Client Planning Team Leader

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 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.

BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.