Overall objective of the RoleResponsible for the end to end client relationship ensuring that all contractual agreements are delivered on time and accuratelyMain Responsibilities Delivery Key responsibilities End to end management of the client relationship including all escalationWork in partnership with Account Management to ensure accurate and timely contract revisionsManage and identify deviations from the contractually defined standard scope of service including following the defined Change Request process This may include but is not limited to estimating and implementing changes and ensuring the defective input process is followedOngoing review of the Country Solution workbook and ensure updates are capturedYear End managementEffectively manage and monitor all client SLAs using the appropriate tools to ensure adherence to targets if targets are not being met root cause and action to be provided to your managerConduct Service Review meetings ensuring actions and follow ups are timely and accurateLead Hypercare calls (where no SDM is assigned) to ensure actions are tracked and resolvedLiaise with internal stakeholders (AD RSDM SDM SR supporting functions) to ensure successful management of the clientProject Management to ensure successful implementation of any new service or processesWorking with Transformation and Products in liaison with specialists to implement automation and innovationManagement of internal stakeholdersLiaise with the JL3 to ensure the service is running as per our SLAs and KPIsSupport ITCAMs ADs in ensuring the client is aware of any product enhancementsPayroll Legislation updates are fully documented by the specialist and understood by the teamAnnual planning reviewed and signed off by client(s) and JL3NGA Security Standards are adhered and followed- Accountable that all root cause analysis is accurate and that preventative steps are implemented to limit any reoccurrenceAbility to recognize and deal appropriately with sensitive and confidential informationHandle all required purchase order management activities per the defined process- End to end management of the operational team including regular individual reviews training performance management absence management and overall adherence to NGA HR policies- Strong ability to coach develop action plans which maximize performance and provide effective feedback and share business updates as appropriateManagement of recruiting the correct Specialists for the team by working with the Recruitment TeamManage and monitor timely and accurate time recordings in the time management system- Keep team informed by conducting effective team meetings- Communication and engagement of team ensuring that business updates innovation etc is fully understood by the whole team Maintain a professional environment correct behaviours and enforce the use of business etiquetteParticipates in projects and activities as needed and assignedKey Criteria to monitor performance Adherence to all Security and Compliance procedures100 Attainment of customer SLA agreementsAdherence to quality standardsTeam Performance within defined standards and customer contractsAbility to effectively communicate with all levels within the businessNGA Core CompetenciesBe Accountable - Take advantage of the World of Opportunity and demonstrate personal responsibility and eagerness to explore acquire the necessary skills Be a key team player by collaborating and sharing knowledge to accomplish personal and team resultsSolve Problems - Be a resourceful problem solver by proactively identifying problems or challenges in the workplace and put forward creative solutions to drive continuous improvementTake Ownership - Proactively seeks clarity of role accomplishment of individual team objectives