Contract Admin Manager

Operational Management

Day-to-day customer and operational management in a production environment for Sales Support personnel who are operating in a fast pace changing environment; Responsibilities include management of onshore and offshore contract associates to ensure team productivity and workload to achieve an effective balance, meet departmental goals in a time sensitive environment; Participate on project initiatives to increase sales/customer experience; Accountable for the operational effectiveness of contract operations team by ensuring we deliver consistent high level of customer service thorough timely administration of contracts.

Operational Excellence

Incorporate best practices by enhancing systems and procedures to support business needs ; Champion new initiatives and acts as a catalyst for change; Ensure business processes are in place which point to opportunities to improve business results and/or customer satisfaction; Initiate and implement process re-engineering and develop appropriate measurements for defect analysis; Actively engage with all internal departments in reducing defects; Regularly interacts with high level individuals within the organization. Interactions involve sensitive situations and influencing/persuading other senior level managers.

Talent Management

Talent champion that fosters strong pool of skilled and analytical resources; Ensure performance plans are in place for each employee, which accurately reflect job responsibilities and ensure regular, timely feedback is provided to each employee on their performance against their objectives ; Ensure that development plans written are supported with effective training to provide/equip employees to carry out their responsibilities, maximize their potential and meet objectives in a customer focused teamwork environment; Ensure that each employee has the opportunity and receives the coaching/mentoring necessary to maximize their potential ; Conduct team meetings and one-on-one performance reviews with each team member to ensure policy and procedure understanding; and to provide regular, timely feedback to each employee on their performance against their objectives; Outline training needs/gaps and mentor for team.

Stakeholder/Customer Engagement

Maintain an understanding of internal and external customer needs and issues, as well as how business processes affect customer satisfaction; Ensure business measurements are in place to deliver a high level of quality and responsiveness to customer's questions and issues; Work closely with Sales team to assure customers and success; Ensure business processes are in place, which point to opportunities to improve business results by driving down case resolution cycle time and contract costing issues; Support process improvements that will allow us to achieve our aggressive business goals while at the same time meeting our employee and customer satisfaction goals.