Performance Manager

Location:UK or Ireland

Department:Centre of Excellence

Reports to:Performance and Insights lead

Number of Direct Reports:None

About JLLAt JLL we shape the future of real estate for a better world.Werecommitted to hiring the best most talented people and empowering them to thrive grow meaningful careers and find a place where they belong.

Role Overview:ThePerformance Manager plays a critical role in supporting our EMEA Centre of Excellence to ensure Master Service Agreement (MSA) governance requirements are effectively planned delivered and tracked across our EMEA operations. This positionis responsible formonitoring anddemonstratingperformance metrics to clients and JLL teams whilemaintainingthe highest standards of contractual compliance and data integrity across multiple countries. Working as part of a dynamic globally distributed teamyoullcollaborate with Regional Leads to support contractual delivery continuous improvement and performance demonstration.

Key Responsibilities

Data Management & Analysis

Take full ownership of hands-on data analysis projects working closely with stakeholders to ensure high-quality deliverables and successful integration across various applications

Collaborate with Account Teams Country Leads and internal BAU teams to gather data requirements andmaintaindata quality metric standards

Collate regional data updates and progress reports for comprehensive performance tracking

Monitorfinancial performance of FM operationsanalyzingbudgets expenses and revenue toidentifycost-saving opportunities and operational efficiency improvements

CRM System Management & Supporting Platforms

Administer andmaintainthe CRM system to ensureaccurateand up-to-date information on clients contracts and service level agreements

Collaborate with cross-functional teams to define and customize CRM workflows and processes to meet business needs

Identifyand implement supporting platforms and technology solutions to improve FM operations

Develop and maintainteamsitesfor internal collaboration information sharing and document management

Governance & Compliance

Track and ensure all required meetings occur at country regional and global levelsin accordance withthe Global Governance Framework

Monitorcontractual governance requirements across multiple countries globally Validate KPIs and support the demonstration of performance to clients

Ensure comprehensive understanding of Statement of Work (SOW) and contractual obligations for each FM account

Understand and ensure compliance with Good Practice (GxP) requirements and local regulations applicable to FM operations

Performance Management & KPI Development

Support coordination and preparation of Monthly and Quarterly Business Reviewsanalyzingfeedback and proposing continuous improvement initiatives

Collaborate with stakeholders toidentifyrelevant KPIs ensuring alignment with business objectives

Develop and implement systems to track and measure KPIsanalyzingperformance against targets

Manage KPI tracking reporting and improvement action planning

Prepare regular reports and presentations on KPI performance to provide insights and recommendations for improvement

Client Engagement & Reporting

Createaccurateand comprehensive client reports detailing performance metrics project updates and service delivery

Prepare and deliver engaging presentations to clients highlighting FM performance value-added services and business insights

Implement and support client survey processes and pulse surveys tracking performance and developing action plans

Establishand maintain strong relationships with clients to foster open communication channels and act as main point of contact for client feedback

Support voice of the customer initiatives ensuring client feedback is incorporated into operational processes and service enhancements

Training & Documentation

Create develop and present best-in-class training documentation to help account team members understand contract contents and Master Service Agreements

Develop Master Service Agreement Overview and Contract training materials

Train FM employees on CRM system usage and best practices

Support ad hoc projects focused on improving efficiency engagement and performance

Change Management & Transitions

Assistin managing change processes including technology implementations process improvements and organizational restructuring

Support transitions of new accounts by collaborating with project teams during onboarding to ensure seamless transitions

Assistin developing transition plans including transfer of systems processes and procedures frompreviousproviders

Required Qualifications

Technical Skills

Advancedproficiencyin Microsoft Office Suite (Excel Word PowerPoint)

Strong data analysis and reporting capabilities

Experience with data integration across multiple applications

Experience with CRM systems and supporting technology platforms

Core Competencies

Deep understanding of value and risk drivers including impact of contract scope changes

Knowledge of FM business operational processes bestpracticesand governance operating models

Understanding ofGxPrequirements quality measures and regulatory compliance

Ability to build compelling cases using data and communicate clear persuasive messages

Exceptional verbal and written communication skills with ability to adapt to different audiences

Personal Attributes

Strong organizational and time management skills with ability to multitask effectively

Independent thinker with willingness to learn and adapt rapidly

Highest standards of behaviour collaboration and work ethics

Enthusiastic and positive team player capable of working with distributed global teams

Ability to simplify complex issues and influence stakeholders at all levels

Flexible and adaptable to workflow changes

What you can expect from us:

Hybrid work possibility (3 days from the office per week)

Possibility to work in a highly professionalstimulatingand challenging work environment of multinational Company with great and long-term career prospective

Opportunity todemonstrateyour own initiatives

Opportunity toparticipatein training and development programs

Friendly and supportive company culture