Performance Manager

Jll; Oxford; On-site; GBP 45,000 - 65,000; Full time

Job summary

JLL Workplace Management in Oxford seeks a Performance Manager to lead standardisation across FM contracts, drive annual improvement initiatives, and enhance customer satisfaction and contract margins. You will manage up to eight team members, including schedulers and contract supports, and work with the Account Director to align service delivery.

You will implement strategic improvements, develop process maps, and ensure QA compliance.

Qualifications

• Strong auditing and compliance background.
• Experience managing teams and driving process improvement initiatives.
• Excellent communication skills, both written and verbal.
• High level of administration and organisational skills.
• Computer literate in Word, Excel, and Outlook.

Responsibilities

• Develop process solutions and improvement plans for contract requirements to ensure consistency of service delivery and reduce performance deduction risks.
• Develop and optimise process maps in line with contractual requirements and QA systems.
• Lead strategic business improvement initiatives to enhance service delivery and customer satisfaction.
• Carry out audits of operational contracts to determine compliance with procedures and contractual documents.
• Drive continual improvement across contracts through regular audits and process reviews, reporting significant compliance risks.
• Manage the Document Storage Centre and other software systems for consistent contract handling.
• Create contract deliverable templates for auto-generation and reporting.
• Develop performance report templates as control points for changes.

Skills

Auditing and compliance

Team leadership

Process improvement

Administration

Communication skills

MS Office (Word, Excel, Outlook)

Tools

Word

Excel

Outlook

Job description

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. Process Development & Improvement

• 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.

Audit & Compliance

• 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.

Document & System Management

• 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.

Business Continuity & Risk Management

• 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.

Commercial & Contract Administration

• 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.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

If you're looking to step up your career, JLL Workplace Management is the perfect professional home. At JLL, you'll have a chance to innovate with the world's leading businesses, put that expertise into action on landmark projects, and work on game-changing workplace and facilities management initiatives. You'll also make long-lasting professional connections through sharing different perspectives, and you'll be inspired by the best. We're focused on opportunity and want to help you make the most of yours. Achieve your ambitions - join us at JLL Workplace Management!