Performance & Compliance Manager, Facilities Operations

CBRE; Hatfield; On-site; GBP 45,000 - 65,000; Full time

Job summary

CBRE in Hatfield, England is seeking a Performance Manager to lead the contract support and helpdesk team, delivering administrative and contract support activities across the account.

The role centers on daily performance reporting against KPIs, governance and compliance, CAFM system leadership, and collaboration with engineering and finance to maintain data integrity and drive improvements.

Qualifications

• Strong verbal and written communication with clients and colleagues.
• Proven performance and compliance management experience in facilities management.
• Ability to manage workload independently, prioritise, and make decisions under pressure.
• Proactive and commercially aware, identifying risks and revenue opportunities within contracts.
• Demonstrates leadership with a customer-focused approach to high-performing services.
• IT literacy with CAFM systems, reporting tools, and MS Office.
• Organised and detail-focused with strong time management and continuous improvement mindset.
• Capable of working independently and with teams, maintaining confidentiality and professionalism.

Responsibilities

• Lead and supervise the contract support and helpdesk team, delivering administrative and contract support.
• Provide daily planned and reactive performance reporting to the Account Director against KPIs.
• Own and maintain contract registers, trackers, and compliance documentation; escalate risks.
• Produce and issue contractual and governance reports per client and CBRE requirements.
• Support PPM and statutory governance, including supply chain oversight and RAMS review.
• Act as CAFM and change control lead, ensuring data accuracy and coordination with stakeholders.
• Support the asset management programme and liaise with engineering and CAFM teams on estate changes.
• Conduct planned audits across the estate and drive improvement actions.
• Manage escalations and complaints; provide impartial resolution and support contract managers.
• Oversee WIP, debt and chargeable works; coordinate with finance.
• Review subcontractor performance and cost data; support monthly/annual reporting.
• Maintain records; prepare predefined reports as part of contracts.
• Administer quality management system documentation and ensure compliance.
• Collaborate with site team and head office; process quotations, purchase orders, invoices, timesheets, holidays.
• Train staff; generate training gap reports from the training tracker.
• Ensure auditable trails for invoices, timesheets, orders, and goods receipts.
• Be responsible for commercial support on the contract through final account.
• Run weekly aged debt reports and liaise with client to resolve issues.
• Complete month-end reports for finance.
• Collate monthly forecasting and finance reports for clients.
• Raise Annual Maintenance POs.

Skills

Communication

Leadership

Time management

Decision making

Independence

Attention to detail

IT literacy

Microsoft Office

Tools

CAFM systems

Tableau

Microsoft Office

Job description

CBRE in Hatfield, England is seeking a Performance Manager to lead the contract support and helpdesk team, delivering administrative and contract support activities across the account.

The role centers on daily performance reporting against KPIs, governance and compliance, CAFM system leadership, and collaboration with engineering and finance to maintain data integrity and drive improvements.