Client Services Manager | Full time | Melbourne
Posted 5 days ago
Base pay range: A$90,******/yr - A$95,******/yr
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 the Sodexo team.
The key objective is to achieve optimum results in relation to service delivery, vision and leadership, client relations, financial management and returns to MMC and Sodexo.
Scope of Delivery
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 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 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
Maintains an orderly system for maintaining administration associated with management of the contract
Prepares weekly staff roster and coordinates additional casual staffing requirements
Human Resource Management
Implements strategies to build and maintain a dedicated, positive team environment
Leads by example and conducts oneself in an exemplary manner
Communicates 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 encouraging liaison directly with management on all personal/work related matters
Nurtures career development of employees through regular performance management, continuous coaching and nomination to training courses
Operational Management
Disseminates relevant information to employees, suppliers and client contacts
Delivers through 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
Team Supervision
Supervises all Sodexo personnel and casual relief staff, including wait staff, receptionists, concierge, facilities administrator and national switchboard operator
Seniority Level
Not Applicable
Employment Type
Full-time
Job Function
Customer Service
Industries
Software Development and IT Services and IT Consulting
#J-*****-Ljbffr