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ARC Contract Manager

Job Title: ARC Contract Manager
Contract Type: Permanent
Location: Craigavon
Salary: Not Specified
Reference: WRT-2021-02-22-FD459B7B71AB
Job Published: February 27, 2021 11:53

Job Description

Job Description

Overall Purpose of the Role

Responsible for delivering the security and risk strategy across our customer portfolio through remote monitoring capability at the Mitec ARC, ensuring great service and profitability.

Predominantly based in the Craigavon area, but with some responsibility and travel required, the role will have strategic responsibility for the national portfolio and direct service delivery of the Mitec estate.

The successful candidate will ensure success through effective client engagement, compliance and the implementation of best practice and innovation.

The position will develop and nurture client relationships at an operational level, by ensuring an exceptional and consistent service is delivered.

This role reports into the Head of Operations at Mitec working alongside the Mitie ARC operational management team to ensure great service delivery and that employees are deployed in working environments with a safety first culture.

Key Accountabilities

Health, Safety and Environment

KPIs / Measures

Ensure the safe and secure operation of all activities on behalf of all stakeholders

  • Ensure that all legal requirements and company HSE procedures are applied to provide a safe environment and consistent service for all employees, clients and customers

  • Create and maintain all risk assessments for all contracts. Review on an annual basis to ensure they are up to date and new processes are reflected

  • Review all incidents and implement any improvements where applicable

  • All HSE incidents reported in the correct manner

  • Lessons learnt documentation completed and circulated where applicable

  • HSE audits passed

  • of incidents reported

  • Performance against dashboard reports and audits Client Relationship Management KPIs / Measures

  • Understand client requirements to ensure service is delivered as agreed

  • Foster a partnership approach with client to develop the service and deliver the overall account strategy

  • Manage and maintain the customer relationship of the account, ensuring that all meetings and reviews achieve positive outcomes

  • Work with our key customers to implement their vision with innovative and transformative ideas supporting their roadmap

  • Contractual SLAs (Include but not limited to : increasing arrest rate and reducing crime targets, alarm handling rates in line with BS5979)

  • Meeting project deadlines and goals

  • Pre-planned monthly diary meetings to measure SLA's and minutes. KPIs / Measures

  • In conjunction with the Employee Operations Partners ensure that all employee non-chargeable costs are controlled (where legal and appropriate). This includes but is not limited to : suspension, sickness, pay versus actual, guaranteed hours, training, recruitment and sub-contractors

  • Client contract is delivered within budget

  • All non-chargeable costs are within budget KPIs / Measures

  • Proactively manage the successful mobilisation of new contracts and any subsequent change programmes

  • To provide subject matter expertise to the partnership and suggest innovative solutions that meet the partnership goals

  • Complete all Assignment Instructions and Risk Assessments in accordance with the contract award

  • Ensure the Training Matrix is accurate against the award of contract and new business form

  • Ensure all actions from the quarterly and 90 day reviews are concluded within agreed timescales

  • employees meeting performance targets where applicable

  • Mobilisations achieved to go-live date

  • Staff turnover below 10% annually KPIs / Measures

  • All site-based documentation is audited and in date

  • To ensure our client's risk agenda is supported

  • To work collaboratively with the intelligence and technical teams, in partnership to ensure all risk data is maintained to GDPR standards

  • Deliver Tool Box talks to employees as and when required

  • All Assignment Instructions and Risk Assessments in date and in accordance with BS5979 and ISO2001

  • Quarterly audits are tracked and in date and in accordance with BS5979

  • Risk data reporting in line with GDPR guidelines,

  • Clients

  • HR Business Partner

  • Account Director

  • Head of Operations Mitec

  • ARC Service Delivery Managers

  • Contract Support Team

  • HSE Team

  • Head Office Support Teams

  • All emergency services Learning and Development Requirements

  • Health & Safety Risk Assessments

  • Security Risk Reviews

  • Building Risk Reviews

  • L&D coaching aids such as STAR / GROW etc

  • NPS and quality monitoring tools

  • Credit control procedures

  • ILM level 3 or equivalent experience Additional Information Health and Safety responsibilities

  • Follow Group and company policies and procedures at all times;

  • Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;

  • Use all work equipment and personal PPE properly and in accordance with training received;

  • Report any issues or training needs to your Line manager and / or via your divisional incident reporting system; This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and / or the needs of the business.

Candidate Description

Key Skills - Essential

  • Significant experience in a similar environment and level for a minimum of 3 years

  • Excellent client relationship management and influencing skills

  • Health, Safety and Environment knowledge and experience

  • Experienced in the completion of security risk assessments, identifying gaps and driving change

  • Demonstrate strong leadership skills and lead by example

  • The ability to work well under pressure

  • Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines

  • Highly responsive and proactive, able to own tasks from start to finish

  • Problem-solving and analytical skills

  • Excellent written and oral communication skills including presentation skills

  • Must hold a full, clean driving licence

  • Experience of delivering within a continuous improvement or Op-Ex environment Key Skills - Desirable

  • Project management experience and / or Prince 2 Project Management Certificate

  • CPP (Certified Protection Professional) designation or international equivalent and / or degree level

  • Experience of delivering a security service at a senior operational level