Performance Manager

7 days ago

New York, New York, United States JLL Full time

About the Role:

JLL is seeking a highly skilled and experienced Performance Manager to join our team. As a Performance Manager, you will be responsible for driving client relationships, service delivery, and leadership/staff management.

Key Responsibilities:

  • Client Relationships:
    • Develop and manage client relationships to ensure expected service levels are achieved.
    • Comply with all client contract requirements and meet or exceed key performance indicators.
    • Deliver exceptional quality of service to clients, as reflected by client feedback.
  • Service Delivery:
    • Develop a deep understanding of contract and key performance indicators (KPIs), including reporting requirements, and become the account subject matter expert for performance management.
    • Work with service line teams across the region to ensure adherence and understanding of KPI deliverables.
    • Work with technology teams to design effective tracking and reporting tools for KPIs, SLAs, monthly, quarterly, and/or annual reports, etc., used to track JLL's performance.
    • Support governance relationship management and work with JLL governance lead to obtain clarification where contract and KPI language requires additional interpretation and alignment.
    • Analyze data and metric variances, recommend, and implement change programs and mitigation strategies aimed at improving performance results.
    • Assemble KPI scorecard, audit KPI artifacts, and participate in and/or lead KPI review sessions with clients.
    • Manage contract change process and detailed log of contract changes (i.e., changes to square footage, headcount, etc.).
    • Own and maintain contract service matrix and manage updates through contract change process.
    • Participate in special projects and/or facilitate ad-hoc reporting requests as required.
    • Shape and deploy a process management mentality that is Six Sigma based and that focuses on leveraging JLL best practices for deployment on the account.
    • Manage the account's quality assurance program.
    • Ensure data integrity of all technology and information systems across the portfolio and audit from time to time.
    • Establish and deliver key account initiatives as determined and agreed with the account leadership team and client.
  • Leadership/Staff Management:
    • Develop and supervise a professional, friendly, creative, energetic, and detail-oriented team in the delivery of extraordinary events.
    • Actively support an environment of teamwork, cooperation, performance excellence, and personal success.
    • Participate in the individual performance management program and personal development planning for members of the team.
    • Act as an ambassador for JLL, adopting and maintaining the firm's core values of teamwork, ethics, and excellence.

Requirements:

The ideal candidate will have a strong background in performance management, client relationships, and leadership/staff management. They will be able to work effectively in a fast-paced environment and have excellent communication and interpersonal skills.

What We Offer:

JLL offers a competitive salary and benefits package, including a 401(k) plan with matching company contributions, comprehensive medical, dental, and vision care, paid parental leave at 100% of salary, paid time off, and company holidays. Flexible and remote work arrangements may be available.

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