People and Performance Manager

Job Title

People and Performance Manager

Job Description Summary

As a key member of the Service Partner team for Sage, the People and Performance Manager is responsible for the day-to-day operations, recruitment and development of Service Partner and third-party colleagues. The role works closely with Sage to gather feedback on colleague performance and align Sage goals with Service Partner performance management systems.

Job Description

Key Interfaces

Global Account Director, Account Lead Workplace Services, Workplace Experience Lead, Regional Workplace Managers RWMs), Workplace Managers (WMs) and other team members, Sage colleagues, contracted third-party service providers and platform team members.

Responsibilities

1. Lead the development and implementation of the People & Performance workstream, delivering initiatives that strengthen workforce capability, performance, learning & development, engagement, recognition, and succession planning.
2. Provide strategic guidance to account leadership to enhance Workplace team members' capability, accountability and productivity, ensuring people strategies support business and Sage objectives.
3. Engage with account leadership to gather feedback, identify opportunities and translate insights into continuous improvements in service delivery, Workplace team members' effectiveness and operational performance.
4. Monitor the global Workplace team and report on performance, KPIs, SLAs and Workplace team metrics, identifying trends, risks and opportunities to inform strategy and drive continuous improvement and innovation.
5. Lead and support organisational change initiatives, restructures, and workforce transitions while minimising operational disruption.
6. Ensure awareness of, and access to, evolving Service Partner best practices in people development and management, for consideration and adoption by Sage.
7. Serve as the trusted advisor to the Workplace team across assigned locations, providing expert guidance for all aspects of workforce planning, employee relations, talent development and performance management.
8. Provide strategic oversight in the recruitment, onboarding and mobilisation activities of Workplace team members supporting the account, working collaboratively with Service Partner Talent Acquisition and Regional Workplace Managers (RWM) to ensure workforce requirements are met.
9. Collaborate with RWMs and account leadership on the delivery of the required package of people and development processes, including but not limited to:
   • Workforce organisational design
   • Performance management, including annual objective setting and appraisal
   • Training, development and career planning
   • Recognition and reward
   • Succession planning
10. Ensure that all people and development processes are adhered to and remain up to date at all times and are documented and available to Sage.
11. Foster a high-performance culture by coaching leaders to effectively manage, develop, and retain their teams while ensuring practices are fair, consistent, compliant, and aligned with organisational values and contractual requirements.
12. Drive workforce optimisation by ensuring performance capability supports operational efficiency and contractual outcomes.
13. Challenge workforce planning assumptions and resource requirements, ensuring existing capability is fully optimised before recommending additional investment or organisational change.
14. Use analytics and organisational insights to support informed workforce planning, learning and capability recommendations that improve productivity to deliver commercial value.
15. Ensure all people and performance practices are aligned with organisational policies, employment legislation, contractual obligations and Sage requirements.
16. Continually reinforce the Workplace team effectively and proactively identify, mitigate, manage and remove risk in the performance of their roles.
17. Champion the development of Workplace teams to create a positive, inclusive and respectful workplace culture that promotes a positive, hospitality-led colleague experience.
18. Lead initiatives that enhance the colleague experience through recognition, feedback, training and skills development

Personal Attributes

Knowledge

• Detailed knowledge of outsourced managed services contracts and governance.
• Sound understanding of Workplace Management and Integrated Facilities Management (IFM) service delivery within a managed services environment.
• Knowledge of the Service Partner organisation, its operating model and service offerings.
• Contemporary Human Resources principles, employment relations and employment legislation.
• Relationship and stakeholder management principles.
• Workforce planning, recruitment and talent development.
• Change management methodologies and workforce transformation.
• Project management principle and continuous improvement practices.

Skills

• Ab

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