Client Relationship Manager (HR)

Job Purpose:

Responsible for developing long-term relationships with your account of assigned client, interacting and connecting with key business stakeholders. You will liaise with customer and cross-functional internal teams to ensure timely and successful delivery of our solutions according to customer needs.

Main Responsibilities

Client Management

• Ensure that TORs and SLAs of the contract are executed as per expectations
• Ensure timely renewal of contracts for contracted staff
• Leave Administration-ensure that all contracted staff at the Client utilize their leave within their contract periods.
• Maintain an Electronic Database of all contracted staff records under your Account.
• Ensure that all employees under your account have personal files and that the files contain all the necessary documents and that the same are updated in the systems on an ongoing basis.
• Develop timetables and set deadlines for performance appraisals.
• Continually monitor staff performance while coaching and mentoring them for superior performance.
• Handle matters with third parties as authorized by the MD.

Payroll Administration

• Follow-up with PIN, NSSF and NHIF for all contracted staff under your account.
• Maintain electronic Database of all contracted staff records under your Account.
• Effectively interact with other departments including the HR and the Accounts departments when handling employee relations, payroll as well as issues relating to preparation of fee notes.
• Ensure that invoices/POs are delivered on time and follow-up on payment.
• Bring to the attention of the management all recruitment requests from the client and ensure that vacant positions are filled in time.
• Prepare monthly updated payroll list for all staff working at the assigned accounts by 15th of every month.

Employee Relations/Welfare

• Chair contracted staff monthly meetings at the station and update management on deliberations resulting thereof.
• Deal with all staff complaints brought to your attention.
• Implement human resource management policies and procedures.
• Provide advice and recommendations on disciplinary actions.
• Promote work place safety.
• Schedule and organize for staff meetings.
• Handle staff grievances as per company policy.

New Business Development

• Prospect for potential new business within the client 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 based on the risk and value of the potential client.
• Handle objections by clarifying, emphasizing agreements and working through differences to a positive conclusion.
• Use a variety of styles to persuade or negotiate appropriately.
• Present an image that mirrors that of the Client.

Client Retention and Relations

• Present new products and services and enhance existing relationships.
• Work with technical staff and other internal colleagues to meet customer needs.
• Arrange and participate in internal and external client debriefs.

Risk Management

• Identify and document Risks and loss exposures for SLMC and the clients. Focus on PPE Compliance and Work Environment.
• Identify and monitor and coach/report staff with risky behaviors and reputational issues.
• Prevent any losses to SLMC and Clients.
• Be accountable to follow procedures, attend risk control meetings, and, when appropriate, provide any recommended training.
• Any other duty as may be assigned by the management from to time.

Key Performance Indicators

• Submission of payroll by 15th of every month.
• Record of documented monthly meetings with staff.
• Total compliance in terms of leave attendance.
• Staff complaints resolution cycle time.
• Documented records of staff meetings.
• Customer complaints resolution.
• Business development and innovation.
• Compliance and Risk Management.
• Issuance of staff monthly pay slips.

Requirements

• Any Business related degree with a bias in HR or Business related diploma plus two-year experience in a leadership role.
• Experience in delivering client-focused solutions based on customer needs.
• Excellent listening, negotiation and presentation skills.
• Proven ability to manage multiple projects at a time while paying strict attention to details.
• Excellent verbal/written communication skills.

• Ensure that TORs and SLAs of the contract are executed as per expectations
• Ensure timely renewal of contracts for contracted staff
• Leave Administration-ensure that all contracted staff at the Client utilize their leave within their contract periods.
• Maintain an Electronic Database of all contracted staff records under your Account.
• Ensure that all employees under your account have personal files and that the files contain all the necessary documents and that the same are updated in the systems on an ongoing basis.
• Develop timetables and set deadlines for performance appraisals.
• Continually monitor staff performance while coaching and mentoring them for superior performance.
• Handle matters with third parties as authorized by the MD.
• Follow-up with PIN, NSSF and NHIF for all contracted staff under your account.
• Maintain electronic Database of all contracted staff records under your Account.
• Effectively interact with other departments including the HR and the Accounts departments when handling employee relations, payroll as well as issues relating to preparation of fee notes.
• Ensure that invoices/POs are delivered on time and follow-up on payment.
• Bring to the attention of the management all recruitment requests from the client and ensure that vacant positions are filled in time.
• Prepare monthly updated payroll list for all staff working at the assigned accounts by 15th of every month.
• Chair contracted staff monthly meetings at the station and update management on deliberations resulting thereof.
• Deal with all staff complaints brought to your attention.
• Implement human resource management policies and procedures.
• Provide advice and recommendations on disciplinary actions.
• Promote work place safety.
• Schedule and organize for staff meetings.
• Handle staff grievances as per company policy.
• Prospect for potential new business within the client 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 based on the risk and value of the potential client.
• Handle objections by clarifying, emphasizing agreements and working through differences to a positive conclusion.
• Use a variety of styles to persuade or negotiate appropriately.
• Present an image that mirrors that of the Client.
• Present new products and services and enhance existing relationships.
• Work with technical staff and other internal colleagues to meet customer needs.
• Arrange and participate in internal and external client debriefs.
• Identify and document Risks and loss exposures for SLMC and the clients. Focus on PPE Compliance and Work Environment.
• Identify and monitor and coach/report staff with risky behaviors and reputational issues.
• Prevent any losses to SLMC and Clients.
• Be accountable to follow procedures, attend risk control meetings, and, when appropriate, provide any recommended training.
• Any other duty as may be assigned by the management from to time.

• Excellent listening, negotiation and presentation skills.
• Proven ability to manage multiple projects at a time while paying strict attention to details.
• Excellent verbal/written communication skills.

• Any Business related degree with a bias in HR or Business related diploma plus two-year experience in a leadership role.
• Experience in delivering client-focused solutions based on customer needs.