Client Service Manager at G4S

The Client Service Manager will manage the provision of quality contractual and ad-hoc integrated security services to our client in the mining industry in compliance with legislation, company policies, processes and procedures, to ensure the achievement of budgeted financial targets and satisfied client.

ROLE RESPONSIBILITY:

Manage relationship between actual results, budgets and forecasts and Performance Management should be reviewed by way of trading with all Contract and Branch levels on a monthly basis as per G4S Security Excellence Centre 100 Assessment and Planning

Initiate cost saving model and controls

Gross Margin Management

• Direct Wage control


• Easy Roster management (Daily, Weekly and Monthly Labour Checks as per G4S Way)


• Adherence to Timesheet reviews, Payroll analysis and Pay queries as per G4S Way


• Managing on weekly basis the performance through trading at a contract, branch and regional basis the G4S Way SEC KPI Tracker


• Contract profitability (Cost Model)


• Increase Margin through Labour efficiency

Manage cash flow.

• DSO management


• Debt collection and cash generation

Development

• Succession Planning and Employment Equity


• Attendance of subordinates at scheduled training interventions, meeting of employment equity goals, succession planning.


• Generate Job Description for all staff under management


• Performance Appraisals for all direct reports on a quarterly basis

Leadership

• Ensure Staff motivation levels are high

Client retention and customer service levels

• Compliant with Contract Management as per G4S Security Excellence Centre 100 Assessment and Planning


• Monthly and weekly operational reports


• Attendance to client complaints and Direct involvement and responses to complaints


• Escalating all minutes of Client meetings to DMS and SD


• Ensure the customer correctly invoices for services rendered.

Quality Management/Ops Process management – adherence to quality standard

• QA audit results and operational matrix


• Compliant with all procedures as per G4S Security Excellence Centre 100 Assessment and Planning Mobilization, Risk Assessment, assignment Management and KPI’s


• Daily Operations KPI Tracker


• Compliant with Uniform, Equipment and Vehicles as per G4S Security Excellence Centre 100 Assessment and Planning


• Ensure the security operations executed meet the customer’s requirements.


• Ensure the Site File, Site Instructions, Registers and Emergency Plans are in place according to the customer requirements.


• Ensure the Site Instructions and Emergency Plans are strictly adhered to.


• Ensure that each new employee receives site induction.


• Ensure that site personnel are adequately trained to perform their duties.


• Conduct On the Job Training according to your training schedule.


• Co-ordinate Advanced Training for the supervisors.


• Ensure the Customer’s Health and Safety policies have complied with.


• Ensure all available resources are fully utilized to perform a profitable security service.


• Ensure an approved Site Instruction is available on every site.


• Ensure site operations are in accordance with the Site Instruction.


• Ensure patrols are planned and conducted in a controlled manner.


• Ensure the site is always covered with manpower according to the contract.


• Ensure the Measurement of Customer Service Standards is completed as required.


• Co-ordinate security emergency preparedness on site according to the Customer’s emergency Plan.


• Conduct investigations of crime incidents.


• Conduct investigations of all claims against the Company


• Maintain a Site File.


• Ensure that equipment and stock that are kept on site are handled and stored in a manner, which prevents damage, deterioration and loss.


• Follow up on equipment, stationery and uniforms requested.


• Record all customer-supplied equipment on the Inventory List on the site.


• Solve customer complaints as soon as possible and ensure you execute the Customer’s Instructions

Shared Best Practice

• Fully implement Account Management initiative


• Ensuring by Easy Roster management, the maximum efficiency

Labour issues, grievances and unrest

• Ensuring that all labour issues are dealt with immediately


• Escalate all grievances or issues immediately to DMS and HRD


• Prevent any issues which may lead to industrial unrest


• Attend weekly meetings with representatives

Trade Unions

• Arrange and scheduled Monthly meetings with Union representatives


• Escalate all minutes of meetings to DMS and HRD

THE IDEAL CANDIDATE:

The Ideal Candidate Must Have:

• Must be a Zambian with a Green National Registration Card


• Must have minimum of a Diploma is any Security Management Related field


• Project Management qualification will be an added advantage


• Minimum Experience in Security Management of not less than 7 years at Management Level 5 of which should be in a mining industry


• Must be willing to relocate to Solwezi, if not already in Solwezi.

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