Performance Manager Job at JLL (London)

Performance Manager

JLL

Location:
United Kingdom , London

Category:
Real Estate

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Performance 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 position is responsible for monitoring and demonstrating performance metrics to clients and JLL teams while maintaining the highest standards of contractual compliance and data integrity across multiple countries. Working as part of a dynamic, globally distributed team, you'll collaborate with Regional Leads to support contractual delivery, continuous improvement, and performance demonstration.

Job Responsibility:

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 and maintain data quality metric standards
Collate regional data, updates, and progress reports for comprehensive performance tracking
Monitor financial performance of FM operations, analyzing budgets, expenses, and revenue to identify cost-saving opportunities and operational efficiency improvements
Administer and maintain the CRM system to ensure accurate and 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
Identify and implement supporting platforms and technology solutions to improve FM operations
Develop and maintain teamsites for internal collaboration, information sharing, and document management
Track and ensure all required meetings occur at country, regional, and global levels in accordance with the Global Governance Framework
Monitor contractual 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
Support coordination and preparation of Monthly and Quarterly Business Reviews, analyzing feedback and proposing continuous improvement initiatives
Collaborate with stakeholders to identify relevant KPIs, ensuring alignment with business objectives
Develop and implement systems to track and measure KPIs, analyzing performance 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
Create accurate and 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
Establish and 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
Assist in 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
Assist in developing transition plans, including transfer of systems, processes, and procedures from previous providers

Requirements:

Advanced proficiency in 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, best practices and governance operating models
Understanding of GxP requirements, 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 we offer:

Hybrid work possibility (3 days from the office per week)
Possibility to work in a highly professional, stimulating and challenging work environment of multinational Company with great and long-term career prospective
Opportunity to demonstrate your own initiatives
Opportunity to participate in training and development programs
Friendly and supportive company culture

Additional Information:

Job Posted:
February 20, 2026

Employment Type:

Fulltime

Work Type:

On-site work

JLL - All Job Offers

Job Link Share:

Performance Manager

JLL

Location:
United Kingdom , London

Category:
Real Estate

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
February 20, 2026

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