to audit or performance findings.
• Investigation Management:
  Lead investigations into critical failures in technical performance, triggered by client complaints, legal cases, whistle-blower reports, or audits. Coordinate with operational teams to ensure effective corrective actions are identified and implemented to address root causes.
• Technical Learning & Knowledge Sharing:
  Collaborate with operational and enabling functions to ensure the delivery of effective technical training. Provide support materials for technical meetings, and manage systems for distributing technical knowledge, best practices, and lessons learned across the global technical community.
• Fleet Quality & Port State Control (PSC) Performance:
  Oversee systems that manage fleet quality and safeguard Lloyd's Register's Port State Control performance ranking. Monitor and report PSC performance of both LR and competitor fleets. Lead quality improvement programmes where performance issues arise, including training and corrective actions following detentions or technical failures.
• Industry Insight & Strategic Alignment:
  Stay informed of industry trends and competitor activities. Contribute to shaping commercial strategy by identifying opportunities to strengthen Lloyd's Register's competitive position within the technical sub-function.
• Project & Programme Leadership:
  Plan and manage major projects, programmes, or investigations across technical disciplines, ensuring alignment with quality standards, contractual obligations, and budgetary constraints. Conduct performance reviews of involved team members as required.
• Specialist Advisory Support:
  Provide expert technical advice and guidance within or across sub-functions to both internal teams and external clients, contributing to the delivery of high-value outcomes.
• Continuous Professional Development:
  Commit to ongoing professional development to maintain up-to-date technical knowledge, regulatory awareness, and best practices within your area of expertise.
• Mentorship & Knowledge Transfer:
  Actively mentor and coach colleagues to promote knowledge sharing, skills development, and consistent application of technical excellence across the business.

What you bring

• A degree or equivalent qualification from a recognised tertiary institution in engineering or physical science (minimum two-year program), or qualifications from a marine or nautical institution supported by relevant sea-going experience as a certified ship's officer.
• Professional membership with an appropriate institution, along with Chartered or Incorporated Engineer status.
• Fluency in English, with communication skills appropriate for technical discussions, documentation, and client interaction.
• Proven knowledge of marine classification and statutory certification processes, supported by practical experience across a broad range of ship types-ideally gained through previous roles as a surveyor or technical specialist.
• In-depth understanding of marine and offshore classification rules, regulations, and associated processes and procedures.
• Experience in conducting or supporting formal accident investigations and involvement in technical legal proceedings.

About us

We are a leading international technical professional service provider and a leader in classification, compliance, and consultancy services to the marine and offshore industry, a trusted advisor to our customers helping to design, construct and operate their assets to the highest levels of safety and performance. We are shaping the industry's future through the development of novel and innovative technology for the next generation of assets, while continuing to deliver solutions for our customers every day.

Be a part of

Lloyd's Register is wholly owned by the Lloyd's Register Foundation, a politically and financially independent global charity that aims to engineer a safer world through promoting safety and education. For a thriving ocean economy, Lloyd's Register colleagues and Lloyd's Register Foundation work together to fund research, foster industry collaboration and develop action-oriented solutions to make the world a safer place.

Want to apply.

Here at Lloyd's Register, we care, we share and we do the right thing in every situation. It's ingrained in our culture and everything we do. We are committed, and continually strive, to lead with our values that empower and enable an inclusive environment conducive to your growth, development and engagement. It doesn't matter who you are, what you have experienced, how you identify, how old you are, where you are from, what your beliefs are or how your brain or body works - the diversity of our colleagues is fundamental to our futures and the changes we can make together. Our inclusive culture allows us to connect together authentically and to be courageous and bold. We don't just talk about our differences, we celebrate them!

We are committed to making all stages of our recruitment process accessible to all candidates. Please let us know if you need any assistance or reasonable adjustments throughout your application and we will do everything we possibly can to support you.

If you don't tick every box in these ads, please don't rule yourself out. We focus on hiring people who share our goal of working together for a safer, sustainable, thriving ocean economy.

We care, we share, we do the right thing.

If you have further questions about this role, please contact us at careers@lr.org and we will respond to you as soon as possible.

Diversity and Inclusion at Lloyd's Register:

Together we are one Lloyd's Register, committed to developing an inclusive and safe workplace that embraces and celebrates diversity. We strive to ensure that all applicants to LR experience equality of opportunity and fair treatment, because we believe it is the right thing to do. We hope you do too.

As a Disability Confident Committed Employer, we have committed to:

• ensure our recruitment process is inclusive and accessible.
• communicating and promoting vacancies offering an interview to disabled people who meet the minimum criteria for the job.
• anticipating and providing reasonable adjustments as required
• supporting any existing employee who acquires a disability or long-term health condition, enabling them to stay in work.
• at least one activity that will make a difference for disabled people.

Find out more about Disability Confident at: www.gov.uk/disability-confident