Officeworks GCC India
Website:
officeworks.net
Company:
https://www.linkedin.com/company/officeworks-gcc-india
Seniority: Mid-Senior level
Industries: Retail
Job details:
About Officeworks:
Officeworks’ pure is “we bring big ideas to life at low prices”. It’s how we create shared value for customers, team members, suppliers, communities and shareholders.
We are Australia’s leading omnichannel retailer of complete technology solutions, stationery, furniture, art supplies, and learning resources. We also offer services including Print & Create, and Geeks2U.
Our products and services provide solutions to our diverse range of customers across Australia from households, students, small to large sized businesses, governments and schools.
Our culture is built on beginning with customer, doing the right thing, executing with accountability, and leading with ambition. We are one team who are proud to “wear the blues” and deliver for our customers.
We are an inclusive, forward-thinking organisation where diverse perspectives enable innovation, continuous improvement and better outcomes for our customers and teams. The work we do plays an important role in helping Australians work, learn, create and connect.
Our Values:
Our values shape the way we work, our behaviors and how we interact with each other, our customers, suppliers and communities.
Title: Contract Administrator
Location: Bengaluru
About the Commercial Function:
The Commercial team within the Global Capability Centre (GCC) sits at the heart of Officeworks’ growth agenda. This function brings together customer needs, product innovation, services, supplier partnerships, merchandise planning, and channel growth to shape what Officeworks sells, how it competes, and the value it delivers across Retail, B2B, Government, and Education.
This is a unique opportunity to contribute to one of the business’s most commercially impactful areas. The team plays a key role in evolving Officeworks’ product and service offering, accelerating growth in high-potential channels (such as B2B and Education), expanding private label and exclusive ranges, strengthening supplier partnerships, and unlocking emerging category opportunities across areas like technology, gaming, mobility, VR, print, installation, telco, and managed services.
As part of the newly established GCC, you will help build commercial capability from the ground up, shaping scalable ways of working, strengthening planning and decision-making, and driving outcomes that impact sales, margin, customer experience, inventory performance, and long-term growth.
These roles are best suited for people who enjoy:
thriving in a growth-focused retail environment where commercial decisions directly influence customers, sales, margin, and competitiveness contributing to key growth areas, including B2B, Education, Government, private label, exclusive products, and emerging categories using insights (customer, competitor, category, supplier, financial, inventory) to identify opportunities and inform decisions collaborating cross-functionally to turn commercial strategy into practical outcomes
Why this role exists:
The Contract Administrator coordinates day-to-day operational administration, contract maintenance, and first-level service support for the independent technician and contractor network. The role serves as a primary operational contract for field technicians, ensuring smooth contract administration, prompt query and dispute resolution, and strict adherence to operational service levels.
The role supports Geeks2U (G2U) operations by managing point-of-sale () service activities, maintaining account profiles, tracking compliance, and executing offboarding or deactivation protocols. By managing operational workflows, maintaining accurate system records, and supporting field partners, the Contract Administrator enables operational continuity and drives consistent service delivery across the network.
Where you will make a difference:
Technician Contact & Service Support:
- Log, route, and resolve incoming technician inquiries regarding operational workflows, contract administration, and service protocols.
- Act as a primary operational touchpoint for field partners to address day-to-day service delivery queries and system access issues.
- Coordinate first-level dispute resolution, investigating operational variances and applying established guidelines to resolve technician concerns.
- Escalates non-routine operational issues, severe contract breaches, or complex technical anomalies to leadership for guidance.
G2U Operational Management:
- Administer daily G2U service management workflows, verifying job updates, service status, and operational completions.
- Monitor operational queue health, user portal provisioning, and profile access to support seamless service delivery.
- Maintain accurate service data inputs across core platforms, ensuring operational metrics are ready for analytical review.
- Coordinate task prioritization across assigned workflows to maintain operational velocity and satisfy service level agreements (SLAs).
Contract Administration & Compliance:
- Maintain contractor system records, updating documentation, metadata profiles, and credentialing information in compliance with standard operating procedures (SOPs).
- Track contract lifecycles and compliance metrics, conducting routine verifications of technician licenses, insurance validity, and business registrations.
- Execute contract account maintenance, processing profile modifications and system access updates under established protocols.
- Compile operational data sets and baseline market inputs to support capacity tracking and regional network reviews.
Account Maintenance & Terminations:
- Administer structured offboarding workflows, executing account deactivations and system access revocations as directed.
- Process contract termination requests and account closures following documented non-compliance, breach investigations, or administrative directives.
- Maintain audit trails and documentation for account status changes, offboarding checklists, and termination records.
- Conduct final operational reviews for exiting contractors, ensuring all assets, system permissions, and active job queues are cleared.
Dispute Resolution & Commercial Negotiation:
- Manage first-level commercial evaluations, handling invoice disputes, payment escalations, and fee variances with field partners.
- Negotiate baseline payment resolutions and invoice adjustments with contractors by applying established patterns, minor variations, and clear policy guidelines.
- Investigate, document, and assess operational data anomalies, damage incidents, and billing discrepancies to prepare structured compliance recommendations for leadership sign-off.
Who you will be working with:
- Internal Delivery Teams: Collaborate with Geeks2U and Commercial operations teams to maintain service levels and resolve field operational issues.
- Internal Partners: Work closely with Customer Support, Quality, and Store Operations teams to align job tracking, customer feedback, and service delivery standards.
- Internal Stakeholders: Engage with Technology support teams to report portal errors, system latency, or user provisioning access requests.
- External Partners: Act as a responsive and professional primary point of contact for independent technicians and contractors regarding contract administration, service queries, compliance, and account status.
What success looks like:
- Operational Efficiency: G2U service management activities, profile updates, and system entries are executed promptly and accurately following established SOPs.
- Service Responsiveness: Technician enquiries, dispute resolutions, and provisioning requests are addressed within agreed target turnaround times and SLAs.
- Compliance Rigor: Contractor documentation, compliance tracking, and credential verifications are maintained up to date with zero high-risk gaps.
- Smooth Account Lifecycle Management: Onboarding, account maintenance, and account termination/deactivation workflows are executed systematically with complete audit trails.
- Demonstrates behaviors aligned to Officeworks’ values, contributing to a respectful, inclusive and high-performing culture.
How you will lead:
- Individual Contributor
- Lives our Officeworks values and behaviors
- Proactively contributes to a safe working environment, escalates appropriately if there are unsafe conditions or inappropriate behavior
- Operates in line with applicable Officeworks company policies and Code of Conduct
- Demonstrates a strong sense of personal accountability and curiosity to learn and develop
- Contributes to an inclusive and respectful environment where diverse perspectives are valued and everyone feels safe to speak up and belong
Qualifications and work experience:
Essential:
- Education: Degree in Business Administration, Operations Management, Commerce, or a related discipline.
- Experience: 5+ years of experience in operational administration, customer/partner support, contractor coordination, or service operations.
- Operational Execution: Proven ability to execute routine administrative processes, maintain accurate database records, and manage ticketing queues under detailed procedures.
- Commercial Negotiation: Proven experience managing partner relationships, handling billing disputes, and conducting firm commercial negotiations or contract enforcement under defined guidelines.
- Stakeholder Communication: Strong verbal and written English communication skills to handle partner enquiries, clarify compliance requirements, and manage sensitive account conversations.
Preferred:
- Industry Context: Experience in a retail, field service, logistics, or services network environment supporting geographically dispersed contractors.
- Tooling & Platforms: Familiarity with point-of-sale () systems, ticketing systems (e.g., ServiceNow/Jira), CRM tools, or digital contract/document management software.
- Contract Administration: Exure to the administration of contract lifecycles, contractor credentialing, compliance enforcement, and termination procedures.
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