Client Liaison Lead

• Enhance company’s presence in the market by identifying new business opportunities and expanding existing accounts.

• Establish and implement strategic organizational objectives by developing key client relationships and identifying business prospects.

• Coordinate end-to-end onboarding processes for all new contractors working with HR Department to onboard the contracting staff.

• Maintain consistent communication with all contractors and conduct regular one-on-one meetings to monitor performance standards and address concerns.

• Manage and report on Key Performance Areas (KPAs) and Key Performance Indicators (KPIs).

• Oversee fixed-term contractors at various client locations to ensure optimal service delivery and performance.

• Foster strong employee relations and resolve workplace conflicts.

• Handle disciplinary actions and employee concerns with discretion and compliance.

• Ensure complete workforce oversight, including timesheet approvals and leave coordination.

• Serve as the primary liaison between external fixed-term contractors and the customer reporting line on-site, ensuring clear communication and alignment.

• Cultivate and maintain long-standing, trust-based relationships with key customer stakeholders to enhance service delivery and partnership value.

• Deliver regular and proactive communication to clients regarding recruitment progress, potential challenges, workforce planning, and the seamless onboarding of new team members.

• Collaborate closely with Account Executives to identify, pursue, and secure new growth opportunities within existing accounts.

• Manage a portfolio of client relationships concurrently, ensuring high levels of customer satisfaction, responsiveness, and service quality.

• Effectively address and resolve contractor or team performance issues through prompt intervention, clear communication, and alignment with client expectations.

• Oversee the implementation and compliance of all contractual agreements to ensure alignment with both client expectations and internal governance.

• Ensure all engagements align with the organisation’s profitability targets and service delivery standards.

• Manage the end-to-end approval process for client documentation, including Statements of Work, Purchase Orders, contracts, and approved timesheets.

• Oversee monthly billing cycles and invoicing activities to ensure accuracy and compliance with agreed client payment terms.

• Monitor invoice processing and follow up on outstanding payments to ensure timely collection.

• Coordinate internal approval workflows involving Finance, Commercial, HR, and Vetting teams to streamline execution and governance.

• Proactively communicate with clients regarding upcoming contract renewals, pricing reviews, and necessary adjustments.

• Prepare contractual documentation and ensure all agreements are reviewed and approved by Legal prior to execution.

• Tertiary qualification with either a degree or three-year diploma is required.
• Minimum 8+ years’ experience in a Contractor Management / Workforce Delivery role with the Software Development industry.
• Strong experience in client engagement, contract lifecycle management, and performance tracking.
• Managed an annual budget target in excess of R20 million per financial year.
• Certification in South African Labour law is recommended.
• Proven ability to manage multiple client portfolios and contractor teams.
• Strong track record in resolving team performance challenges, driving continuous improvement, and supporting strategic workforce objectives.
• Solid understanding of labour legislation, compliance requirements, and associated HR processes to ensure risk mitigation and lawful workforce practices.

• Strong stakeholder and contractor relationship management.
• Talent acquisition and onboarding expertise in the software development industry.
• Contract management and compliance knowledge.
• Excellent communication and negotiation skills.
• Financial oversight and administrative coordination.
• Problem-solving and conflict resolution capabilities.
• Strategic and results-driven mindset.
• People-focused and staff-centric approach, with a commitment to fostering positive employee experiences, engagement, and growth.

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