Client Liaison Lead at Interfront SOC Ltd.

Key Responsibilities:

Business Development & Strategic Growth:

• 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.

Contractor Care and Employee Engagement:

• 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.

Customer Engagement and Account Management:

• 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.

Commercial Operations & Contract 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.

Qualifications and Experience:

• 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.