Contracts Manager

Purpose of the Role:
To effectively manage and oversee assigned client contracts, ensuring excellent operational and customer service delivery in accordance with SLAs, company policies and procedures and applicable legislation.

Responsibilities:

• Manage assigned contracts in line with agreed SLAs, KPIs, company policies and procedures
• and client requirements.
• Build and maintain strong professional relationships with clients and act as the key operational contact.
• Monitor contract performance, identify service delivery gaps and implement corrective action.
• Manage client queries, complaints, escalations and disputes effectively.
• Conduct and attend regular client performance meetings and ensure agreed actions are followed through.
• Identify opportunities to improve client retention, service delivery and contract performance.
• Co-ordinate and manage day to day operational requirements across assigned contracts.
• Ensure client staffing requirements are continuously met, with the appropriate workforce levels and skill set within agreed timeframes.
• Support the recruitment team with onboarding and demobilisation of staff in accordance with company procedures and legislation.
• Ensure full (100%) shift coverage, including monitoring staff attendance, turnover, performance and utilisation.
• Monitor weekend and absenteeism trends.
• Develop and implement contingency plans to mitigate staffing shortages and client requirements.
• Manage employee relations and disciplinary matters in accordance with company policies and applicable labour legislation.
• Manage industrial action and employee/client disputes appropriately and timeously.
• Maintain effective communication with staff and address queries/concerns promptly.
• Conduct weekly meetings with staff, minuted and distributed.
• Ensure accurate and up-to-date employee records on site and at the regional office, including warnings, leave forms, meeting minutes and relevant correspondence.
• Submission of accurate IR reports with all relevant documentation.
• Monthly WFM with IR Manager.
• Ensure all employment and contract processes comply with applicable South African labour legislation, statutory requirements, bargaining council requirements and company policies.
• Identify and manage operational, contractual, labour, financial and reputational risks.
• Ensure incidents and claims are accurately reported, investigated and resolved.
• Monitor compliance with client health and safety requirements, inductions and PPE processes.
• Maintain accurate documentation and records for audit and compliance purposes.
• Monitor contract profitability, labour costs, overtime and other contract-related expenses.
• Investigate and provide explanations for budget variances and implement corrective action.
• Ensure accurate billing information, timesheets, overtime and approved variations are submitted within required deadlines.
• Monitor and manage PPE expenses, claims, deductions and recoveries.
• Identify and address potential revenue leakage or unnecessary contract costs.
• Monitor contract performance against agreed KPIs, SLAs and deliverables.
• Submit accurate daily, weekly and monthly reports to clients and management.
• Analyse performance trends and implement corrective and preventative action where required.
• Ensure accurate and timely submission of timesheets and supporting documentation.
• Maintain effective filing and record-keeping systems for timesheets, IR matters, reports, claims and employee documentation.
• Ensure electronic correspondence and client requests are responded to within agreed turnaround times.
• Prepare accurate IR reports and supporting documentation.
• Identify opportunities to improve operational efficiency, service delivery and contract performance.
• Coordinate client projects and ensure completion within agreed timelines, specifications and SLAs.
• Monitor non-conformance and implement appropriate corrective actions.
• Coordinate post-project reviews and submit required reports.
• Proactively identify potential risks, operational challenges and improvement opportunities and escalate where necessary.
• Filing of all time sheet, IRs and reports per week ending.

Personal Competencies, Traits and Attributes:

• Excellent communication and interpersonal skills.
• Strong leadership and people-management skills.
• Strong client relationship and customer-service orientation.
• Excellent organisational, administrative and report writing skills.
• Strong analytical, problem-solving and decision-making abilities.
• Strong conflict and dispute-resolution skills.
• Ability to work under pressure.
• Deadline driven with strong attention to detail.
• Ability to work independently.
• High level of integrity, confidentiality and accountability.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Willingness to work extended hours.

Experience and Qualifications:

• Minimum Grade 12 qualification.
• Diploma or relevant qualification in Management, Labour relations, HR or a related field.
• Minimum 5 years management experience in the TES, or similar environment.
• Valid driver license (Code 8) and own reliable transport.
• In-depth knowledge of the TES industry and related sectors, as well as Statutory bodies.
• Strong labour relations experience; including (IR), dispute resolution and the persistent application of managing industrial action (i.e.: collective or individual).
• Proven experience in client relationship management and service delivery.
• Experience managing contracts, SLAs, KPIs and operational teams.
• Financial, budgeting and commercial management experience would be advantageous.

Please note:
Should you not meet the minimum requirements or hear from us within 14 days from date of advertising, please accept your application as being unsuccessful.