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.
Department:Centre of Excellence
Reports to:Performance and Insights lead
Number of Direct Reports:None
About JLLAt JLL, we shape the future of real estate for a better world.We'recommitted to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and find a place where they belong.
Role Overview:ThePerformance 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 positionis responsible formonitoring anddemonstratingperformance metrics to clients and JLL teams whilemaintainingthe highest standards of contractual compliance and data integrity across multiple countries. Working as part of a dynamic, globally distributed team,you'llcollaborate with Regional Leads to support contractual delivery, continuous improvement, and performance demonstration.
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 andmaintaindata quality metric standards
• Collate regional data, updates, and progress reports for comprehensive performance tracking
•Monitorfinancial performance of FM operations,analyzingbudgets, expenses, and revenue toidentifycost-saving opportunities and operational efficiency improvements
CRM System Management & Supporting Platforms
• Administer andmaintainthe CRM system to ensureaccurateand 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
•Identifyand implement supporting platforms and technology solutions to improve FM operations
• Develop and maintainteamsitesfor internal collaboration, information sharing, and document management
• Track and ensure all required meetings occur at country, regional, and global levelsin accordance withthe Global Governance Framework
•Monitorcontractual 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,analyzingfeedback and proposing continuous improvement initiatives
• Collaborate with stakeholders toidentifyrelevant KPIs, ensuring alignment with business objectives
• Develop and implement systems to track and measure KPIs,analyzingperformance 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
• Createaccurateand 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
•Establishand 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
• 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
•Assistin 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
•Assistin developing transition plans, including transfer of systems, processes, and procedures frompreviousproviders
• Advancedproficiencyin 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
• Deep understanding of value and risk drivers, including impact of contract scope changes
• Knowledge of FM business, operational processes, bestpracticesand governance operating models
• Understanding ofGxPrequirements, 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
• 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,stimulatingand challenging work environment of multinational Company with great and long-term career prospective
• Opportunity todemonstrateyour own initiatives
• Opportunity toparticipatein training and development programs
• Friendly and supportive company culture
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!
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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