Business Relationship Manager

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Business Relationship Manager

Apply locations Cape Town - Tygervalley time type Part time posted on Posted Yesterday time left to apply End Date: May 30, 2025 (30+ days left to apply) job requisition id R103067

Position:

Business Relationship Manager

Job Description:

To implement identified key account clients agreed commercial and operational execution strategies, resulting in SLA alignment, consistent operational standards, retention and organic growth, as well as sustainable client profitability. Is responsible for the smooth operational and administrative running of business unit, from the effective management of all employees to providing excellent client service, attainment of transactional operational KPIs and new sales targets.

Location:

Cape Town - Tygervalley

Contract Type:

Permanent

Minimum Requirements:

Experience:

• A minimum of 5 years Operations Management experience within the TES or professional services sector environment.
• Minimum 3 years advanced Labour Relations experience (Disciplinary Enquiries, CCMA/BC at Arbitration level).
• Excellent track record in successfully servicing large clients.
• Excellent track record in new logo growth.
• Financial astuteness at a per client and business unit level. Confident in the concepts of revenue, gross profit, expenses (direct and indirect) and profitability.

Education:

• Degree/Diploma Business & Management Studies.

Roles and Responsibilities:

• Key Account Management:
• Responsible for new business growth.
• Open new client accounts.
• Responsible for getting terms of business signed with all clients.
• Ensure client is managed to agreed operational and commercial SLA.
• Create and maintain a pool of suitably skilled candidates.
• Maximise client headcount opportunities.
• Forecast and anticipate recruitment requirements.
• Regular communication to stakeholders and teams.
• Ensure that candidates receive the highest standards of service.
• Ensure candidate contact through employee lifecycle at a client until appointment.
• Induction of new employees.
• Issue of protective equipment.
• Coordinate transport availability and accessibility for new employees.
• Responsible for adhering to Health and Safety requirements and investigate issues.
• Business Unit Operations & Client Service Delivery:
• Adhere to all administration policies, processes, systems and procedures.
• Ensure compliance with all regulatory and legislative requirements, SOP's and corporate governance.
• Monitor and project manage recruitment orders.
• Monitor and manage weekly activity reports from resourcing in terms of quantity (fill rate) and quality (feedback from client and CSI) and supply relevant reports to clients.
• Ensure that ops teams are aware of specific client requirements and service level agreements and client pricing schedules.
• Client service delivery is in accordance with client SLA.
• Development and implementation of standard operating procedures.
• Conduct continuous site visits and inspections to monitor site performance, compliance and SOP adherence.
• Drive continuous improvement through collaboration.
• Overall accountability for effective and efficient admin and payroll management.
• Ensure that Service Delivery teams adhere to payroll procedures and deadlines.
• Collaborate and co-design with clients to develop and agree on reporting requirements.
• Compile client pricing schedules and negotiate increases annually.
• Onboarding of new clients.
• Efficient and effective day to day running of the business unit.
• Develop and execute on a branch business plan.
• Ensure that the right branch organizational structure is in place.
• Ensure that all Client Sites are set up correctly.
• Ensure effective automated timesheet generation and compilation processes are in place.
• Ensure the retention of all existing clients.
• Continually compare and review reports relating to errors on timesheets/invoicing/late timesheets, identify trends.
• Identify potential opportunities within existing clients to drive organic growth.
• Review and vet costings.
• Manage and ensure effective use of assets.
• Monitor and control all company vehicles.
• Report any vehicle repair requirements.
• Responsible for Building Maintenance.
• Establish and maintain relationships with key client management contacts.
• Monitor client feedback and take appropriate remedial action where required.
• Responsible for record keeping relating to client relationship management activities.
• Resolve escalated queries with client or further escalate to GM.
• Establish a client-centered focus within the business unit.
• Ensure that client strategies as well as appropriate processes are developed and executed.
• Develop and maintain close business relationships with the branch’s top clients.
• Attend client meetings and conduct regular client visits.
• Ensure that both internal and external operations customers service expectations are met.
• Responsible for ensuring on-time and accurate invoice delivery to clients.
• Continuously liaise with credit control, client and service delivery teams to ensure that invoices are paid timeously and queries are resolved.
• Review of monthly age analysis and ensure all problem accounts are attended and resolved.
• Track monthly financial performance of the business unit and implement appropriate cost control and margin improvement measures.
• Provide forecasts to stakeholders.
• Ensure the monthly CP% tracking and measurement on individual client profitability, and resulting corrective actions to ensure acceptable ratios.
• Analyse weekly stats per responsible client.
• Monitor and manage Site Costs.
• Ensure that sound invoice management processes are in place.
• Ensure that monthly branch targets are met.
• Provide input in the compilation of the annual operating and capex budgets.
• Provide accurate monthly growth and OP forecasts.
• Encourage good performance and provide timely and constructive performance feedback.
• Retain assignees through active engagement.
• Implement techniques to track performance and to mitigate assignee attrition.
• Encourage learning to empower assignees through constant upskilling and enablement.
• Coach and mentor assignees.
• Manage disciplinary enquiries, CCMA cases, LR activities etc.
• Escalate potential labour risks.
• Establishing a positive work environment that results in a committed, motivated, productive operations team and optimal retention of people.
• Ensure the required branch performance management, talent development, and succession plan processes are in place, and supported.
• Ensure team members are appropriately trained and developed.