Job Purpose:
As a member of the Account Management Team, acts as the operational subject matter expert for the specific contracts under the designated portfolio. Supports both the account management & operation delivery teams in investigating and manging any operational incidents that should arise on any contract under the designated portfolio. Works with relevant stakeholders to develop, plan and lead operational excellence in the execution of mobilisation and demobilisation of contracts. Role models collaboration, leads and motivates the operational delivery team to make decisions that deliver against the contract strategy and business plan. Responsible for ensuring that all front-line staff have the relevant training and regulatory qualifications required to carry out their respective duties.
Job description
ACCOUNTABILITIES:
✓ Helps design and implement solutions that delivers performance to target on quality, health, and safety, environmental, operations, customer, financial, commercial and colleagues.
✓ Maintains compliance with statutory requirements through adherence to procedures and effective colleague training and development.
✓ Ensures availability of resources to maximise efficiency whilst delivering the required workload by working with the resource planning teams.
✓ Provides a safe working environment; role models and maintains safe and secure working practices.
✓ Identifies, develops, and achieves plans to improve contract profitability year on year against departmental targets.
✓ Works with operation performance manger to develops and coordinate the accurate and timely operational and business dashboards for each delivery area, working with Customer Insight to ensure external benchmarking and customer focus.
✓ Creates and manages service level agreements with key suppliers and stakeholders.
✓ Leads a customer focused employee relations climate, working jointly with colleagues through meaningful engagement and empowerment.
✓ Enables, empowers, and embeds a continuous improvement culture that delivers value added change.
QUALIFICATIONS AND EDUCATION REQUIREMENTS:
✓ Educated to college level or Minimum 3 years’ experience in supervising large operational teams.
✓ Contract management experience.
✓ Demonstrable structured leadership training is desirable.
✓ Experience in leading and empowering change in an operational or service environment.
✓ Knowledge of the GCC market/industry and its related rules & regulation.
✓ Health & Safety qualification (desirable)
Skills & Capabilities:
✓ Excellent communication skills, able to present and articulate clearly to all levels.
✓ Strong cross team working & collaboration skills, able to build and foster excellent cross departmental relationships.
✓ Demonstrates understanding of Dulsco business, operational, and commercial strategy to ensure effective decision making and the delivery of business plan.
✓ Effective at both strategic and operational decision making and able to turn strategy into results. ✓ Able to forecast and predict future challenges to embed a non-reactive, delivery led culture.
✓ A proven well-regarded leader evidenced through managing change with empathetic, balanced judgement, decision making and influencing skills.
✓ Demonstrated ability to coach, lead and engage with large groups of colleagues.
✓ Strong people leadership skills, with ability to clearly explain and deliver business change.
Key performance indicators:
✓ Key deliverable for the role is a successful daily operation.
✓ Safety and Operational performance metrics
✓ Colleague engagement scores
✓ Ad-Hoc deployments fulfilment
✓ Customer Complaints Metrics
✓ Utilisation Metrics