Contract Manager Dublin, Ireland Up to 50000

G4S - Contract Manager Job Description

Manage day-to-day security service operations for a defined customer base to retain contracts and identify potential new business opportunities.

Objectives:

• Manage contracts to ensure that properly trained staff operate defined site specific SOPs, that additional service obligations are met and that customer issues are resolved promptly
• Review site specific operation procedures and update in the light of customer requirements, risk assessments, site experience and security industry developments.
• Support the maintenance of ISO accreditation ensuring that documented processes and procedures are adhered to on each site.
• Build strong customer relations and loyalty through regular on site inspections, service level reviews, on-site quality audits, etc.
• Manage security personnel to ensure that all staff adhere to site specific SOPs and that managers and staff adhere to company codes of conduct, HR policies and H&S guidelines.
• Carry out investigation and disciplinary processes as required.
• Resolve staffing issues (payroll, rosters, personal issues) to ensure staff are fully motivated and minimise turn over rates and associated recruitment and training costs.
• Collate information on all company activities and prepare metric reports for customers in accordance with contract requirements in order to present back to the business at quarterly business reviews.
• Manage company vehicles and resources to ensure that all are fully functional and alternatives are available when necessary.
• Support the sales team in the preparation of tenders and quotations to capture business opportunities that arise.
• Implement ISIA approved practices to ensure G4S operations are fully compliant with licensing requirements.

Skills, knowledge and experience:

• 5+ years client relationship management experience in the security industry
• 3rd level qualification, minimum diploma level
• Proven track record in customer relations management
• CRM experience essential, salesforce experienced desired
• Experience managing global client bases with multisite locations
• Leadership / People management
• Applicants must have no current live disciplinary actions on file
• Excellent timekeeping and attendance record
• Analytical Ability
• Initiative
• Team working
• Customer focus
• Results focus
• Interpersonal / communication skills
• Computer literate

Key Performance Indicators:

• contract margins
• staff turnover rates
• absenteeism rates
• customer complaints / exception reports
• % site inspections
• approved officer coverage