Purpose of the Role

Managing Key Account Clients, international and national, under responsible portfolios successfully achieving the company's targets / objectives / plans.

Key Responsibilities / Accountabilities

1. Strategic:

• Managing the day to day operations / business of the Branches within the Zone/Area by providing the highest quality and professional commercial security service to its customers that reflects well on the International Brand of G4S.

• Providing a service in accordance with customer service agreements and in accordance with the policies, procedures and systems (i.e. ISO etc), as laid down and amended by the company from time to time.

• Managing the business of the Zone/Area profitably, efficiently and cost effectively, by maximizing the use of existing resources and improving business practices through developing / implementing new agreed techniques and ideas.

• Profitably growing the business in the Zone/Area by identifying and planning for and developing new customers and by maintaining existing customers.

• Ensures that all applicable internal company operational, financial, personnel and administrative standards, policies, procedures, instructions and orders are carried out, documented and implemented on a timely basis, updated regularly, monitored, effectively managed, supervised and communicated to all applicable Branch operational staff accordingly.

• Meet Company, Regional, Branch, individual and team performance targets measured through Key Performance Indicators (KPI's) in Key Result areas including yearly financial budgets.

• Encourages the selling of all G4ST core service streams.

• Maintain customers' relation and become a strategic partner and advisor to the client, discovering new opportunities to work together for mutual benefit.

• Acquire a thorough understanding of key customer needs and require a thorough understanding of key customer needs and requirements and help to expand the relationships with existing customers by continuously proposing solutions that meet their objectives.

• Ensure the correct products and services are delivered to customers in a timely manner by serving as the link of communication between key customers and internal teams.

• Sales

• In conjunction with the MSS Sales and Marketing Department, identify potential customers in the Zone/Area and make sales presentations and proposals to them to win new business.

• Ensures competitive pricing and strong profitability is maintained in the Zone/Area.

• Preparation of English Proposals or organization of the same for foreign customers, assisting Branch Managers and get assistance from Sales & Marketing Manager,

• Following up with and ensuring the clients agree to prices increases in advance of contract renewal time and when the government introduces an increase to minimum wages or other mandatory changes.

• Keeps up-to-date with and keeps Sales & Marketing Department informed of, what the competition is doing in the Zone/Area and/or planning and being ready to counteract the effects on the company.

• Financial

• Responsible for no loss of profitability at customer sites.

• Reducing operating costs to the minimum efficient level acceptable to a premium service provider.

• Ensures that Clients are correctly billed for services provided, including contracted work, additional and temporary services.

• Ensures the expenses claimed by the Branch Managers and their subordinates are justified, verified and accurately documented for approval by immediate line manager and submitted on a timely basis.

• Responsible for following Operations Manager authority limits for approving expenses.

• Checks claims for overtime to ensure accuracy and justification and keep it to an absolute minimum.

• Ensures any bank guarantees are in place and up-to-date in accordance with the client contract/agreement.

• Legal

• Maintains up-to-date information and keeps senior management advised regarding applicable legislation or new legislation for the security industry affecting the company's and Zone/Area operations and ensures legal compliance of all the company's operational work.

• Ensures that the guarding services are provided in accordance with the agreed terms of the written Client Contract at all times. Also ensures the written Client Service Agreement is in place before any guarding services commences.

• Ensures that all applicable insurances, licenses, permits, registrations, certificates, etc. pertaining to the law affecting the branch and/or operations department and staff are in place, current, relevant, and renewed in advance on a timely basis.

• Ensures guard accommodation is rented formally with correct documentation in place.

• Customer Service

• To maintain and improve service quality to the Client, and ensure that the operational requirements meet Client needs, and are carried out in accordance with agreed client service contracts and assignment instructions.

• Carry out and encourage pro-active customer relations.

• Preparation of correspondence to customers covering operational matters and also ensuring that, where relevant, this information is copied to the Director of MSS.

• Respond immediately to and then follow up, investigate and successfully resolve all customer complaints. Ensure that the complaint handling is done timely, correctly, and documented in accordance with the company procedures. Following the relevant corrective action, ensure that Branch Management and Staff, including site staff, are briefed on the lessons learned to prevent re-occurrence, including recommending new policies and procedures.

• Ensures that requests from Clients are documented accurately and actioned according to the satisfaction of the Client in a timely manner.

• Establish and follow a weekly, monthly and annual client visitation / meeting plan for the Zone/Area including a personal one. Meetings must be documented for the company file and where appropriate copied to the Director of MSS. Any action points agreed must be followed up with on a timely basis.

• Attend meetings as requested by the Client and initiate the same as the circumstance dictates, and documents the meetings.

Qualification

• New Sales

• Employee Retention/Turnover Rate (of dissatisfied Staff)

• Contract Renewal Price Increase

• Contract Terminations

• Incidents at Sites

• Hours paid to guards but not invoiced to clients

• Receivable days (and collections from Client)

• Overtime hours amount (and control thereof)

• Manpower Shortage vs Total Hours Billed

• No. of Contracts below budgeted margins

• Training Days%

• Client Retention

• No. of Complaints

• No. of Loss or Damage Claims and Value

• Compliance with Company ISO System

• Client Satisfaction