Introduction to the role: The Contract Officer shall work closely with the CCC Manager on managing the contractual aspects of the vendor's operations, from monitoring the contract's deliverables to the payments made to the vendor. The Contract Officer shall be responsible for contract administration, compliance, and ensuring that all contractual obligations are met.
The primary function of the Contracts Manager is to ensure the delivery of high-quality services to public transport customers and public transport operators and to manage suppliers that are contracted to provide and operate the CCC. Tasks shall include developing processes and structure to support the overseeing of ongoing supplier performance assessment, management of supplier-related operational issues, and disputes. This role leads Contracts Management as a support function with CCC Operations and works closely with Operations Management to ensure successful management of service delivery, project support, invoicing, etc. This role will require an individual with strength of character and a willingness to individually challenge collective thinking. They will have strong communication skills including an ability to concisely articulate alternative views under pressure and to be flexible and have the ability to deal with sudden changes in agenda, direction, or speed of programs and priorities.
Responsibilities include:
* Responsibility for the management of all outsource providers within the Transport Technology Division;
* Leading a team of Contract Leads to ensure successful relationship management with contract owners and measurement of performance of outsource partners;
* Developing and maintaining a framework to ensure all key metrics and deliverables are defined and achieved in line with a quality scorecard process;
* Work closely with Service Delivery Management to ensure monitoring and reporting of suppliers' performance;
* Ensure processes are in place to support follow-up on any non-compliances and/or supplier performance issues including the quality of services delivered;
* Ensure programmes of continuous improvement are in place with suppliers and are correctly measured and managed;
* Development of strong internal and external relationships;
* Development and maintenance of processes for continually auditing, reviewing, and improving operations processes;
* Supporting the establishment of new operational processes and standardisation and streamlining of existing processes;
* Working with the Customer Engagement Unit to continually improve the customer experience;
* Working closely with ICT to ensure conformity to security obligations;
* Develop processes to ensure identification of risks and issues, suggests alternatives that lead to the best solution;
* Design and maintain processes to regularly prepare and disseminate information regarding change request status, compliance, and modifications, etc. to the Operations Management;
* Compliance with Change Management and NTA financial processes; and
* Ensuring that all invoicing matters are addressed efficiently and promptly.
1. Measurement of the vendor's performance against each deliverable:
o Monitor, report, and analyse the vendor's service performance in delivering against the agreed SLA/KPI's/PIs and continuous service improvement metrics.
o Maintaining a framework to ensure all key metrics of contract deliverables are defined and achieved in line with a quality scorecard process.
o Ensuring contract governance through regular service reviews with the vendor.
o Follow up on any SLA non-compliances or performance issues including the quality of services delivered.
o Assure implementation of the CCC Requirements as specified in Contract Schedules.
o Implement the vendor's management framework, in line with contract: governance, performance, monitoring deliverables, managing risk.
o Ensure processes are in place to support effective follow-up and remediation of the vendor's performance issues.
o Ensure effective monitoring and reporting of the vendor's performance in line with contracted Service Levels (as specified in Performance Schedule 5).
o Ensure processes are in place for regular and effective Service reviews (as specified in Governance Schedule).
o Maintaining regular performance and feedback scorecards for the vendor. Filling them, sharing them with the vendor and the internal audit team.
2. Risk Management:
o Identify potential risks and liabilities associated with contracts and take steps to mitigate these risks. Implement contingency plans to address any unforeseen issues.
o Assist with processes to ensure identification of contractual risks and issues and suggest alternatives that lead to the best solution.
3. Compliance with Data Privacy, Security and others:
o Ensure that all contracts involving sensitive customer data adhere to data privacy and security regulations.
o Working closely with ICT to ensure conformity to security obligations.
o Ensure that all contracts and agreements are in compliance with legal, industry, and regulatory standards. Regularly assess whether contractual obligations are being met.
4. Accountable for the vendor's performance reporting packs for the organisation/ TO Senior Management:
o Recheck the reports sent in by the vendor for accuracy. QA officer will check the data deep dive, work with QA officer to make sure the data reported in the reports is accurate and is measured based on the guidelines provided by the organisation.
o Collaborate with the Quality and Continuous Improvement Officer to ensure that the vendor meets the quality standards specified in the contracts.
5. Ensuring that all invoicing and contractual matters are addressed efficiently and promptly.
6. Ensures that the CCC contract delivers value for money for the organisation, particularly with regard to channel optimisation and variable operating payments.
7. Builds and maintains effective relations with the vendor characterised by a commitment to partnership, collaboration, and recognition of the Operators commercial imperatives, e.g., via Relationship Charter.
8. Works with PTS contract team to analyse existing TO Contracts and Schedules, contract changes arising from transition to the vendor.
9. Works with finance team to ensure the vendor's contracts are set up correctly on the internal Financial System, including review of Statements of Work.
10. Act as a point of escalation [mediation] for contractual issues or disputes with the vendor, and effectively manage resolution balancing contractual provisions and the needs of the company and TOs.
11. Budget Management: Oversee the financial aspects of contracts, including monitoring costs, tracking expenditures, and ensuring that the budget aligns with contract terms.
12. Contact Management:
o Contract Renewals and Terminations: Evaluate the need for contract renewals and initiate the renewal process when necessary. Manage the orderly termination of the vendor's contract when they reach the end of their terms or due to other reasons.
o Contract Administration: Manage the complete lifecycle of contracts, from creation to execution, and through to renewal or termination. This involves maintaining accurate contract records, version control, and document management.
o Document Management: Maintain a well-organized record of all contract-related documents, including contracts, amendments, and correspondence.
o Compliance with Change Management and financial processes.
o Collaborate with legal and procurement teams to negotiate and finalize contract changes after Change requests.
13. Meet the vendor (CCC supplier): Maintain regular communication with the vendor to address any concerns, changes, or updates related to contracts.
14. Meet Internal Stakeholders: Maintain regular communication with internal stakeholders to address any concerns, changes, or updates related to contracts with the vendor.
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.
