Contract Manager

Contract Manager - Franchise OCS Wellington
Are you an experienced operations leader who thrives on building strong relationships, driving service excellence, and supporting franchise business success?
OCS is seeking a proactive and customer-focused Contract Manager - Franchise to join our Wellington team. This role is responsible for managing a portfolio of franchise-operated customer sites, ensuring service delivery standards are met, supporting franchisees to succeed, and maintaining strong customer relationships.
This is a hands-on, field-based role requiring regular site visits and a flexible approach to working hours.
About the Role As a Contract Manager, you will be the key link between OCS, our franchise network, and our customers. You will work closely with franchisees to ensure operational excellence, customer satisfaction, compliance with OCS standards, and ongoing contract retention.
Success in this role comes from strong relationship management, problem-solving ability, attention to detail, and a commitment to delivering exceptional service outcomes.
Key Responsibilities

• Manage and support a portfolio of franchise-operated customer sites across the Wellington region.
• Build and maintain strong relationships with franchisees, customers, and internal stakeholders.
• Conduct regular site audits, quality inspections, and compliance reviews to ensure sites meet contractual and OCS standards.
• Provide coaching, guidance, and operational support to franchisees.
• Investigate and resolve customer concerns, service issues, and operational challenges in a timely and professional manner.
• Identify opportunities for continuous improvement, customer retention, and business growth.
• Support the onboarding, training, and development of franchise partners.
• Prepare and maintain accurate records, site reports, and operational documentation.
• Work collaboratively with internal teams to ensure customers receive consistent and high-quality service.
• Undertake regular after-hours site visits, including early mornings, evenings, and occasional weekends, to assess service delivery during operational cleaning hours and maintain strong customer relationships.
• Respond to operational requirements and urgent service matters as required.

What We're Looking For

• Previous experience in contract management, operations management, facilities services, cleaning services, or a similar customer-focused environment.
• Strong relationship-building and stakeholder management skills.
• The ability to influence, coach, and support franchise business owners.
• Excellent communication and problem-solving skills.
• Strong organisational skills with the ability to manage multiple priorities.
• A proactive approach and commitment to continuous improvement.
• Sound computer skills and experience using Microsoft Office applications.
• A commitment to Health, Safety, and Quality standards.
• A current full New Zealand driver's licence.

Working Hours and Travel This is not a traditional 8:00am to 5:00pm office-based role.
The successful candidate will be expected to spend a significant amount of time visiting customer sites and supporting franchisees in the field. As many cleaning operations occur outside standard business hours, regular after-hours inspections and site visits are an essential part of the role.
Flexibility is critical, and candidates must be comfortable working a schedule that includes early morning, evening, and occasional weekend visits to ensure service delivery standards are maintained.
Why Join OCS?

• Join one of New Zealand's leading facilities services organisations.
• Work with an established and growing franchise network.
• Enjoy variety, autonomy, and the opportunity to make a genuine impact.
• Supportive team culture with ongoing professional development opportunities.
• Competitive salary package, vehicle, and tools of the trade.

If you enjoy building relationships, solving problems, and being out in the field supporting customers and franchisees to succeed, we'd love to hear from you.
Apply now and become part of the OCS team.