Corporate Services Manager

About the Role

This role goes beyond traditional corporate services which will mainly involve planning, organising, directing, controlling and coordinating the overall administration of the organisation.

Key Responsibilities

1. Executive administrative and strategic support
2. Organisational representation and policy promotion
3. Resource management analysis and reporting
4. Administrative leadership and staff development
5. Managing organisational resources and implementation

Leading to:

1. Growth of existing customers
2. Quality and performance of deployed talent
3. Alignment between customer expectations and operational delivery

Detailed Responsibilities

Executive Administrative & Strategic Support

1. Provide high-level administrative, strategic, and operational support to senior management
2. Deliver insights and recommendations across staffing, financial planning, facilities, and information services
3. Drive revenue growth from existing customers through expansion and upsell
4. Build structured account plans and identify value opportunities
5. Maintain strong customer relationships and respond quickly to risks and opportunities

Organisational Representation & Customer Alignment

1. Represent the organisation in negotiations, forums, and external engagements
2. Act as the central point of alignment between customer feedback and operations
3. Translate feedback into clear, actionable requirements
4. Ensure operational teams understand actual customer expectations
5. Challenge vague or subjective feedback and enforce clarity
6. Close the loop with customers by ensuring visibility of actions taken

Resource Management Analysis & Performance Reporting

1. Analyse resource management issues and prepare reports, correspondence, and recommendations
2. Convert customer feedback into measurable performance criteria
3. Define clear standards for what “good performance” looks like per role
4. Identify gaps between customer perception, internal vetting, and actual delivery

Administrative Leadership & KPI Implementation

1. Lead and develop administrative and operational staff
2. Build and implement KPIs across roles, including where none currently exist
3. Establish metrics for:
4. Speed of delivery
5. Quality of work
6. Reliability and attendance
7. Ensure all performance assessments are data-driven and consistent

Examples:

1. Are employees delivering at the expected pace?
2. Are there attendance or punctuality issues?
3. Is output creating rework or quality concerns?

Quality Assurance & Operational Implementation

1. Set and enforce consistent quality standards across all customers
2. Review actual output regularly, not just client feedback
3. Identify underperformance early and take corrective action
4. Ensure delivery aligns with commitments made during hiring and vetting

Other tasks

Performance Reviews & Talent Calibration

1. Conduct 360 performance evaluations using:
2. Client feedback
3. Internal assessments
4. Output and delivery data
5. Identify mismatches between perception and actual capability
6. Ensure employees are correctly leveled based on performance
7. Flag overperformance and underperformance and drive adjustments

Benchmarking & Continuous Improvement

1. Research leading practices in performance measurement and QA
2. Implement practical frameworks to improve productivity and quality
3. Continuously refine KPIs, QA processes, and feedback systems

Required Skills & Experience

1. Bachelor’s Degree in Business Management or equivalent
2. Strong experience in customer success, operations, or service delivery
3. Proven ability to build and implement performance measurement systems
4. Strong stakeholder management and ability to challenge assumptions
5. Data-driven with strong analytical capability