Performance Manager

The Performance Manager works closely with the Account Director and internal key stakeholders to develop FM solutions that ensure consistency across the contract portfolio and standardisation of service delivery. The role leads targeted annual improvement initiatives to enhance customer satisfaction, contract margin, and operational service delivery. The role includes line management responsibility for up to 8 team members, including Schedulers, Contract Supports, and Store Persons.

• Develop process solutions and improvement plans that satisfy individual contract requirements to ensure consistency of service delivery and reduction in performance deduction risks.
• Develop and optimise generic and contract-specific process map documents in line with contractual requirements and JLL WPM QA management systems.
• Lead the implementation of strategic business improvement initiatives to enhance service delivery, improve customer satisfaction, and provide better value to the business.

• Carry out audits of operational contracts to determine compliance with internal contract-specific procedure documents and contractual documents.
• Report on areas of the contract with significant issues, ensuring all contract deliverables are captured and processes are in place to ensure contract and statutory compliance.
• Drive continual improvement across all contracts through regular audits and process reviews, and report significant compliance risks to the Account Director.

• Manage the Document Storage Centre and other software support systems to ensure a consistent approach across all contracts.
• Create contract deliverable tasks for auto-generation from the system for issue and action by the team.
• Develop templates for Performance reports that ensure compliance and act as the control point for any suggested changes to these reports.

• Take the lead on developing Business Continuity Plans that cover full business risks and individual contract-specific risks.
• Carry out annual review and test exercises as required.

• Manage contract-specific CCN trackers to ensure fixed costs paid are relative to the amended contract.
• Oversee the admin support functions, including line management, review of processes, and ensuring workflow is efficient and QA processes are followed.

Work with the Strategic Asset Manager to ensure the client's CAFM system is optimised

• Industry-relevant qualifications.
• Prior experience within the FM sector in relevant fields.
• Previous experience developing policies and procedures for FM contracts.
• High level of administration and organisational skills.
• Computer literate in Word, Excel, and Outlook.
• Strong auditing and compliance background.
• Experience managing teams and driving process improvement initiatives.
• Excellent communication skills, both written and verbal.

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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