Contracts Manager

Purpose of the Role:

To effectively manage and oversee assigned client contracts, ensuring excellent operational and customer service delivery in accordance with SLA’s, company policies and procedures and applicable legislation.

Responsibilities:

• Manage assigned contracts in line with agreed SLA’s, KPI’s, 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, minute’d 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 escape where necessary.


• Filing of all time sheet, IR’s 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, SLA’s, 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.

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