Job Description:

CLIENT SERVICING & OPERATIONS MANAGEMENT

Manage and oversee the site operations, ensuring all SLAs, contractual requirements and client expectations are met Demonstrate a full understanding of the client contract and ensure updates are made in a timely manner Build and maintain strong client and team relationships; regularly meet key client contacts, provide fast turnarounds to requests and work collaboratively to achieve goals  Manage local vendor relationships and contracts, where applicable Ensure all operating procedures, processes and manuals are up-to-date and always adhered to 

Advise and support the client and team on daily matters with clear communication, applying examples of best practice Encourage teamwork; drive change and ensure all staff members strive to achieve client satisfaction Maintain effective communication with the Regional Account Director at all times. Escalate promptly when required Proactively identify opportunities for service enhancement and client value-add 

LEADERSHIP, TRAINING & DEVELOPMENT

Lead client and staff meetings as appropriateManage staff, using ‘lead-by-example’ approach and assist with any role when necessary to ensure client service expectations are metResolve disciplinary issues in a timely and legally compliant wayFoster a positive, cohesive, collaborative, and team-oriented work environment between staff members of both intra- and inter-office departmentsPrepare and conduct employee evaluations and development planningMaintain site employee capability matrix

FINANCE

Prepare monthly site invoices, gross margin template and payrollProcess related service providers invoicesReview and question monthly profit-and-loss and balance sheet statementsPerform regular salary and equipment benchmarking against other sites, competitors and countriesPrepare responses to Requests for Proposals

OTHER GENERAL DUTIES

Assist with hiring, training and development of staff and foster a collaborative team-oriented work environmentPrepare and assist with employee evaluations and disciplinary issuesManage and deploy overflow/temporary staff, ensuring site is adequately staffed at all times, including providing ample coverage onsiteMaintain confidentiality and exhibit professional decorum at all timeAll other duties assigned

Key Requirements:

5+ years' comprehensive outsourced operations experience preferred5+ years' experience in a leadership roleProven experience in growing account(s) under direct management  Strong client service, negotiation and communication skills  Detail oriented with the ability to prioritise and handle multiple tasks in a demanding, time- sensitive environment High level of competency in MS Excel, Word, PowerPoint and management tools e.g. Workday