Performance Manager

JLL empowers you to shape a brighter way. 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.

Responsibilities:

• CRM System Management: Administer and maintain the CRM system to ensure accurate and 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. Train and educate FM employees on CRM system usage and best practices.
• KPI Development and Reporting: Collaborate with stakeholders to identify relevant KPIs, ensuring they align with business objectives. Develop and implement systems to track and measure KPIs, analyzing performance against targets. Prepare regular reports and presentations on KPI performance to provide insights and recommendations for improvement.
• Financial Performance/Reporting: Monitor financial performance of FM operations, analyzing budgets, expenses, and revenue. Collaborate with finance teams to identify cost-saving opportunities and operational efficiency improvements. Prepare financial reports, including variance analysis, forecasts, and budget proposals.
• Teamsites Development and Management: Develop and maintain teamsites for internal collaboration, information sharing, and document management. Customize teamsites to meet specific project requirements, ensuring ease of use and accessibility for employees. Train teams on teamsite usage and provide ongoing support as needed.
• Supporting Platform: Identify and implement supporting platforms (e.g., software, technology) to improve FM operations. Collaborate with IT teams to integrate platforms seamlessly with existing systems. Provide guidance and support to employees in effectively utilizing these platforms.
• Client Reporting: Create accurate and comprehensive client reports, detailing performance metrics, project updates, and service delivery. Collaborate with account management teams to ensure client satisfaction and address any performance-related issues.
• Client Presentations: Prepare and deliver engaging presentations to clients, highlighting FM performance, value-added services, and business insights. Effectively communicate complex information in a clear and concise manner to clients.
• Supporting the Management of Change Processes: Assist in managing change processes, including technology implementations, process improvements, and organizational restructuring. Collaborate with cross-functional teams to identify change objectives, develop action plans, and communicate changes effectively to employees.
• Supporting Transitions of New Accounts: Collaborate with project teams during the onboarding of new FM accounts to ensure a seamless transition. Assist in developing transition plans, including the transfer of systems, processes, and procedures from the previous provider. Identify gaps in current systems and processes and propose improvements to enable effective performance monitoring. Work closely with cross-functional teams to establish and implement new systems and processes as part of the transition.
• Ensuring Understanding of SOW, SOPs, and Contractual Scope: Ensure a comprehensive understanding of the Statement of Work (SOW) and contractual obligations for each FM account. Collaborate with account management teams to ensure alignment on service deliverables, timelines, and KPIs. Communicate SOW expectations to relevant teams and ensure adherence to standard operating procedures (SOPs) and contractual obligations.
• GxP Requirements, Quality Measures, and Local Regulations: Understand and ensure compliance with Good Practice (GxP) requirements applicable to FM operations. Collaborate with quality assurance teams to establish and monitor quality measures, ensuring adherence to regulatory standards. Stay updated on local regulations related to FM services and proactively address any compliance-related issues.
• Supporting Client Pulse Surveys: Collaborate with account management teams to implement client pulse surveys to gather feedback on FM services. Support the analysis of survey results to identify areas of improvement and address any client concerns or issues promptly. Work with cross-functional teams to develop action plans based on survey feedback and track progress towards resolving identified areas for improvement.
• Client Feedback and Voice of the Customer Initiatives: Establish and maintain strong relationships with clients to foster open communication channels. Act as the main point of contact for client feedback, actively listening to their concerns and suggestions. Collaborate with teams to implement voice of the customer initiatives, ensuring client feedback is incorporated into operational processes and service enhancements. Proactively communicate with clients to update them on how their feedback has been addressed and the resulting improvements.
• Keeping Abreast of Industry Trends and Providing Industry Updates: Stay up-to-date with the latest trends, advancements, and best practices in the Facility Management industry. Monitor industry publications, conferences, and networking opportunities to gather relevant information. Analyze industry trends and assess their potential impact on FM operations and performance. Provide regular updates to the team on industry news, emerging technologies, regulatory changes, and market trends. Collaborate with cross-functional teams to evaluate and implement innovative ideas and strategies in alignment with industry advancements.
• Supporting Supplier Performance Reviews: Liaise with sourcing and vendor management teams to assist in supplier performance reviews. Collaborate with cross-functional teams to establish performance metrics and evaluation criteria for suppliers. Collect and analyze data on supplier performance, including quality of service, adherence to contractual obligations, and timeliness of deliverables. Generate performance reports and present findings to management, highlighting areas of strength and areas requiring improvement. Collaborate with sourcing and vendor management teams to develop improvement plans for underperforming suppliers and monitor their progress. Facilitate communication between the FM provider and suppliers, addressing any concerns or issues related to performance. Identify opportunities to enhance supplier performance through process improvements, relationship building, and contract management strategies.

Location: On-site – London, GBR

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!