Client Delivery Manager

Founded in 2011 with a vision of providing high-performing customer-centric services in Retail Security, Security services, Cleaning and Facilities management. MA Services Group now has the largest Covert team in Australia and we are still growing.

We are now everywhere, in every state and territory around the country, highly capable of providing industry-specific, efficient and productive solutions, that deliver real benefits. Our approach is to always understand the environment we need to operate in, that’s why we have trained professionals operating within each state, who can combine their skills with their local knowledge, to provide innovative solutions catered to a customer’s specific needs.

We're looking for an enthusiastic Client Delivery Manager at our WA office who wants to be part of a high performing team that is fully engaged, passionate and accountable.

**Duties include**:
**Planning**
- Advise management on meeting customer tender requirements.
- Manage resources to meet contract requirements.
- Offering post-sales services involves monitoring customer satisfaction, ensuring service performance, and continuously improving and refining the services provided.
- Manage the manpower for each site including casuals to have adequate coverage.
- Overseeing, inspiring, and fostering the growth of team members accountable for delivering customer service.
- Advertise & hire new staff as required.
- Monitor staff hours to ensure we fulfil their contractual requirements
- Measure and monitor contract performance.
- Assist management with new projects.

**Administration**
- Customer account management.
- General administration duties.
- General office duties.
- Record HR training requirements.
- Collaborating across various organizational departments, service representatives, and customers to identify and meet customer expectations.
- Collaborating with a 24/7 National Operation Call Centre to ensure optimal efficiency in their operations.

**Quality, WH&S and Environmental Management**
- Implement Quality, WH&S and Environmental procedures and completion records as required
- Ensure staff understand, have access to and implement the QA, WH&S and Environmental procedures and reporting mechanisms.
- Determine, report and prevent recurrence of the causes of non-conformance.

**Other Key Responsibilities include**
- Be responsible for the operational delivery of all sites for MASG Customers:

- Ensure that each onsite security team delivers on the client’s expectations to the best
- possible standard and efficiency.
- Ensure that all security staff (MA Services Group and/or contracted), perform as one
- team, act in synergy and in the best interests of MASG and its clients.
- Ensure that professional security staff are effectively positioned and trained to provide
- Creating and assessing policies, programs, and procedures concerning customer relations and the delivery of goods and services.
- operational excellence as per client expectations and requirements.
- Ensure effective performance management of all staff in line with MA framework and
- client expectations.
- Reconciliation and reporting on a daily, weekly, monthly and yearly basis
- Uphold OH&S policies and procedures to ensure a safe work environment for employees, contractors and visitors;
- Other duties as requested.

**Skills and experience**
- A minimum of 3+ years' experience in Account Management and Client Delivery (Security Services) in a management role.
- Fully qualified and Licensed for Security Operations in Western Australia.
- Current National Police Check.
- Experience in management of multiple sites in a highly regulated environment.
- Exceptional Stakeholder management skills.
- Excellent verbal and written communication skills.
- Excellent prioritization and organizational skills, including the ability to multitask.
- A demonstrated commitment to internal and external service standards.
- A high level of accuracy and the ability to work well under pressure.
- An adaptable and flexible nature.
- Advanced Microsoft Office skills.

**Benefits and perks**
- Competitive salary and benefits package.
- Opportunity to be part of a growing and dynamic team.
- Professional development and career growth opportunities.

**LOCATION**

The position is located in Redcliffe, WA.

**WA License No: SA52398**

Pay: $65,367.98 - $147,469.48 per year

**Benefits**:

- Company car
- Employee discount
- Employee mentoring program
- Salary packaging
- Travel reimbursement

Schedule:

- 8 hour shift

**Experience**:

- Sales: 1 year (preferred)
- Client Delivery Manager: 3 years (preferred)

Work Authorisation:

- Australia (preferred)

Work Location: In person

Application Deadline: 15/11/2024