Performance & Compliance Manager- FM

Job Title: Performance Manager Purpose and Scope of the role The main function of the role is to support the performance of a key contract through the production of reports, management / support of KPI / SLA performance and implementation of business improvement activities to show continuous improvement. Role Responsibilities: Operational This position will support the Account Manager, and Helpdesk in the running of a key Account, and will involve: * Review the performance monitoring model for the account in relation to the running and operational of the day-to-day helpdesk/scheduling activities and interaction with the operational teams. * To monitor, action, and ensure adherence to SLA/KPIs for both planned and reactive maintenance * Educating, training, and supporting the account teams in the performance model and ways to improve performance / communication. * Supporting the design of business processes for the scheduling of Planned and reactive tasks. * Developing and issuing performance and operational reporting. * Attending and contributing to internal and external performance meetings * Acting as the central coordinator for business improvement with regards to schedule and KPI adherence * To have a very good knowledge of CAFM systems / pay mech and performance reporting / management CORE COMPETENCIES (Experience, Knowledge, Communications and Working Relationships) * Extensive experience with facilities management / CAFM systems, such as Concept / Planon / Maximo * Good, rounded experience of facilities management operational activities, hard services * Familiarity with process improvement techniques are desirable, but not required. * Good communicator at all levels * Good problem-solving ability Knowledge * Advanced to expert Microsoft Excel skills are essential. * A good comprehension of engineer scheduling is required. * A reasonable to intermediate understanding of process management is required. * A thoroughly adept communicator, with the ability to convey complex concepts in simple language. * Personable and empathetic, with the ability to engage with managers at all levels within the organisation (ranging from the Business Unit Director to the engineering team). * Technically minded, with the ability to recognise information technology solutions to solve operational constraints. * Process oriented, with the understanding that most business problems can be analysed through understanding business process. * Solutions oriented, providing explanations and proposed resolutions to problems rather than purely identifying problems