At a Glance
- Tasks: Lead performance and innovation initiatives to enhance service delivery and compliance.
- Company: Dynamic company in London focused on operational excellence and continuous improvement.
- Benefits: Career development opportunities, collaborative team environment, and a chance to make an impact.
- Other info: Join a forward-thinking team and challenge the status quo.
- Why this job: Shape service delivery and drive innovation in a key account.
- Qualifications: Experience in performance management and strong analytical skills required.
The predicted salary is between 50000 - 60000 € per year.
Location: London
Full-time | Permanent
Reports to: Account Director
About the Role
We're looking for a driven Performance & Innovation Lead to oversee performance, quality, and continuous improvement across a key contract. This is a pivotal role focused on ensuring delivery against contractual KPIs and the Wates Operating Framework, while driving innovation and operational excellence.
You’ll be responsible for producing high‑quality management information (MI), leading audits across multiple delivery streams, and championing continuous improvement initiatives to maximise service performance.
Key Responsibilities
- Performance & Compliance
- Manage legal and statutory compliance across the contract
- Ensure delivery aligns with KPIs, SLAs, and the Wates Operating Framework
- Conduct audits across operational, statutory, ACT, and value‑add delivery streams
- Reporting & MI
- Produce and deliver accurate monthly reporting within agreed timeframes
- Manage and submit contract MI across internal and client systems
- Deliver ad hoc reporting as required
- Continuous Improvement
- Own and drive the contract improvement plan
- Chair regular steering groups with SMEs, including sustainability and environmental teams
- Identify opportunities to improve efficiency, performance, and service delivery
- Team & Operational Leadership
- Manage and develop the administration/helpdesk function
- Monitor team performance, including exception reporting
- Support team development and maximise productivity
- Operational Delivery
- Support day‑to‑day operational delivery in line with best practice
- Ensure all work is delivered in compliance with contractual and governance requirements
About You
Experience & Knowledge
- Proven experience in a performance or quality management role
- Background in Facilities Management (hard services desirable)
- Experience working with CAFM systems and KPI/SLA‑driven contracts
- Strong understanding of operational delivery and compliance
Skills
- Highly organised with strong attention to detail
- Strong analytical and reporting skills
- Effective communicator with the ability to influence stakeholders
- Proactive, solutions‑focused, and results‑driven
- Excellent planning and time management abilities
Qualifications
- Strong experience in a similar role
- Proficient in Microsoft Office (Excel, Word, PowerPoint)
- CAFM systems experience (e.g. Concept, FSI GO) preferred
Leadership & Behaviours
We’re looking for someone who puts the customer at the heart of everything they do, challenges the status quo and drives innovation, collaborates effectively and builds strong relationships, takes ownership and delivers results, and demonstrates resilience and a commitment to continuous improvement.
What You’ll Get
- The opportunity to shape and improve service delivery across a key account
- A collaborative and forward‑thinking team environment
- Career development and progression opportunities
Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant’s criminal record or the details of any disclosed offences. Additionally, certain roles may be subject to additional pre‑employment checks.
Performance and Innovation Lead in London employer: WPS
At Wates, we pride ourselves on being an exceptional employer, offering a dynamic and collaborative work environment in the heart of London. As a Performance & Innovation Lead, you will have the opportunity to drive meaningful change and innovation while benefiting from robust career development and progression opportunities. Our commitment to continuous improvement and employee well-being ensures that you will thrive both personally and professionally in this pivotal role.
StudySmarter Expert Advice🤫
We think this is how you could land Performance and Innovation Lead in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that Performance & Innovation Lead role.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their KPIs and how you can contribute to achieving them. We want you to show that you’re not just a fit for the role, but that you’re passionate about driving innovation and operational excellence.
✨Tip Number 3
Practice your answers to common interview questions, especially around performance management and continuous improvement. We suggest using the STAR method (Situation, Task, Action, Result) to structure your responses and showcase your achievements effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in keeping you top of mind. We believe it shows your enthusiasm for the role and reinforces your commitment to delivering results.
We think you need these skills to ace Performance and Innovation Lead in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in performance management and compliance. We want to see how your skills align with the key responsibilities outlined in the job description.
Showcase Your Achievements:Don’t just list your duties; share specific examples of how you’ve driven innovation or improved service delivery in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and experiences.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at WPS
✨Know Your KPIs
Before the interview, make sure you understand the key performance indicators (KPIs) relevant to the role. Research how these metrics are typically measured and think of examples from your past experience where you've successfully met or exceeded similar KPIs.
✨Showcase Your Analytical Skills
Prepare to discuss your analytical and reporting skills in detail. Bring examples of reports you've created or audits you've conducted that led to improvements. This will demonstrate your ability to produce high-quality management information, which is crucial for this role.
✨Emphasise Continuous Improvement
Think about specific initiatives you've led that resulted in continuous improvement. Be ready to share how you identified opportunities for efficiency and how you implemented changes. This shows you're proactive and results-driven, aligning with what they're looking for.
✨Engage with Stakeholders
Prepare to discuss how you've effectively communicated and influenced stakeholders in previous roles. Share examples of how you’ve collaborated with teams or led steering groups, as this role requires strong relationship-building skills.
