Service Contract Specialist

2 months ago

Canada Tcr International Full time

Job Summary:

Tcr International is seeking a highly skilled Contract Delivery Manager to join our team. As a key member of our organization, you will be responsible for developing strong stakeholder relations and managing customer requests to deliver a proactive, consistent, and seamless service.

Main Responsibilities:

  1. Cultivate Stakeholder Relations: Build and maintain strong relationships with customers, stakeholders, and internal teams to ensure effective communication and collaboration.
  2. SLA/KPI Compliance: Monitor and report on Service Level Agreement (SLA) and Key Performance Indicator (KPI) compliance, addressing any issues proactively to ensure timely and efficient execution.
  3. Performance Reviews: Lead performance reviews and identify areas for improvement to drive operational success and highest level of compliance.
  4. Customer Queries and Complaints: Respond promptly to customer queries and complaints, ensuring timely and effective resolution.
  5. Performance Reporting: Produce regular performance reports and communicate updates to stakeholders, highlighting areas of success and opportunities for improvement.
  6. Commercial Opportunities: Alert the commercial team to growth opportunities, ensuring that the organization is well-positioned to capitalize on new business prospects.
  7. Winter Resilience: Lead winter resilience communications, ensuring that the organization is prepared for and responds effectively to winter-related challenges.
  8. SLA Improvement Plans: Collaborate with internal teams to develop and implement SLA improvement plans, driving continuous improvement and excellence.
  9. Compliance and Governance: Ensure compliance with health and safety standards, information protection, and other relevant regulations, maintaining a culture of integrity and accountability.
  10. Financial Transactions: Optimize financial transactions and reporting, ensuring accuracy, efficiency, and transparency.
  11. Business Productivity: Promote business productivity and efficiency, identifying opportunities for improvement and implementing effective solutions.

Requirements:

  1. Excellent Communication Skills: Possess excellent verbal and written communication skills, with the ability to build and maintain relationships with customers, stakeholders, and internal teams.
  2. Advanced Technical Skills: Demonstrate advanced Excel and PowerPoint skills, with the ability to analyze data, create reports, and present findings effectively.
  3. Proactive Team Player: Be a proactive team player, with the ability to work independently within policy and budget limits.
  4. Strong Organizational Skills: Possess strong organizational and negotiation skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines.
  5. Innovative Problem-Solving: Demonstrate innovative problem-solving skills, with the ability to identify opportunities for improvement and implement effective solutions.
  6. Eligible for Airside Pass: Be eligible for a valid Airside Pass, with the ability to work in a fast-paced, dynamic environment.

Decision-Making: Gather and evaluate information to make informed decisions, ensuring that the organization is well-positioned to capitalize on new business prospects.

Customer Orientation: Anticipate and exceed customer needs, reinforcing service at all levels.

Safety Leadership: Promote safe behavior and prioritize health and safety, maintaining a culture of integrity and accountability.

Cultural Insight: Adapt to global business environments and diverse cultures, ensuring that the organization is well-positioned to succeed in a rapidly changing world.

Global Acumen: Understand international business trends and impacts, ensuring that the organization is well-positioned to capitalize on new business opportunities.

Collaborative Success: Build effective working relationships, ensuring that the organization is well-positioned to succeed in a collaborative and dynamic environment.

Results-Driven: Set and achieve high goals, ensuring timely and efficient execution.

Learning Embrace: Continuously seek new knowledge and learn from experiences, ensuring that the organization is well-positioned to succeed in a rapidly changing world.

Change Management: Encourage innovative solutions and manage change effectively, ensuring that the organization is well-positioned to adapt to new challenges and opportunities.

Structured Problem Solving: Use techniques to mitigate operational, safety, and financial risks, ensuring that the organization is well-positioned to succeed in a dynamic and rapidly changing environment.

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