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The Director, Performance Management drives JLL's account performance management strategy, leading the team to exceed performance goals through strategic KPI oversight, outcome metrics, and productivity optimization. This role is integral to account service delivery and client relationships, serving as a critical driver of JLL account team success.
Job Responsibility:
Strategic Partnership & Communication
Value Storytelling: Lead the preparation and delivery of Monthly (MBR) and Quarterly Business Reviews (QBR)
Expectation Management: Proactively manage client expectations regarding service delivery changes
Voice of the Client: Serve as the internal advocate for client priorities
Performance Architecture & KPI Oversight: Own the comprehensive performance matrix
Develop and manage sophisticated outcome metrics
Execute 'Speed to Green' strategies
Data-Driven Decision Support: Lead development and governance of risk register
Transition the account from reactive reporting to predictive analysis
Systems & Framework Integrity: Maintain the Momentum platform
Oversee integration between Corrigo (CMMS) data and reporting dashboards
Operational Compliance & Governance: Manage the Contract Change Request (CCR) process
Maintain a performance-focused Risk Register
Monitor annual Account Plan progress
Requirements:
5+ years in Performance Management or Business Operations within high-stakes business environments
Analytical Expertise: Expert-level ability to synthesize disparate data sets into cohesive performance strategies
Technical Proficiency: Advanced expertise in Momentum (CRM), Corrigo (CMMS), data visualization tools and familiarity with Google Apps Script
Preferred Certifications: Six Sigma Green or Black Belt to support outcome metrics methodology