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Senior Client Care Manager - Hong Kong

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Date: 13-Feb-2019

Location: Hong Kong, HK

Company: Lloyds Register

Job ID:27679
Location:Hong Kong : Hopewell Centre (LR_L000348) 
Position Category:Client Management
Department:HK620056 : HKG-MARINE SALES (HK620056)
Position Type:Employee Regular


Lloyd’s Register Role Profile


Job Title: Senior Client Care Manager – Hong Kong

Report To: Area Client Care Manager

Business Stream: Marine


Role purpose:

To provide client focussed technical and commercial support, that sets us apart from our competitors.  To find solutions to our client’s technical problems whilst balancing customer need with LR procedures and regulations. Acting on guidance from the Area Client Care Manager, support all stages of the client experience; maintain the client relationship via contract management and continual relationship-building; and manage client data.  Work closely with Service Delivery and Sales & Marketing staff to ensure that the client relationship is successful and managed effectively at all times



Key Responsibilities:

Develop an in depth understanding of our customer’s business, so as to further the relevance and quality of actions taken whilst delivering remaining role responsibilities:


Manage Technical Enquiries both to External and Internal customers, for the benefit of our overall marine business. Furthermore assist to build up a Knowledge Database in addition to the FAQs from the MTHD applicable for Ships and Marine Equipment Component’s.


Manage the customer experience during in the preparation and execution of services delivered by SDOs, assisting the customer with Survey preparation and dispute resolution


Establish and maintain a close relationship to LR Marine experts (in-service, new construction) with colleagues from MTHD, DCE, TSO (worldwide), Client Care Managers, Classification Group, TPG etc.


Specialist support to Customers, Client Care Managers and the Sales Teams covering technical advice and assistance during entire life-cycle, e.g.:

  • For in-service advice in respect of all classification and statutory aspects including advice on repairs, conversions and preparation of major surveys.
  • For new construction projects close technical support and cooperation to ensure appropriate technical input is provided at pre-contract stage, during construction and delivery.
  • Make recommendations based on client feedback to assist in service delivery improvement and to help building the business.
  • Communicate developing statutory requirements and guide customers through their business impact


Technical investigation of Port State Control cases and dealing with Fleet Quality Management process in close cooperation with AM, ATPM, and SDO as appropriate.
Assist AM in preparation of Fleet Improvement Plan (FIP).

Conduct activities in line with internal procedures, accreditation schemes, legislation, and industry standards.

Pursue Continuous Professional Development and maintain a high degree of discipline, knowledge and awareness.

Undertake administration as required in line with current processes and procedures, including monitoring project progress and contract requirements.



Key Health & Safety Responsibilities:

Assess the risks and work in a safe manner at all times, robustly implementing health and safety rules, instructions and systems and refuse to undertake work that compromises your safety or health.

Report in a timely manner all incidents including near miss and safety observations (NMSO), accidents and injuries and raise any health and safety concerns with your line manager.




Technical / Professional Qualifications / Requirements:

A degree or equivalent from a tertiary organisation recognised by Lloyd's Register within a relevant engineering discipline or qualifications from a marine or nautical institution or relevant sea-going experience as a certificated ship’s engineer.

Min. 4 years working experience in the marine industry in a technical function.

Strong knowledge and understanding of existing ship class and statutory surveys.  Experience as an existing ship surveyor is beneficial.

Strong technical expertise in a related maritime engineering discipline.

Membership of an appropriate professional institution of advantage (VDI, IMar Eng., VDSI, etc. )

Ability to understand and assess complex technical situations, visualise solutions and see through to resolution.

Ability to provide technical expert advice to clients and colleagues within the responsibility agreed.

Strong team spirit. Demonstrate professional people skills and promote a team working environment across the area of business.

Commercial awareness and service orientation

Thorough understanding of the shipping market and marine environment.

Demonstrate motivational skills in directing colleagues to achieve business objectives.

Ability to communicate effectively at different levels within organisations.

Proficiency in English language.

Flexible approach to adjust role as the position develops.







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