Outsourcing Manager at Halogen Group

About the job

• The Outsourcing Manager will be responsible for the management of relationships with all outsourced clients.
• The jobholder will implement tools and templates for the maintenance of a consistent outsourcing and contracting process for Avant.

Strategy &Planning support

• Support the design and execution of strategies, plans and budgets for the delivery of business objectives
• Provide expert advice and insight on the Outsourcing services, trend, Industry development, opportunities etc. towards business growth and expansion
• Anticipate market needs and contribute to the development of winning products and services
• Establish relationship with stakeholders in prospective

Recruitment and Selection

• Oversee the team on every recruitment and ensure prospective candidates go through approved recruitment process.
• Ensure that the team conduct background checks for all successful candidates before deployment
• Ensure timely recruitment and replacement of staff- if and when required
• Oversee proper onboarding and induction

Client & Stakeholder Management

• Maintain constant and consistent relationship with all Clients
• Respond to all Clients request in timely manner
• Oversee account reconciliation for Clients
• Ensure SLA and CRF renewals are in line with the contractual agreement
• Prepare sufficiently detailed proposal document tailored to specific clients
• Collaborate cross-functionally to strengthen Halogen’s value proposition to the market
• Serve as the lead point of contact for all customer account management matters.
• Ensure the timely and successful delivery of service solutions according to customer needs and objectives
• Prompt response to request on issues related to the Clients
• Conduct bi-annual and annual Client’s satisfaction survey; identify gaps, strength and areas for improvement with comprehensive report
• Oversee and manage all Clients (existing & new)
• Increase existing business portfolio and generate new leads
• Support the identification of outsourcing needs together with the Relation management Unit

HR Operations & Service delivery

• Drive service excellence for high level of customer satisfaction and retention; coordinate the delivery of customer- centric Outsourcing service offerings that position Avant Halogen as top choice for Outsourcing services.
• Manage operational activities nationwide for the delivery of business objectives and operational excellence
• Review, improve, (re)design processes and procedure for institutionalization of best practices
• Drive and ensure compliance with defined procedures, protocol, service standard, reporting framework, ISO requirement etc; ensure regulatory compliance regarding all tenders and contractual commitment of the department
• Monitor and manage contract for high quality service delivery, customer satisfaction and retention, contract renewal and score expansion
• Support the development of winning technical and commercial proposal, bids and tender, as well as timely submission of required documentation/information

Employee Engagement

• Develop and communicate positive employee relations strategies and retention initiatives that foster and promote a culture of excellence
• Research and work with vendors and other departments to build employee engagement initiatives
• Provide the necessary learning and development opportunities.
• Keeping track of the team’s performance
• Increases productivity and improves creativity and innovation
• Collaborate with management on programs that will maximize employee development, engagement and satisfaction.
• Team Leadership & Management
• Oversee the outsourcing team on their operational deliverables
• Ensure that the team is informed and adhere to Company’s policies and procedures (Corporate code of conduct)
• Drive performance of team members to achieve outcomes
• Drive internal relationship building to deliver joint services for clients

Qualifications

• Minimum of a Bachelor’s degree or equivalent in a related field.
• MBA or related Master’s degree would be added advantage.
• Relevant professional certification from a recognized body.
• Absolute command of Microsoft Office application (MS Word, Ms Excel, Outlook, Power point)

Experience

• The ideal candidate will be expected to have a minimum of 5-7 years’ experience in Outsourcing role.

Competencies

• Recruitment & Selection
• Staff Management
• Leadership skill
• Training and Development
• Conflict Resolution skill
• Emotional Intelligence
• Team Building
• Communication and strong presentation skills
• Cross-functional Collaboration
• Time Management
• Interviewing skill
• Product knowledge
• Delegation