Contract Manager
4 days ago
Contract Manager - Customer Experience - Arabic Speaker
Subject to Contract Award
Make a difference every day
The Job Opportunity
The role will be the senior Serco person on the contract and therefore responsible for all staff, and subcontractors, together with the financial and operational performance of the contract. This role is a ccountable for the overall contract management functions including but not limited to leadership, planning, co-coordinating, accountability and strategies and to ensure the contract delivers to contract Service Level Agreements on behalf of the Client & Serco.
Key accountabilities Manage the day-to-day operations of all elements of the Contract to meet all statutory, regulatory, business, strategic requirements. Deliver contractual Service Level Agreements and Key Performance Indicators (KPI). The review, approval and execution of all commercial contractual terms in accordance with client requirements. Represent client to navigate through various audits, inspections conducted by local bodies, insurance companies, bankers, investors etc. Manage stakeholder relationships within the client organisation. Identify organic growth and new Business Development opportunities with related stakeholders.
Knowledge of high-quality service delivery within Customer Experience, ideally within an outsourced public services contract
Knowledge of financial and commercial aspects of an outsourced contract
A respected leader capable of developing close working relationships with the client to ensure the mutual success for all stakeholders and longevity of the contract
Communication and presentation skills at both an individual and team level
Demonstrated high level of interpersonal skills and proven ability to effectively communicate (in both oral and in written form) with all levels of management, employees, customers, contractors and other stakeholders.
Demonstrated commitment to the processes of continuous improvement and quality customer service
Experience within the hospitality, leisure, tourism or transport sector
Specific requirements
Extensive experience in a leadership and operational role in the Customer Service Experience industry with proven evidence of contract management budget and business complexity commensurate with an international working environment
Demonstrable experience in managing multi-disciplined People Managers including support functions (e.g. finance, procurement).
Have led a diverse, multi-cultured, multi-disciplined workforce to achieve the work output and quality of services.
Demonstrated analytical, organisational business and negation skills.
Demonstrated experience in Change Management.
Proven financial management expertise, especially the ability to control and meet budget objectives
Fluent communicator in Arabic, spoken and written
Working with Serco
At Serco, not only is the nature of the work we do important, everyone has important role to play.
We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
Join Us
By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
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