Rebecca Withers

Client Liaison

• Build and maintain relationships with Clients and key personnel within
• Provide monthly reports to Clients to ensure they are satisfied with the service provided, to include but not limited to HS, QA’s, Financials, Periodicals
• Respond to all client requests and complaints in a timely manner
• Ensure Clients are kept abreast of innovation through equipment advancements, environmental developments and sustainable initiatives
• Escalate and resolve areas of concern as raised by Client through Freshdesk and other means
• Ensure CRM is updated and CSM’s are aware of changes / variations to contracts
• Act as the key interface between Client and all relevant TPS Divisions

Contractual Obligations

• Ensure suitable fiscal responsibility in line with company requirements for site and staff management.
• Advise management regarding any contractual matters.
• Have an in depth knowledge of contractual arrangements and obligations.
• Work with appropriate Site Manager or Contracts Manager to ensure and understand building ratios.
• Advise to Manager when contractual changes occur (for documentation/dissemination purposes).
• Improve operational systems, processes and policies which support TPS objectives and planning.

Staff Management

• Drive initiatives within the Operation’s team that contribute to long-term operational excellence.
• Ensure CSMs understand fiscal responsibility and requirements for managing their allocated sites.
• Ensure training and/or mentoring is provided where needed and ensure all team members understand requirements and standards according to specifications and site(s) allocated.
• Conduct employee counseling and disciplinary actions when required – seek support from HR / MyHR to assist.
• Conduct fortnightly CSM meetings, update on operational matters, training / development sessions, H&S including Incident / Near Hit Reports, Hazard Management, New H&S Business

Reporting

• Produce written report on activities for quarterly management meeting – agree format and requirements with National Operations Manager
• Produce monthly and quarterly assessments and forecasts of portfolio financial performance against budget(s), financial and operational goals.
• Contribute to short and long-term organisational planning and strategy for the TPS Group

Work Schedules

• Ensure CSMs provide satisfactory work schedules for all staff and that they are understood
• Ensure Supervisor maintains work schedules in line with the client contracted hours

New Business

• Participate in new tender process
• Advise tender team of appropriate routines that ensure TPS is competitive and bids are cost effective (margins achieved in line with financial standards)
• Participate in presentations to prospective customers.
• Mentor/develop CSMs to enable their understanding of pricing standards and return to company.
• Look for new business opportunities within TPS client base and in addition to our current portfolio.

Equipment, Supplies and Materials

• Ensure all sites have correct stock levels (not over stocked
• Ensure all employees maintain equipment servicing requirements

Payroll

• Ensure staff hours are in line within budgetary requirements.
• Ensure that any additional hours are in line within budgetary requirements.
• Timesheets are processed correctly and in a timely manner.
• Ensure that employee’s hours are in line with company objectives

Work Orders

• Ensure work orders have been approved in line with company requirements.
• Ensure work orders are processed accurately and in a timely manner.

Compliance

• Promote a Safe and Healthy Workplace.
• Ensure CSMs are fulfilling on site H&S requirements – documentation and staff monitoring/education.
• Ensure compliance with all legislative bodies

Sub-contractors

• Conduct, or delegate to CSM, sub-contractor’s induction requirements.
• Conduct, or delegate to CSM, H&S Audits of Contractors.
• Ensure that Sub-Contractor’s documentation and pricing is completed to company standards/requirements.

Business Development Planning

• Attend industry functions, such as association events and conferences, and provide feedback and information on market and creative trends.
• Present to and consult with mid and senior level management on business trends with a view to developing new services, products, and distribution channels.
• Identify opportunities for campaigns, services, and distribution channels that will lead to an increase in sales.
• Using knowledge of the market and competitors, identify and develop the company’s unique selling propositions and differentiators.
• Investigate, prepare and present tender documentation.
• Develop a thorough understanding of TPS people and capabilities

New Business Development

• Prospect for potential new clients and turn this into increased business.
• Cold call as appropriate within your market or geographic area to ensure a robust pipeline of opportunities. Meet potential clients by growing, maintaining, and leveraging your network.
• Identify potential clients, and the decision makers within the client organization.
• Research and build relationships with new clients.
• Set up meetings between client decision makers and company’s practice leaders/Principals.
• Plan approaches and pitches. Work with team to develop proposals that speaks to the client’s needs, concerns, and objectives.
• Participate in pricing the solution/service.
• Handle objections by clarifying, emphasizing agreements and working through differences to a positive conclusion.

Work schedules, Quality, Hygiene

• Ensure all cleaning and associated duties are performed to a consistent high quality standard
• Ensure rosters are covered in the event of Planned / Unplanned Leave and fill in and assist when required.
• Daily inspections of all areas are carried out.
• QA reports validated with client & filed appropriately
• Client complaints are followed up immediately & referred to the Operations Manager

Equipment, Supplies & Materials

• Ensure all staff have the correct materials and equipment to undertake all required tasks.
• Maintain sufficient supplies of chemicals and consumables.
• Ensure equipment register is maintained as required and ‘testing’ of equipment is completed every six months

Work orders

• Ensure all unscheduled work orders are completed in a timely manner or as instructed
• Ensure all unscheduled work orders are validated by a signed request from the client or requested in an email by the client.

Payroll

• Ensure staff correctly sign in/clock in their start and end of shift.
• Ensure staff hours (& extra hours) are in line the budgetary allocation for the site.
• Ensure staff hours are correctly transferred to the timesheets & forwarded to the payroll department each Monday morning

Health & Safety

• Promote a safe, healthy and environmentally friendly workplace
• Keep storage and cleaners cupboards in a neat, well stocked, clean, organised manner
• Ensure staff correctly wear and use safety equipment, as required
• Conduct regular (at least weekly) on-site meetings with employees
• Ensure all chemicals are labelled, stored and handled as per SDS instructions
• Ensure all incidents/accidents are accurately reported, recorded & forwarded to the HR / Compliance Manager for investigation
• Ensure any relevant First Aid kits are maintained and serviced
• Maintain the Hazard Register for each site as applicable
• Ensure all contractors have appropriate inductions and / or relevant Contractor Management documentation for significant and temporary work
• Where required, ensure emergency evacuation trails are held and recorded

Performance

• Ensure all staff receive site inductions & regular refresher training covering cleaning, health & safety and quality management
• Assist with the completion of staff appraisals as required
• Recognise and reward excellence
• Monitor staff performance and document accordingly

• Use of sound judgement to screen, respond to and manage incoming and outgoing telephone and email enquiries providing appropriate referral and response such that the Operations Manager need respond only to matters regarding urgent or specific input
• Liaise regularly with a range of internal and external clients, including Operations staff and their teams Provide daily updates to the Operations Manager on meeting schedules and priorities
• Manage the Operations Managers diary and co-ordinate meetings
• Monitor all projects and issues managed by the Operations Manager to ensure responses are delegated, developed and submitted in required timeframes
• Prepare correspondence, presentations, and undertake production of meeting materials, briefing notes and other documentation
• Maintain electronic and manual filing system and records management within the office
• Maintain spreadsheets and databases
• Undertake compilation of some budget and financial information
• Co-ordinate meeting schedules, arranging venues and catering
• Preparation and distribution of agendas, documentation, along with minute taking
• Undertake research and co-ordinate one off and ongoing projects
• Manage the day to day workloads of three Operations Assistants, including the employment process, approval of annual leave, sick leave and yearly performance reviews

• Coordinates building maintenance and repairs with the Insured, Insurer, and Subcontractors, approximately 150 repair portfolio's being run at one time
• Preparing Quotations and Scopes of Works
• Preparing contracts
• Building application lodgment
• Assisting the Registered Builder/ General Manager and supervisors with all tasks relating to the timely and professional execution of building projects
• Complaint resolution
• Completion of monthly invoicing
• Approval and lodgement of all accounts
• Processing and invoicing of insurance excess payments
• Liaise regularly with a range of internal and external clients, including leading Insurance companies
• Completion of monthly works in progress to ascertain profit to be received
• Management of four operations staff to maximise efficiency for greater monthly results and peak performance

Quality Assurance -

• Implementing and maintaining a documented quality system in accordance with ISO 9001, ISO 14001 & AS/NZS 4801
• Responsible for ensuring the establishment, implementation and maintenance of the HSEQ system, report on the performance and effectiveness of the system and recommend improvements and promote awareness of the requirements of the system throughout the Group.
• Preparation and distribution of any revisions of the HSEQ Manual and all associated documents.
• Communicate with all members of the Group and work together to develop systems that promote HSEQ
• Ensure records are maintained in a legible and easy to understand format and that the appropriate persons are advised of any changes in the requirements of the HSEQ system
• Conduct annual internal audit of HSEQ system
• Approve applications for approved supplier status in conjunction with the General Manager - Director Training
• Carry out induction of all new staff and ensure all new employees are aware of their responsibilities and procedure at the end of the induction.
• Applying and reviewing of National Police Clearance checks via CV Check website. -
• Promoting and establishing traineeship courses for Cert Il, Ill and IV in Asset Maintenance (Cleaning Operations)
• Identifying new employees that may be eligible for Traineeships or Government assisted training programs.
• Creation and maintenance of trainee files including training plan and incentives due and received.
• Prepare report on progress of training income for inclusion into monthly Board paper
• Development of an annual training plan from the results of the training needs analysis of the Group
• Deliver Public Liability and OSH training sessions