Performance Manager
- Peterborough Huntingdon, Cambridgeshire
- £40,000-45,000 per year
- Permanent
- Full-time
- To effectively manage the Performance service stream within mobilisation and transition of new accounts in line with the established M&T Standard Operating Procedure and accredited project management principles
- To ensure the Helpdesk and scheduling function of the account is set up sufficiently and the CAFM setup to compliment these functions
- To successfully manage and complete effective account recoveries and various change initiatives as and when required
- To support EMCOR UK's Business Development Team in selling EMCOR UK's Mobilisation and Transition and performance/customer excellence product to new and existing clients
- To be an effective member of EMCOR UK's Mobilisation and Transition team and complete wider activities to support the strategy of this team
- To effectively establish and manage EMCOR's relationship with the client counterpart throughout M&T as per the agreed terms of reference document
- To review and understand the commercial obligations for performance management service delivery.
- To maintain the performance mobilisation programme pack, which reflects the contract scope and agreed processes.
- To design and implement the contract processes for the account in line with EMCOR MOS, SSOW and HSEQ processes
- To design the SLAs, KPIs and associated reporting mechanism in collaboration with the commercial manager and account director
- To assume the role of another SME as an when required
- To complete 100% of allocated performance service stream activities within the M&T programme
- Prepare and manage performance risk register during mobilisation phase and hand these to contract lead once steady state has been achieved.
- Prepare regular internal status reports identifying current and potential risk and opportunity
- To design and implement account recovery plans and change projects
- To continually make suggestions for M&T SOP improvements
- To complete all M&T admin tasks
- To ensure that performance is consistent and satisfactory
- To ensure that you have the relevant skills and competencies to complete your job effectively
- To implement team culture in line with the company culture
- Successfully complete any training required
- To always comply with EMCOR UK'S SSOW and HSW Policies and procedures
- To use Intelex to report any near misses or accidents and ensure actions are closed out prior to deadline
- To complete x6 SCA per annum
- To act as Superuser on all relevant IT packages and systems
- To keep up to date with relevant IT systems and proactively utilise Office 365 and Smartsheet applications
- Client
- To establish a consistently positive working relationship with all clients and end users
- To ensure an effective feedback mechanism is in place to allow clients feedback to be monitored and actions logged and closed out
- To ensure all applicable processes are designed to ensure operational excellence; with waste reduced and value add increased.
- To deliver your service in compliance with your allocated budget
- To satisfy all contract deliverables
- To ensure KPIs and SLAs are passed so that EMCOR UK does not incur financial penalties#
- To ensure compliance with all relevant end to end processes applicable to the role
- To ensure processes are consistent reviewed to ensure operational excellence
- To complete any other reasonable request instructed by management
- To be behave consistently in line with EMCOR UK's values
- To be organised and proactive at all times, ensuring that workload is prioritised and completed in line with management instruction
- Working closely with the contract Asset manager and Facilities Managers and supporting the Account Manager to produce data reports.
- Generating and analysing data and trend analysis, seeking out insights to report to the client.
- The creation and programming of MI and KPI reports as well as working with the team to ensure KPI measures are completed monthly.
- Daily, Weekly, Monthly and ad hoc Reporting
- Providing information and transferring knowledge to various members of the Management team
- to aid decision making / improve performance
- Identify opportunities that can improve efficiency of business processes, particularly asset
- management & compliance, occupancy and performance data.
- Support in the maintenance of the asset database
- Lead the creation of and embedding of new processes to support Operations.
- Design and development of dashboards.
- Technical experience with BI Visualisation tools.
- Support in complex analytics application configuration to meet end user requirements while also
- configuring workflows, analyses, templates, reports and other application controls
- Project Management accredited (ideally AMPQ)
- Change Management accredited (ideally AMPG)
- Six Sigma Accredited (Ideally Green Belt)
- IOSH accredited
- Extensive experience within a Business Improvement or Performance Manager role as well as a Change Management role
- Thorough technical knowledge, plus relevant experience, of the operation and maintenance of a TFM environment.
- Demonstrable management and leadership training (ideally ILM3 accredited)
- Knowledge of the current legislation and mandatory standards relating to safe working practices.
- Coaching / Development
- Valid full driving licence
- Excellent organisational and interpersonal skills.
- The ability to organize, plan and prioritise work
- Relationship management skills and ability to manage through a team under direct line management and those non-directly managed.
- The ability to communicate effectively, in both verbal and written forms
- Capable of fully utilising programs in the MS Office suite to produce written reports, tracking spreadsheets and presentations.
- The ability to establish, implement and monitor high standards of excellence in areas of quality, safety and operational performance
- Good, all round knowledge of Maintenance Management disciplines
- Be commercially aware and have a sound knowledge of budget preparation, negotiation and management
- Be resilient under pressure, with good decision-making skills.
- Strong leadership qualities
- Ability to lead and act with authority when required
- Motivated self-starter
- Pro-active approach
- High standard of personal integrity and professionalism with the adaptability to change
- The ability to gather information from all relevant sources
- Ability to think and react to immediate problems and issues without losing sight of or compromising long term goals
- The ability to make decisions and solve problems - analysing information and evaluating results to choose the best solution and solve problems
- Deductive Reasoning - the ability to apply general rules to specific problems to produce answers that make sense
- A good level of interpersonal and customer relationship skills
- The ability to communicate with supervisors and peers, providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
- Willingness to train, update and improve themselves for the benefit of the contract
- 25 Days holidays + Bank holidays
- Holiday Buy Scheme - up to 5 days a year
- Industry leading Maternity & Paternity Policies
- Refer a Friend scheme - worth £500 per referral
- GEMS - Internal recognition scheme with vouchers for Amazon and retail/dining
- Extensive Learning & Development opportunities, including opportunities for progression.
- Access to Flex Benefits: Discount Shopping, Gym, Mobile, Family Activities, Insurance, Dining Experience, Car Leasing and Breakdown Cover.
- Bike To Work Scheme
- Paid volunteering and charity days
- Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing.
- Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries.