Client Services Manager

The Client Services Manager is responsible for the day to day running and overall management of the Marsh McLennan Companies (MMC) Melbourne client floor, catering operations and Sodexo team. The key objective is to achieve optimum results in relation to service delivery, vision and leadership, client relations, financial management and return to MMC and Sodexo.

The scope of delivery comprises coordination and execution of full client floor services in respect to:

· Coordination of the function and special event catering with approved third party operators

· Client floor management including concierge, reception, wait staff and catering operations

· Reception coverage

· Configuration and operation of EMS (Event Management System), ZOOM systems and processes.

· Liaison with meeting organisers/hosts on internal and client functions

· Personnel Management of the Facilities Administration and National Switchboard operator roles

Client Relations

· Establishes and sustains a productive relationship with key client contacts.

· Represents Sodexo as a professional, responsive, and committed partner to the success and continuous improvement of the contract.

· Is available to the client to discuss in an open and collaborative manner any issues and takes ownership over ensuring solutions are promptly actioned.

· Communicates effectively with clients to foster an environment of trust and in a manner which promotes understanding of effective work outcomes.

Financial Management

· Ensures that the account is managed effectively and within agreed budgetary guidelines.

· Follows company procedures in preparing weekly and monthly operating reports.

· Ensures that reports are completed accurately and in a timely manner.

· Monitors food and labour costs and implements strategies to reduce any areas requiring attention.

· Scrutinises costs of external contractors on behalf of client to ensure the client is receiving the most cost-effective arrangement.

Administration

· Implements and ensures the adherence to Sodexo compliance standards covering:

- Work Health & Safety

- Occupational Hygiene – food and personal hygiene

- Responsible Service of Alcohol

- Equal Opportunity and Affirmative Action

- Employee Relations

· Sales orders, procurement, goods receipting and stocktakes

· Monthly financial reporting

· Establishes efficient procedures for maintaining employee records and processes information promptly.

· Keeps an orderly system for maintaining administration associated with management of the contract.

· Prepares weekly staff roster and coordinates any additional casual staffing requirements

Human Resource Management

· Implements strategies to build and maintain a dedicated, positive team environment.

· Leads by example conducting oneself in an exemplary manner.

· Communicates the business objectives and provides direction to the team and individuals.

· Coordinates training requirements in conjunction with corporate training department.

· Recruits and inducts staff effectively into the site.

· Follows company procedures when handling employee grievances or undertaking disciplinary action

· Maintains a positive industrial relations environment in which all team members are encouraged to liaise directly with management on all personal/work related matters.

· Nurtures career development of employees by regular performance management, continuous coaching, and nomination to training courses provided regularly by Sodexo or as discussed with Regional Accounts Manager.

Operational Management

· Disseminates in appropriate manner relative information to employees, suppliers, and client contacts.

· Delivers through the effective use of human, physical and financial resources, high quality service and product in line with set objectives.

· Develops and implements standards of service to achieve maximum outcomes.

· Inspires and leads the quality of food and service.

In this role, the employee will be required to supervise all Sodexo personnel and casual relief staff.

· Wait staff

· Receptionists

· Concierge

· Facilities Administrator

· National Switchboard Operator