Lead Contract Support

3 weeks ago

Birmingham, United Kingdom CBRE Full time

Posted- 20-Jan-2023- Service line- GWS Segment- Role type- Full-time- Areas of Interest- Administrative- Location(s)- Birmingham - England - United Kingdom of Great Britain and Northern IrelandJob Purpose:
Lead the Contract Support Team to effectively deliver the management of the ‘lifecycle of a work order’ and billing processes. Oversee and manage the team to ensure work orders are logged, escalated, closed and billed in line with SLA’s, and our commercial and contractual requirements.

Responsible for alignment of the Business Unit through continuous improvements to processes and procedures, providing strong leadership to support the Contract Support team.

Accountable for the delivery of month-end billing processes and reporting.

**Role Summary**

**Operations**
- Demonstrate knowledge of procedures and processes and deliver these to the required standard.
- Establishing robust relationships with the senior members of the team.
- Partner between the Business Unit Leader, FCSM and Contract Support Team ensuring regular communication to ensure they are fully informed of operational and financial objectives and achievements.
- Understand, anticipate and deliver both internal and external customer needs through building effective relationships and optimizing contract performance.
- Ensure company and contract policies and procedures are adhered to throughout the Business Unit and Contract Support Teams.
- Continually utilize, update and develop systems, processes and the operational team to maximize efficiency benefits for the customer and GWS..
- Ensure there is a uniform approach to processes across the team to include processing of quotations, purchase orders
- Setting up and monitoring of Operational Contract Support team. Managing the contract support team day-to-day including; recruitment ,undertaking training and development but not limited to appraisals. Manage and monitor performance carried out through regular internal audits of team.
- To manage predefined reports, which form part of the contract and customer requirement. Issue to stakeholder as and when required.
- Systems Champion and primary POC for contract support system queries
- Ensuring central reporting quality is maintained in all reports that are distributed both internally and externally.
- Promoting and maintaining the core values of CBRE (RISE), Understand and demonstrate the CBRE behaviours

**Finance**
- Manage a Finance Contract Support Team and ensure team is effectively utilized, providing the necessary training and development to ensure effective delivery.
- Lead the team performance through motivation and commitment to achieve the Business Unit targets
- Hold Finance Contract Support Team Meetings to share business updates and best practice.
- Ensure the commercial and procedural management and financial performance of every work order is efficient and maximized.
- Drive high quality commercial performance through understanding the contractual commitments, better buying and use of preferred suppliers.
- Support internal and external audits.
- Positively respond to both our internal and external customers (often in a matrix environment) through effective communication and personal accessibility/credibility.
- Support the preparation and delivery of monthly Contract and Business Unit Reviews.
- Creation and review of management reports such as WIP, OPO's & Invoice Pool at BU level and to ensure CS team are self sufficient in own portfolio reports
- Invoice pool monitored to ensure none in the pool longer than 5 days without a query code and all invoices received into the pool not receipted (unless work not complete).
- Ensuring high focus on influencing the P&L, capturing any areas that can be improved upon the following month.
- Ad-hoc support including but not limited to reporting as requested by Business Unit or Business/Finance.
- Supporting FCSM at month end to include but not limited to i.e.

WIP SO status checks

Run PO reports and check PO status and ensure LCS chasing team to get POs approved and confirmed

Run PO DMM report to ensure POs for MA raised as EW are corrected.

**Person Specification/ Requirements
**Essential**

**Desirable**

**Education**
- Hold academic passes with at least GCSE Maths and English or equivalent
- Higher educational qualifications to ‘A’ level/HNC/D or degree would be beneficial

**Skills
- Intermediate PC based skills with experience in Word and Outlook
- Advanced Excel knowledge including understanding of complex formulas**
- IT Skills to achieve key tasks and give the business a sound reporting base**
- Capable of working in a matrix environment**
- Stakeholder / customer management skills
- Organised and open to new ways of working to challenge inefficiencies
- Strong communication skills both upwards and downwards including both excellent verbal and presentation skills

**Knowledge**
- A comprehensive understanding of business and customer-facing environments
- Understands

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