The Performance Manager will lead the development, implementation and maintenance of key reporting tools for the account as well gathering formal and informal data to help meet contract reporting requirements, identify trends and opportunities for helping to achieve overall account goals and exceed client expectations.
In addition, this position will work in a broad range of areas related to commercial real estate, to support and drive transformation and continuous improvement initiatives. The Performance Manager will become familiar and will work with all disciplines under the contract including: information technology, finance, sourcing, facility management and building operations, sustainability, landlord relations and space planning.
Roles & Responsibilities
Proactively develop and manage Client relationships ensuring that expected service levels are achieved.
Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators.
Deliver an exceptional quality of service to the Client, as reflected by Client feedback.
Develop and implement a suite of management information reports applicable to the contract and as agreed with the Client.
Develop and executes process improvements and project launches.
Manages the team training and development platforms
Develop a deep understanding of contract key performance indicators (KPIs) and reporting requirements and become the account Subject Matter Expert (SME) for performance management.
Work with technology teams to design effective tracking and reporting tools for KPIs, SLAs, monthly, quarterly and/or annual reports, etc
Analyze data and metric variances, recommend and implement change programs and mitigation strategies aimed at improving performance results.
Participate in special projects and/or facilitate ad hoc reporting requests as required.
Provide communications management for internal and external account marketing and communications, including online content management.
Shape and deploy a process management mentality that is Six Sigma based and that focuses on leveraging Cushman & Wakefield best practices
Manage the relationship with the Client's Performance Management SME and translate their business objectives into Cushman & Wakefield's account business plan.
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.
Lead Manage, develop and supervise a professional friendly, creative, energetic, and detail oriented team in the delivery of extraordinary events
Provide excellent onboarding, training, and team building
Actively support an environment of teamwork, co-operation, performance excellence and personal success
Participate in the individual performance management program and personal development planning for members of the team
Align with facilities leadership team as a manager and act in a manager capacity for anything at the site/s
Sound like you? To apply you should possess:
Bachelor's degree in Engineering, Finance, Real Estate or related field would be an advantage.
Seven or more years relevant experience
Proficiency in a range of information technology tools and platforms
Excellent communication skills, attention to detail, and highly organized.
Strong analytical and projects/program management background.
Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.