Job Function:

To manage the processes, teams and resources that act as the first point of contact for client / customerqueries, contributing to operational effectiveness, client / customer satisfaction, reduced risk, profitabilityand compliance to relevant policies and regulatory requirements.

Key performance areas

Recruitment and Selection

• Ensure recruitment and selection of assignees is according to client requirements and standard operating procedures. Ensure direct reports comply with same requirements

• Ensure all staff supplied to clients have undergone the required induction and other training programs. Monitor inductions conducted by Contracts Managers/Supervisors and follow up on outstanding inductions

• Ensure quality of inductions conducted against standardised guidelines

Industrial Relations

• Monitor IR activity of cluster and include on stats dashboard

• Escalate potential risk to client or Regional Manager and IR Officer.

• Chairing of disciplinary hearings as required

• Support Regional Manager / IR Officer in preparation for CCMA cases

• Handle CCMA cases when required

• Drive harmonious industrial relations climate through contact meetings with relevant union officials and shop stewards when required

Safety, Health and Environment Compliance

• Monitor any IOD’s and analyse / investigate trends. Ensure all relevant documents are completed and submitted to the HR department for filing and processing with the Compensation Commissioner

• Ensure staff undergo health and safety induction training

Administration

• Ensure deadlines are met in terms of submissions to payroll

• Ensure staff are issued with payslips timeously before payday (no later than pay day)

• Ensure pro forma invoices are raised and submitted to clients. Ensure clients provide PO numbers (where applicable) for inclusion on final invoices. Ensure final invoices are submitted to clients timeously to enhance debtor’s payments

• Provide forecasts to Regional Manager as and when required

• Attend telecoms and other meetings when required to resolve problem accounts

• Analyse weekly stats per responsible client and highlight inconsistencies or irregularities and investigate reasons for these

Client Relationship Management

• Establish and build a relationship with client management

• Develop understanding of the nature of the client’s business and their requirements

• Understand client requirements and ensure service delivery compliance according to agreed terms in respect of:

• Daily/weekly client meeting requirements/Site visits

• Develop operational SOP per client according to SLA

• Resolve escalated queries with client or further escalate if necessary

HR and Management of team of direct reports:

• Performance management and development of direct reports according to HR standard operating procedures

• Ensure adherence to all HR Policies and procedures