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Company
The China-Britain Business Council (CBBC) is the UK’s national business network promoting trade and investment with China. Since 1954 we have acted as the independent voice of business, located at the heart of the action, engaging across both countries in every sector and region. We support our members and partners by delivering the advice, analysis and access which they need in order to seize the China opportunity.
Our diverse membership includes the UK’s leading companies and universities, dynamic UK SMEs, and an ever increasing number of Chinese companies exporting to and investing in the UK.
Working with Grant Thornton, CBBC have been selected by the Department for International Trade to deliver the Enhanced International Support Service for China, a government programme designed to provide specialised, meaningful export support in vital markets for UK businesses.
The Service is being established to improve the impact and value of UK Government support to exporting companies. DIT is dedicated to supporting exporters in increasing sales across the world, and additional support in key global markets will help drive this ambition.
The service in China will be delivered through a hub centred in Shanghai, supporting UK exporters accessing opportunities across the whole country. The opportunity to join this exciting programme as the Client Services Lead and Hub Director in Shanghai is outlined below:
The Role
As Client Lead and Hub Director in Shanghai you will be accountable for the client facing side of EISS service delivery, overseeing the client facing advisory and coordination team. You will be responsible for ensuring that participant businesses' perception of the service is highly complementary and customer satisfaction is high throughout the customer journey, and that targets are met to ensure DIT's expectations are satisfied to a high level.
Location: Shanghai
Report directly to： the CBBC Chief Commercial Officer.
With regard to Client Team management, you will be responsible for:
Optimising performance and delivering against contractual outcomes relevant to the customer journey which focuses on the provision of timely, relevant information and advice to UK exporters wishing to develop and grow their exports to China
Maintaining required standards of quality and consistency,
Development and maintenance of technical content and assets available to support clients
Implementating, monitoring and improving team performance, providing coaching and training as required
Defining customer approach and methodology
Instilling appropriate service culture
Building and maintaining good working relationships with clients, staff and colleagues
Ensuring Client facing time is utilised efficiently
Ensuring that the team complies with all required reporting and management approaches, and that all functions outlined in the Operations manual are followed
Troubleshooting client facing team performance issues and developing improvements to service efficiencies
Reporting client service team issues and contributing to reporting requirements to overarching EISS Service director and internal CBBC line manager
Act as an escalation point for client services team and clients during customer journeys
With regard to overarching Service Management and Reporting, you will:
Lead implementation of performance function within the Client facing team
Identify and recommend the commissioning and development of performance analytics, working collaboratively with data analytics team
Investigate opportunities to improve performance within Client facing team
Identify areas for operational improvement or efficiency increases between stages of customer journey
Support implementation and maintenance of quality strategy to required standards across Client facing team
We are looking for an energetic individual dedicated to excellent customer service with a passion for motivating their team to deliver consistently to the highest standards. You will be able to demonstrate:
Extensive experience of team management and leading a team through a change cycle
Proven team / people management expertise, with understanding of Chinese culture and management expectations
Proven project management experience and evidence of ability to manage self and internal / external team members to prioritise effectively and deliver on time
Excellent IT skills with Microsoft Office suite, including advanced Word skills (such as long document management including tables of contents, indexes, cross references, styles etc) and sophisticated PowerPoint skills
Excellent communication and writing skills (native English/equivalent)
Understanding of Chinese language (desirable)
Benefits and conditions of employment
The successful candidate will be hired by the China-Britain Business Council on an initial three year contract.
CBBC offer competitive packages which include basic gross salary, social insurance, medical insurance, and generous leave entitlement.
The gross annual package for this position is approximately RMB 48K – 54K with annual pro rata leave entitlement of 30-days for non-Chinese nationals.
Interested candidates are invited to send a letter explaining how your personality and experience meet our requirements and an indication of your current salary and expected salary together with detailed CV to the following email address. Please use “EISS Director SH – Candidate Name” as the subject of the email:
CBBCHR@cbbc.org.cn
We regret that only short listed candidates will be notified and that applicants who fail to provide
a cover letter and use wrong subject of email
will not be considered.
The closing date for applications is 18th September 2020. We encourage early applications. We will be reviewing applications as they come in therefore you may be contacted before the closing date if we wish to take forward your application.
Telephone enquiries and personal visits will
NOT be accepted
