Reporting to the Account Director, the primary function of the Contract Manager is to manage the day-to-day operations and service requirements on site.
Acting as the interface between clients and Adecco Operations you will ensure maximum client satisfaction by meeting all contractual SLA's and Service delivery KPI's. This role will develop and extend the account business portfolio ensuring that client expectations are exceeded through management of on-site delivery teams all candidate resourcing, aftercare and placement activities.
The Contract Manager takes responsibility for the results of customer satisfaction programmes within your accounts, putting agreed action plans in place where necessary.
You will operate as part of a dedicated management team, working in close collaboration with the Sourcing Managers, Consultants, and Client Relationship Managers across the on site, branch network and Central Services functions. You will be required to provide advice and guidance to your team on all relevant key activities in relation to resource management (recruitment & selection), people management (performance, training & development) and all matters relating to the performance of your contract.
You will need to display the following personal attributes to succeed in the role:
Strong people-management skills
Awareness and aptitude for excellent customer service
Business development skills
Numerate and detail-conscious
Strong communication skills, both verbally and in writing and comfortable working with clients and colleagues at all levels
High level of self-motivation and hard working.
Able to respond well to pressure, tight deadlines and flexible hours in order to achieve agreed objectives
You will be required to:
Ensure maximum profitability (P & L responsibility) of client accounts by managing key performance indicators, including, service delivery, financial; resourcing / recruitment; cost management;
Ensure teams are in place on client sites to enable Adecco to meet clients resourcing plans and service delivery expectations including Associate aftercare programme; payroll and invoicing process
Where appropriate qualify job roles or service requirements, including budgets, timescales, expectations and create sourcing strategy to be communicated with the client
Assist the Client Relationship Manager/Account Director to deliver account business plans for client in line with specific client objectives
Candidate sourcing /resourcing /campaign management (prepare resourcing plans)
Management of candidate placements and assignment life cycle through local delivery team
Provide effective leadership of local teams, including communicating the Company's vision, direction and values; raising levels of morale, motivation and retention; engendering positive communication; and creating a working environment where colleagues will want to work here and share in our success
Motivate and manage the performance of direct reports
Implement prescribed measurement systems to ensure that performance against KPIs is tracked effectively on Adecco business systems and that informed action may be taken to continuously improve business performance
Set up, maintain and build relationships with the key client contacts/decision makers at all levels, and to ensure regular communication with all key Adecco departments and client management
Further develop/extend the client contact network to position Adecco as the primary supplier
Manage local service delivery team(s), including the identification of training needs; planning and monitoring training activities; and detailed coaching of colleagues
Constantly look at ways to improve margin performance on accounts in line with company goals and make recommendations to Account Director
Manage through local delivery teams the recruitment of temporaries and/or permanent staff which meets the needs of our clients
Provide bench marking information to our clients with regard local salaries and temporary wage rates
Produce local Management Information in line with client requests
Act as point of referral for escalation of client issues
Manage and reduce on going cost of service delivery to clients through the effective analysis of client needs; planning and delivering operations,
Ensure regular service reviews are performed with the client to discuss operational performance to contractual SLA's.
Accountable for xxx plus service delivery to Associates incl disciplinary, grievance
Researching and understanding the local recruitment market and competitor activity
Provide bench marking information to our clients with regard to local salaries and temporary wage rates as required
Regular appraisals to Associates
Ensuring effective and best possible nationwide deployment of all Associate finishers
Weekly/quarterly and ad hoc management reporting
Manage and develop relationships with 2nd tier, retail branch and AGS sites in the area
Maintain relationships with Government sponsored organisations
Contribute positively to account DSO performance by ensuring correct and timely information is transmitted at a local level
Ensure client invoicing is undertaken in accordance with contract terms and timescales
Ensure that the business is managing all contracts in a compliant manner, managing and controlling audit and quality processes of both Adecco and the client
Ensure maximum candidate satisfaction
To ensure adherence by all direct reports to the company policies and procedures and that administration is completed in accordance with these procedures
To be responsible for ensuring adherence to all Company health and safety policies, guidelines and legislation.
Adecco is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
- Strong people skills
- Excellent Customer service and stakeholder management skills
- large site management experience
- volume recruitment experience
- strong communication skills and self motivation
- numerate and detail concious
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