Performance Manager

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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.

The Performance Manager is responsible for driving operational performance, reporting excellence and administrative compliance across client account. This role ensures that facilities management and workplace services are delivered in line with contractual obligations, client expectations and JLL quality standards.

Working closely with the Account Director, on-account functional leads and key client stakeholders, this role serves as the central point of accountability for performance reporting, contract governance, quality assurance and team administration. The right individual will be comfortable in a fast-paced environment and at ease with challenging the status quo in pursuit of higher standards.

MAJOR RESPONSIBILITIES

Performance Reporting & Contract Management

• Develop and deliver key contractual reports including Monthly Management Reports, Quarterly Business Reviews and annual performance summaries in line with the agreed governance framework.

• Ensure the contract is translated into meaningful performance matrices including CPIs, KPIs and SLAs for ongoing measurement and tracking.

• Review monthly and quarterly business performance data for accuracy, completeness and alignment with Master Service Agreement (MSA) obligations.

• Track and update action plans to address performance gaps and ensure adherence to contractual obligations.

• Act as point of contact for MSA-related enquiries from client, country and regional teams to minimise risk and ensure consistent understanding.

• Deliver ad-hoc reports as required by the Account Director and senior leadership.

Quality Assurance & Data Governance

• Develop and implement procedures and performance measures to ensure simplification, accuracy and reliability of work methods.

• Maintain governance of SharePoint trackers and document repositories to ensure data integrity and relevancy.

• Ensure all non-compliances are recorded, reported and actioned in a timely manner.

• Perform data integrity gap analyses and ensure controls are in place across key operational applications.

• Oversee QMS documentation including Standard Operating Procedures (SOPs) and other procedural documents.

Administration & Office Management

• Oversee day-to-day administrative operations for the client account, ensuring efficient and consistent support to the account team.

• Manage onboarding and offboarding processes for account personnel and contingent workers, ensuring full compliance with JLL and client requirements.

• Maintain accurate records, filing systems and document control processes in line with JLL and client data governance standards.

• Coordinate procurement of office supplies, services and facilities as required, ensuring value for money and compliance with procurement policy.

• Manage meeting schedules, logistics and coordination for key governance forums including client meetings, QBRs and internal reviews.

Stakeholder & Client Relationship Management

• Proactively develop and manage relationships with client stakeholders, ensuring expected service levels are consistently achieved.

• Serve as a key point of contact for performance, reporting and administrative matters on the account.

• Liaise with on-account teams, central JLL functions and client representatives to gather data requirements and resolve issues promptly.

• Keep account leadership appraised of performance trends, compliance matters and operational updates.

Risk & Compliance

• Develop and maintain a risk reporting framework in line with client and ISO standards.

• Monitor and report any financial or non-financial control breaches, including cyber and data policy obligations.

• Ensure all existing and proposed technology solutions and operational practices comply with client information security requirements.

People & Team Leadership

• Actively encourage an environment that supports teamwork, collaboration and performance excellence.

• Support the Account Director in executing agreed goals for team and business growth.

KEY RESULT AREAS

• Contractual reporting deliverables completed accurately and on time.

• KPI, CPI and SLA performance targets met or exceeded in line with MSA obligations.

• Quality assurance and compliance frameworks maintained with zero unresolved critical non-compliances.

• Smooth and compliant administration of account onboarding, offboarding and vendor management processes.

• Positive client satisfaction outcomes as reflected by feedback and survey results.

• Team development plans in place and succession pathways identified for key roles.

• Continuous improvement initiatives identified and implemented across account operations.

CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA

Essential Experience and Skills

• Minimum 5 years’ experience in operations, performance management, administration or a related field within a corporate or facilities management environment.

• Demonstrated experience in performance reporting, contract governance or quality assurance.

• Strong organisational skills and meticulous attention to detail.

• Proven ability to develop and manage KPIs, CPIs and SLAs within a managed services or outsourcing environment.

• Proficient in Microsoft Office Suite including advanced Excel, Word, PowerPoint and SharePoint.

• Excellent written and verbal communication skills in English.

• Ability to manage multiple complex workstreams simultaneously and meet tight deadlines.

• Experience working in a client-facing environment with complex stakeholder structures.

• Strong understanding of Lean, Six Sigma or Agile methodologies highly desirable.

• Prior experience in Integrated Facilities Management or Corporate Real Estate is highly advantageous.

CRITICAL COMPETENCIES FOR SUCCESS

Client Focus & Relationship Management - ‘I Value my Customers’

• Demonstrates a proactive and professional approach to customer service and stakeholder engagement.

• Ability to interact with a wide range of client staff, including senior levels.

• Ability to manage conflict and balance between client and firm requirements.

• Has a customer service-oriented attitude and natural communication acumen.

People Management and Team Leadership - ‘I am a Team Player’

• Ability to lead a team effectively, coach and develop team members and promote open, constructive and collaborative relationships at all levels.

• Demonstrates honesty, trustworthiness and high ethical standards.

• Works effectively with diverse teams across different functions and cultures.

Program Management & Organisational Skills - ‘I am Proactive’

• Excellent planning and organisational skills to prioritise work and meet tight deadlines.

• Proven ability to manage multiple and complex operational matters simultaneously.

• Able to own, drive and deliver results with a structured approach to managing a complex workload.

Problem Solving & Strategic Thinking - ‘I am Innovative’

• Capacity to deal with ambiguity and resolve complex problems effectively using root-cause analysis.

• Proven analytical ability to solve problems using a quantitative approach.

• Employs holistic approaches and looks for long-term, sustainable solutions.

• Open to new ideas and willing to challenge the status quo to drive improvement.

• Hands-on, pragmatic approach to identifying and establishing improvements to standards and operations.

OTHER PERSONAL CHARACTERISTICS

• Natural communicator who enjoys engaging at all levels of the organisation.

• Self-motivated, confident and resilient in a dynamic and fast-paced environment.

• Flexible and comfortable working with ambiguity and change.

• Organised with a strong sense of ownership and accountability.

• Demonstrates cultural sensitivity and ability to work effectively across diverse teams.

Location:

Scheduled Weekly Hours:

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!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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