Contract Support Operations Manager

6 days ago

High Wycombe, Buckinghamshire, United Kingdom BGIS Full time

About BGIS

At BGIS, we are a leading provider of facilities management services, committed to delivering exceptional support to our clients. Our innovative approach and shared service function, the Gateway, enable us to provide best-in-class services and foster exceptional career progression for our professionals.

Job Summary

We are seeking an experienced and detail-oriented Contract Support Specialist to oversee our contract support operations. The successful candidate will be responsible for managing the financial/commercial aspect of work orders, including quotes, purchase orders, subcontractors' annual orders, commercial completion of work, sales invoicing, invoice pooling, and chasing payment.

Key Responsibilities

  • Financial Lifecycle Management: Ensure the lifecycle of a work order is correctly managed in line with the contract commercial terms, including the intake of work, billing, and collection of cash and client Service Level Agreements (SLAs).
  • Work Order Process Management: Continuously review and update the work order process to drive value into the lifecycle.
  • SLA Compliance: Monitor and ensure that all response and completion SLAs are accurate and adhered to.
  • Quote Management: Obtain quotes for necessary work, ensure quotes meet contractual requirements, send them to clients for approvals, and follow up as needed.
  • Purchase Order Management: Oversee the purchase order process for reactive and planned work, ensure helpdesk and CS follow the PR rules, and follow up on callout POs to close on accurate charges.
  • Job Closure: Ensure jobs are closed with the appropriate evidence, maintaining accurate and comprehensive records.
  • Reporting and Documentation: Maintain detailed records of all activities, providing regular reports on work status, SLA compliance, and any issues or delays.
  • Continuous Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and service quality.
  • Client Communication: Serve as the main point of contact for clients regarding contract support issues, ensuring clear and effective communication.
  • Accounts Receivable (AR) and Accounts Payable (AP): Ensure the procure-to-pay process is followed, provide training as needed, and monitor data reports for issues to drive corrections and minimize AR invoice queries.
  • Credit Control: Ensure a good relationship with the client account team to gain invoice payment dates, proactively raise queries before payment dates are exceeded, and liaise with accounts on any issues and close.

Qualifications

  • Education: High school diploma or equivalent required; associate or bachelor's degree in Facilities Management, Business Administration, or a related field preferred.
  • Experience: Proven experience in a facilities management, contract support, or helpdesk supervisory role is required.
  • Technical Skills: Proficiency in facilities management software, MS Office Suite, and a basic understanding of building systems and maintenance procedures. Oracle cloud and Oracle finance system.
  • Soft Skills: Highly organized, flexible, proactive, and tenacious with a desire to work as an operational team. Excellent verbal and written communication skills, strong organizational and problem-solving abilities, and a customer-centric approach.
  • Certifications: Relevant certifications such as Facilities Management Professional (FMP) or similar are a plus. Accountancy qualification would be of benefit.

Personal Attributes

  • Leadership: Strong leadership skills with the ability to supervise and motivate a team effectively.
  • Attention to Detail: Meticulous attention to detail with a focus on accuracy and compliance.
  • Problem Solver: Proactive approach to identifying and resolving issues.
  • Positive Attitude: A happy, positive, and can-do character with a desire to help people and solve their problems.
  • Team Player: Ability to work effectively in a collaborative, team-oriented environment.
  • Adaptability: Willingness to adapt to changing priorities and handle multiple tasks simultaneously.

Working Conditions

  • Environment: Office-based with the possibility of remote work.
  • Hours: Standard business hours with occasional need for evening or weekend shifts.

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