Performance Manager

Location: UK or Ireland

Department: Centre of Excellence 

Reports to: Performance and Insights lead 

Number of Direct Reports: None 

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

Role Overview: The Performance 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 position is responsible for monitoring and demonstrating performance metrics to clients and JLL teams while maintaining the highest standards of contractual compliance and data integrity across multiple countries. Working as part of a dynamic, globally distributed team, you'll collaborate 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 and maintain data quality metric standards  

• Collate regional data, updates, and progress reports for comprehensive performance tracking  

• Monitor financial performance of FM operations, analyzing budgets, expenses, and revenue to identify cost-saving opportunities and operational efficiency improvements 

CRM System Management & Supporting Platforms 

 • 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  

• Identify and implement supporting platforms and technology solutions to improve FM operations 

 • Develop and maintain teamsites for internal collaboration, information sharing, and document management 

Governance & Compliance  

• Track and ensure all required meetings occur at country, regional, and global levels in accordance with the Global Governance Framework  

• Monitor contractual 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 Reviews, analyzing feedback and proposing continuous improvement initiatives  

• Collaborate with stakeholders to identify relevant KPIs, ensuring alignment with business objectives 

 • Develop and implement systems to track and measure KPIs, analyzing performance 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 

 • Create accurate and 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  

• Establish and 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 

 • Assist in 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 

 • Assist in developing transition plans, including transfer of systems, processes, and procedures from previous providers 

Required Qualifications 

Technical Skills  

• Advanced proficiency in 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, best practices and governance operating models 

 • Understanding of GxP requirements, 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 professional, stimulating and challenging work environment of multinational Company with great and long-term career prospective 

• Opportunity to demonstrate your own initiatives  

• Opportunity to participate in training and development programs 

 • Friendly and supportive company culture