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Job description / Role
Purpose is to enable the success of the business development and account management teams through the on-going development and implementation of best practice standards for end-to-end sales processes, support systems and tools and operations.
Ensure product development and knowledge/IP capture processes integration and management are efficient and effective, whilst achieving quality and governance standards.
Actively drive productivity improvement projects within all facets of business, customer and product lifecycles, utilising existing or new technologies for process automation, IP capture and performance reporting.
Sales Process Development and Execution
- Responsible for the on-going development, specifically automation, of all sales/BD processes, in conjunction with other process owners, technology providers and Serco Group Assurance
- Represent Serco ME on all relevant Global Process and transformation boards
- Align the preferred sales methodologies and templates with local expectations, standards and requirements
- Identify support requirements and training delivery models for all users
Product/Service Development
- Support or lead the integration of new customer solutions or propositions into Serco MEs existing service catalogue through effective product lifecycle management
- Ensure the record and repository of all product offerings and capabilities within the service catalogue is kept current
- Ensure all development initiatives are scheduled and aligned to account and business requirements and expectations
Ensure development initiatives are measured against the digital landscape within local markets and will deliver [agreed] customer experience or internal productivity improvements
Knowledge and Information Management
- Responsible for the development and deployment of Knowledge and Intellectual Property systems supporting Pipeline, Customer, Product, Contract, Performance and Governance management (including Account Planning and Opportunity Planning )
- Develop a high level of proficiency and understanding of K&IM tools, applications and technologies
Governance / Reporting
- Lead and support the on-going improvement and efficiency of management reporting requirements, in collaboration with Serco Group, by utilising better technology solutions and process re-engineering and automation
- Develop and implement an internal performance management framework to ensure all processes, resources, capabilities and outputs are aligned with set expectations
Core Job Outcomes & Dimensions
- Use specialised account and industry knowledge to assist the BU teams to prospect, qualify, negotiate and close organic growth opportunities.
- Actively manage organic sales pipeline to ensure alignment to the financial plan
- Provide direct support and domain expertise to activities, including Trading, Account/Industry and Pipeline reviews
- Maintain knowledge of customer trends and issues and associated solutions to facilitate the development of strategic opportunities.
- Meet or exceed organic revenue growth targets
- Develop high quality Sales MI to support the regional needs. Produce operational and sales reports, and key inputs to management and executive reporting
- To act as the Divisional manager of the CRM system (currently Salesforce and SAP).
- Develop, maintain and continually improve the reporting from Salesforce to ensure relevant accurate and timely information is available. Work with the Sales function to specify reporting needs and most appropriate reporting formats and methods.
- Develop, as required, new objects within the Salesforce platform which improve business efficiency
- To manage the structure of the Salesforce system to ensure that it is up to date and aligns with the Divisional structure.
- Manage the relationship with the Group SAP team.
- Act as 2nd line of support for the User community and work with external groups (Samurai/CIO Hook) to resolve issues.
- Work with the community to ensure that Users are competent and effective in using Salesforce to achieve their and the units objectives.
- Deliver the Practical Selling Course, follow-up and track ROI
- Manage the Sales Pipeline & Governance Support Office which provides the management processes ensuring the overall integrity and coherence of the pipeline and associated business activity
- Develop and maintain the governance, reporting and management processes which will drive a successful Bid Pipeline, qualification and resource optimisation process
- Define, develop and implement a suite of governance meetings and reports which result in compelling, high-quality, compliant sales and bid activity. Ensure a common standard of Bid Governance across the Region.
- Produce the analysis and reporting to track progress whilst putting in remedial actions to keep the bid and sales teams on course. Provide regular/monthly dashboard reporting to key stakeholders
- Develop a project management culture within Sales by introducing common language, methodologies, measurements, reporting, contingency planning and risk mitigation. Ensures exposure and risk is effectively escalated and managed.
- Develop and maintain MIS to track progress against programmes and adherence to a common standard of Opportunity Governance across the Region.
- Manage the Sales Funnel ensuring integrity of data; liaising with BD Directors and Business Unit leaders to ensure that data is kept up to date Prepare documents for key meetings including Board Meetings and internal Sales meetings, ensuring they are prepared in an engaging , timely and effective manner ensuring follow up actions are communicated, owned and completed
- Build the communication and knowledge management infrastructure to effectively manage and share Sales, Marketing and Bidding knowledge and best practice. Ensures documents are complete, current and stored appropriately
Requirements
- Minimum 5 years experience in managing projects or programs of a diverse and complex nature
- Demonstrated experience with performance management/realisation - effectively monitoring the progress toward the attainment of planned results
- Good experience in business transformation programs
- High level of competency in collecting, analysing and accurately interpreting statistical, financial, technical and other forms of data into succinct reports and executive summaries
- Experience in liaising with officers at all levels within an organisation on matters pertaining to the functions covered by this position
- Experience in constructively liaising with the management and staff of outside organisations
- Comfortable with high degree of uncertainty, flexibility to respond to issues, meet deadlines
- Strong understanding of sales methodologies and supporting tools and templates
- Strong understanding of business processes and controls
- Deep domain experience of the customer environment, typically achieved through senior command rank within the customer environment of their account, or with in-depth experience of interaction at senior command level.
- Understanding of customer budgetary requirement formulation and procurement processes
- Demonstrated leadership capability in a multi-disciplinary environment
- Demonstrable success within the last 2 years in developing professional sales process and practice with measurable success in driving sales growth
- Current management of pipeline, governance, salesforce and operational and sales reporting
About the Company
Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.
Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.
Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.
Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.
We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.
Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.