Contract Manager
This role can be based in either Bristol or Manchester

Reporting to the Senior Director - Operations, this role is for the Contract Manager role for Teleperformance. Responsible for delivering client excellence across Facilities Management and Operations. Within the role, you will be expected to have a clear understanding of the industry sector, client needs and contractual terms.  You will also be responsible for leading the profitable delivery of Instant Group operations, whilst creating competitive advantage for both the client(s) and Instant Group. The role will be FM/Operational based and will require a strong individual from the industry.

You will be responsible for a large team of Facilities/Operations professionals, and will lead the strategic vision of the team
 

Role Responsibilities

Client Relationship Management

• Manage clients proactively and professionally, ensuring their expectations are not only met, but also exceeded
• Seek to position Instant Group as a strategic partner of the customer, through proposing business solutions that add value and competitive advantage to the customer’s business and enhance its performance and reputation
• Take a leading role in development of operational strategic plan, anticipating customer needs and engaging the wider Instant Group business to create compelling solutions and options
• Identify and develop effective relationships with key clients, decision makers and influencers. Map and engage new contacts to further penetrate the organisation
• Develop an in-depth understanding of customers' challenges and influence Instant Group’s strategy accordingly, to enable us to anticipate and respond to client’s current and future needs
• Resolve issues escalated by the client and communicate effectively to your team
  
  

Operational Management

• Management, leadership, and development of a large service team across a diverse portfolio and client base
• Develop and lead Operations strategic plan, take ownership to ensure the plan is relevant and the team have the required skills and knowledge to achieve successfully
• Ensure the effective delivery of all contracted client’s deliverables (this will include the full range of Hard and Soft FM services)
• Review operational and client issues at sites and troubleshoot significant operations/service delivery issues
• Accountable for all operational, compliance and financial risk areas, implement necessary controls and ensure regular independent audits. Escalate and attempt to mitigate any high risks in both the clients’ and Instant Group’s organisations
• Ensure the continuous review and improvement of client metrics and reports, including the compilation and presentation of MI
• Lead / coordinate initiatives (e.g. best practice, playbooks/methodology MI, innovation, cost savings, performance, customer satisfaction and quality)
• Matrix manage regional teams to deliver solutions - create a culture of ‘one-client-team’
• Build relationships with key vendors and ensure they are satisfying the business needs of the client base
• Define service level agreements and drive performance through continuous improvement methodologies to meet/exceed these at all times
• Define the requirement and development of any client-specific solutions
• Lead / coordinate new service implementations
• Ensure all ad-hoc projects at client sites are managed professionally, on time and on budget
  
  

Financial Management

• Ensure operational supply chain deliver withing agreed commercial structure
• Creation of initial account budgets and costs for all service lines
• Manage the budgeting and forecasting processes and be accountable for overall financial performance of the account
• Ensure direct reports understand financial targets and support their achievement
• Ensure a structured plan for profit enhancement is in place and monitor closely for performance

People Management and Development

• Work closely with all levels, including senior and executive management, managers, and staff at client sites and within regional corporate offices
• Manage the selection, induction, development, retention, motivation and performance management of direct reports and wider Operations team
• Establish credibility with direct reports, communicating effectively and ensuring a two way process for sharing information is in place
• Manage the succession planning and development process for site-based management and other key roles
• Define and manage the communications structure and processes
• Ensure feedback from the teams and Employee Opinion Survey is acted upon and plans for change resulting from the feedback are communicated effectively across the employee base
• Ensure all Human Resources matters are managed effectively and consistently

Who are we looking for?

• Strong background in FM/Workplace/Operations and proven track record of strategic delivery
• Significant experience and a proven track record of being a recognised leader and manager of people
• A natural consultative approach with the ability to form strong working relationship through gravitas, an engaging personality and business credibility
• Proven track record of growing volume, profitability and client satisfaction
• Proven track record of developing strategic solutions
  
  

What’s in it for you? 

• Competitive pay scales reviewed annually
• Discretionary annual company bonus
• Private healthcare and life cover
• Hybrid working with a focus on connectivity, flexibility and bigger relationships as part of our workplace experience strategy
• Bespoke training programmes and our bespoke ‘Instant Learning’ portal
• Reward Gateway (discounts!)
• Wellbeing Centre
• Global Employee Assistance Programme
• Brilliant colleague recognition scheme, with quarterly and annual ‘Let’s Celebrate’ awards (with great prizes!)
• Generous referral scheme
• Laptop / tech provided
• Early finish on a Friday!
  
  

At The Instant Group, we prioritise our people and our clients. We are committed to fostering diversity, equality and inclusion, providing equal opportunities in all aspects of employment. Our goal is a workforce that truly reflects society and our customers, creating an environment where every employee feels respected and empowered. When hiring or promoting from within, we see diverse experiences from a variety of backgrounds and welcome all applications regardless of age, gender, race, ethnicity, sexual orientation, religion, disability status or any other dimensions of diversity. We use AI to help us assess applications fairly and objectively.