To provide high quality services to our clients and ensure consistency in delivery of services, implementing best practices procedures across all contracts and having the best management team and structure for the deliverance of services to our clients. Overall responsibility to lead, motivate, manage and direct the operational management team for the relevant sectors
What you’ll do
Manage, motivate, and lead the Contract management team in relevant sectors
Organise, plan and develop new organisation structure in line with existing and potentially new business
Develop and maintain business plans and budgets with specific emphasis on innovation and customer impact.
Control of location budgets ensuring that contracts are effectively managed (operational and financial)
Identify opportunities to reduce cost and/or improve Operating Procedures.
Collaborate with relevant Management Team to deliver best practice and uniform service to Customers.
Manage issue resolution with customers including co-ordination and closure of short term and long term corrective actions.
Drive corrective action where service levels are not being met
Monitor KPI targets across all operations and set and maintain standards of performance for all operational activities
Ensure ongoing informal feedback is gathered from customers
Ultimate responsibility for all personnel management activities for staff, including recruitment, retention, training, performance evaluation and continued development.
Undertake annual performance and development appraisals of all Contract Management Staff
Implement monthly reporting system based on operational activity to Senior Management
What you'll bring
Qualification in Business/Finance or equivalent qualification.
5+ years experience in Operations Management Role in Customer Service Environment
Customer facing experience: Person would need to be very comfortable and enjoy dealing with new and existing clients
Enjoys working in a challenging often changing environment
Proactive individual with strong business acumen
Strong negotiations and influencing skills.
Excellent organisational, verbal and written capabilities required with the ability to think creatively and strategically while proposing and following through on new initiatives