Position overview

As a Contract and Governance Manager you provide contract document management support and meticulously document all activities related to the contracting process. In addition, you will facilitate the governance processes established by the company. You will coordinate and contribute to the creation of high quality contract documents for new and existing clients. You support proper orchestration between cross functional teams in the development and timely delivery of contract documents and governance processes.

Key responsibilities

· Coordinate and facilitate bid governance activities, including the documentation of outcomes and approvals in line with established governance thresholds and rules

· Overall management of contractual documents and ensuring document version control and formatting

· Collaborate with cross functional subject matter experts to review Master Service Agreements (MSA), Statements of Work (SOW), Change Orders and other contractual documents for services being contracted across one or more service lines

· May support contract renewal performing activities such as building proformas, performing customer financial analysis including EASE models

Core competencies

· Focusing on customers, knowing my organization, managing self-development, giving support

Leadership competencies

· N/A

Functional competencies

· Experience working in document management 

· Experience supporting governance process for bid management

· Facilitation skills and stakeholder management

· Advanced skills in technical or legal writing

· Basic knowledge of project management in a global, cross-functional business development environment 

General knowledge of customer experience, trust and safety and/or digital business

Qualifications

· 3+ years of work experience with document management and contract management, bid governance or equivalent

· Studies in Communication, Business, or Legal fields are preferred

· Proficiency in the English language; German or Mandarin are a plus

Detailed description

Reporting to the Senior Director of Solutions, the Contract & Governance Manager is responsible for supporting the established governance processes and the management and documentation of all activities related to the contract negotiation process. Primary responsibilities include executing established governance processes for pricing, deal and contract signature approval and the overall management of contractual documents, and ensuring document version control on behalf of TELUS International and the applicable TELUS International client; Collaborate with subject matter experts (e.g. Commercial, Global Solutions Development team, legal teams, operational teams, Risk, Regulatory and Tax, etc.) to review and document TELUS International’s provisions within Master Service Agreements, Statements of Work and other contractual documents as it relates to customer contact center support and technology transactions. 

· EMEA daytime hours to align with CET working hours of 8 a.m. to 5 p.m. CET; or 

· Philippines/India local night/overnight hours to align with U.S. working hours of 8 a.m. to 5 p.m. ET (UTC -5:00 hours autumn/winter; UTC -4:00 hours spring/summer). 

Primary responsibilities

The Contract & Governance Manager supports all contract documentation in partnership with the solutions, sales, and customer success management teams. The role is an individual contributor who performs moderate-level tasks under established policy and precedent in support of contractual and governance activities.

Application of preferred contractual styles, protocols, and generally accepted writing styles including grammar, structure, and format for each document; responsible for all document layout.

Ancillary contract operations activity support includes content harvesting; organizing, and maintaining an up-to-date library of ad hoc contractual content; using tools including Salesforce, Google Workspace, Microsoft Office, Adobe.

The role requires a strong understanding of BPO, CCO, DX services, and processes or willingness to acquire this knowledge. Must be able to self-manage setting and managing content schedules and deadlines.

Perform other tasks as necessary.

·      Primary focus is the overall project and document management of contractual documents which include Statements of Work, Change Orders, Amendments, Letters of Intent, and business terms within the Master Services Agreement.

o  Work with Legal, Sales/Client Services, Solution Strategy and various subject matter experts within the organization (as needed) to ensure all legal, business and compliance risks have been resolved

o  Actively manages all client contracts and changes

o  Responsible for editing the proposed contract documents as needed according to the approvals and/or feedback received

o  Project manage the timeline to support the negotiation of contracts with the client on behalf of the  organization

o  Review, edit and draft contractual documents as needed, which includes Statements of Work, Change Orders, Amendments, Letter of Intent and business terms within the Master Services Agreement

o  Ensure that the necessary internal approvals from management have been obtained

·      Secondary responsibility to function as one of the governance process administrators to include hosting the governance call, preparing and publishing agendas for each governance call, securing verbal and written governance approvals via established processes, managing and processing approval requests via the GREAT mailbox, and other duties as assigned. 

Specific qualifications

· Self-starter with the discipline to work from home without distractions

· Must communicate clearly, concisely, and professionally 

· Able to work independently with little or no direction

· Advance experience with MS Office and G-suite with solid word-processing skills in the areas of documentation, annotation, editing, grammar tools, formatting, etc.

· Ability to draft, review, and redline contractual documents at a high-volume capacity

· Ability to distinguish between various Solution offerings and what contract should be used

· Able to demonstrate a high-level of literacy with strong English communication skills

· Critical thinker and problem-solver

· Thrives in a fast-paced environment

· Willing to take ownership and able to deliver impeccable results working under pressure

· Manage multiple tasks simultaneously sometimes switching priorities and responding to rapid turnaround deadlines

· Leadership skills

· Accuracy, focus, initiative, and ability to meet tight deadlines are imperative

· Analytical, detail-oriented, excellent document management skills, able to work unsupervised and on ad hoc teams 

· Friendly, genuinely pleasant, ability to collaborate with various teams and SMEs but also work independently 

· Open to team improvement projects

· Possess a willingness to learn and receive coaching