What are the responsibilities and job description for the Performance Manager position at JLL?
We are seeking an experienced Performance Manager to lead and optimize our Global Service Center operations for our Amazon-at-GREF account, with a focus on driving strategic business value through data-driven insights and process excellence. This role will be instrumental in elevating customer service delivery, while demonstrating measurable impact to our client by driving performance of Service Level Agreements (SLA's) and Key Performance Indicators (KPI's).
Job Responsibilities
Develop and implement strategic SLA's and KPI's across Global Service Center operations, including help desk services
Translate client business objectives into business strategy for each service line
Drive performance excellence across a 300-person shared service organization, ensuring service delivery teams meet business-critical requirements and performance standards.
Promote and enable the import and export of best practices to and from JLL, and link the account to emerging practices.
Transform complex operational data into actionable insights
Present complex performance metrics and insights to senior leadership through compelling data storytelling
Build and maintain strong relationships with key clients and stakeholders at executive levels
Act as Program Manager for performance initiatives for the JLL-at-GREF account, including development and change management of rollout of Standard Operating Procedures.
Identify savings, performance and improvement opportunities
Other duties and tasks assigned
Sound like you? To apply you need:
Knowledge, Skills & Abilities
Education/training
Bachelor's degree or equivalent work experience required
Six Sigma Green Belt certification a plus
Years of relevant experience
5 years relevant work experience
Skills and knowledge
Excellent communication and presentation skills (verbal and written)
Strong analytical skills with a track record of identifying potential issues pro-actively and formulating solutions and contingency plans
Process management experience or demonstrated skills -Results driven - the ability to analyze, act, and implement to ensure we achieve desired results
Strong leadership, organizational and execution skills
Client relationship management. Must be highly credible in front of senior executive-level client personnel. Represent ideas effectively and powerfully communicate the value of our successes
Team-building. Key stakeholder and collaborators are geographically dispersed. Getting results from ad hoc groups of disparate people is critical
Additional Requirements:
Willingness to travel internationally (15-20% of time)
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
Job Responsibilities
Develop and implement strategic SLA's and KPI's across Global Service Center operations, including help desk services
Translate client business objectives into business strategy for each service line
Drive performance excellence across a 300-person shared service organization, ensuring service delivery teams meet business-critical requirements and performance standards.
Promote and enable the import and export of best practices to and from JLL, and link the account to emerging practices.
Transform complex operational data into actionable insights
Present complex performance metrics and insights to senior leadership through compelling data storytelling
Build and maintain strong relationships with key clients and stakeholders at executive levels
Act as Program Manager for performance initiatives for the JLL-at-GREF account, including development and change management of rollout of Standard Operating Procedures.
Identify savings, performance and improvement opportunities
Other duties and tasks assigned
Sound like you? To apply you need:
Knowledge, Skills & Abilities
Education/training
Bachelor's degree or equivalent work experience required
Six Sigma Green Belt certification a plus
Years of relevant experience
5 years relevant work experience
Skills and knowledge
Excellent communication and presentation skills (verbal and written)
Strong analytical skills with a track record of identifying potential issues pro-actively and formulating solutions and contingency plans
Process management experience or demonstrated skills -Results driven - the ability to analyze, act, and implement to ensure we achieve desired results
Strong leadership, organizational and execution skills
Client relationship management. Must be highly credible in front of senior executive-level client personnel. Represent ideas effectively and powerfully communicate the value of our successes
Team-building. Key stakeholder and collaborators are geographically dispersed. Getting results from ad hoc groups of disparate people is critical
Additional Requirements:
Willingness to travel internationally (15-20% of time)
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
