Client Operations Enablement Manager

Client Operations Enablement Manager

Responsible for managing the operations deliver team as well as ensuring contract profitability across clients cluster in a location whilst continue seeking quality and service improvement interventions and fully accountable for client service delivery in line with client Service Level Agreements and Pricing Schedules.

Location:

Isando

Contract Type:

Permanent

Minimum Requirements:

Experience:

• +2 years management experience
• Advanced IR experience
• TES experience
• High level of flexibility required

Qualifications:

• Grade 12
• Diploma/degree in HR, Labour Relations and/or Business Management

Roles and Responsibilities:

• Ensure shifts are fully staffed as per client contract requirements;
• Ensure that protective equipment and related documentation is issued;
• Report injuries on duty;
• Brief all assignees with regards to client operating policies, procedures, health & safety and labour relations issues prior to placing an individual on assignment at client site;
• Ensure that all incidents involving disciplinary issues are fully investigated, recorded and acted upon in a legally defensible manner up to Written Warning and escalated to Client Success Manager as per SOP;
• Monitor and ensure employees are using the biometric or relevant timekeeping system correctly;
• Monitor and manage assignees performance in accordance with their job descriptions and job requirements;
• Monitor attendance and timekeeping of assignees;
• Communicate and provide feedback timeously to client regularly regarding queries;
• Prevent losses, wastage or misuse of time, materials or equipment;
• Address poor performance;
• Manage teams and disciplinary issues.
• Support the Growth Team with all growth activities:
• Attend site visits, assisting with needs analysis, costings and industry information;
• Provide input into start-up plans and ensure execution and monitoring of transitional plan;
• Provide input into KAM and Tender teams to ensure retention of existing clients.
• Actively look and report on sales opportunity leads and provide reports to BRM's weekly, not limited to BLU;
• Ensure all client growth opportunities are fulfilled and maximised;
• Develop awareness of client future business needs, identify potential opportunities and communicate to Business Relationship Manager / KAM / Growth;
• Accountable for effective and efficient Payroll Delivery:
• Ensure that Service Delivery teams adhere to payroll procedures and deadlines;
• Responsible for ensuring first time accuracy of payroll with no necessity for credit notes and adjustments by utilising the monthly payroll error reports;
• Attend to escalated payroll queries;
• Ensure integrity of data on the payroll system;
• Responsible for consistent client reporting:
• Collaborate and co-design with clients to develop and agree on reporting requirements and monthly dashboard presentation;
• Ensure delivery of agreed client reports by Service Delivery team when required and monitor quality thereof;
• Reporting to Business Relationship Manager on full spectrum of responsibilities including contract specific figures or as per requirements;
• Responsible for reporting on daily fill rate to the Business Relationship Manager;
• Full responsibility of all Employee Relations (ER) activities on clients sites:
• Fully versed with the clients code of conduct;
• Responsible for ensuring the correct charges are issued;
• Collaborate with Employee Relations where necessary;
• Collaborate with the client to ensure alignment in processes and outcomes;
• Chair disciplinary enquiries
• Preparation for CCMA cases and present the full pack to the Employee Relations team;
• Ensure presence at the CCMA as a star witness and ensure total client confidence in their IR abilities and presentation skills;
• Monitor and report on Site LR activities on a monthly basis;
• Escalate potential labour risks to Business Relationship Manager / Employee Relations Manager;
• Keep up to date with all labour legislation, council agreements, wage determinations and latest trends in the industry
• Ensure harmonious labour relations on client sites by liaising with relevant union officials and shop stewards as required
• Ensure team compliance with Employee Relations recording keeping and standard operating procedures and ensure all LR actions, processes and supporting documentation is uploaded onto the operating system.
• Establish and maintain relationships with key client management contacts;
• Attend client meetings and conduct regular client visits;
• Develop awareness of client future business needs, identify potential opportunities and communicate;
• Monitor client feedback via CSI reports and take appropriate remedial action where required; Develop understanding of the nature of the client's business and their requirements as well competitor analysis;
• Ensure regular site visits and conduct formal minute client engagements including a monthly dashboard presentation meeting;
• Responsible for record keeping relating to client relationship management activities including, client contact details, engagement model, minutes of meetings, meeting schedules and IP related documentation and that this is accessible at all times;
• Resolve escalated queries with client or further escalate to Business Relationship Manager if necessary;
• Ensure site Induction of all new direct reports;
• Coach and mentor direct reports;
• Manage direct teams and disciplinary issues;
• Establishing a positive work environment that results in a committed, motivated, productive operations team and optimal retention of people;
• Ensure team adherence to all HR policies, processes and SOPs;
• Ensure the required team performance management, talent development, and succession plan processes are in place, and supported by individual development plans for each employee;
• Ensure team members are appropriately trained and developed to fulfil their roles and drive learning culture in team and region;
• Ensure that team is staffed with high calibre staff to drive the day to day operations and service delivery on client Contracts / Sites;
• Ensure the required assignee documentation management processes and systems are adhered to by the team and ensure compliance with internal, Adcorp Sustainability and DoL audits;
• Ensure compliance with relevant legislation, client SLAs, company policies/SOPs and corporate governance requirements;
• Ensure effective management of health and safety and IOD processes to ensure compliance with legislation, Company guidelines and client requirements
• Invoicing and Debtors:
• Ensure that the agreed client order to cash process is accurately set up and effectively managed;
• Responsible for ensuring on-time and accurate invoice delivery to clients;
• Continuously liaise with Accounts Receivable team, client and service delivery teams to ensure that invoices are paid timeously and within payment terms and escalated queries are resolved;
• Review of age analysis monthly and in accordance with SLA and flag any issues;
• Attend meetings when required to resolve problem accounts.
• Compile client costings and negotiate increases annually:
• Provide forecasts for Business Relationship Manager when required;
• Contract Profitability – ensure that the CP% analysis template is completed accurately monthly and that client profitability is maintained at acceptable ratio's;
• Analyse weekly stats per responsible client and highlight inconsistencies or irregularities and investigate reasons for these:
• Sick leave and Family Responsibility leave;
• Sundry billings;
• Monitor and Manage Site Costs in accordance with client pricing schedule:
• PPE, transport medical and training costs per assignee per site and conduct random audits.