We are looking for a Performance and Compliance Manager to join our Selfridges contract in Central London

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 and Responsibilities

• Doing the basics brilliantly a guiding principle of the business and drives every activity.
• 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
• Always Safety First -- To ensure compliance to all relevant statutory duties under the Health and Safety at Work Act, details of which are listed within the Company’s Health and Safety Policy.

Core Competencies (Experience, Knowledge, Communications and Working Relationships)

• Quality orientation – e.g., shows awareness of goals & standards. Follows through to ensure that quality & productivity standards are met.
• Action orientation – Demonstrates a readiness to make decisions, take the initiative and originate action.
• Planning and organising – Organises and schedules event's, activates and resources. Monitors timescales and plans
• Specialist knowledge – Understands technical or professional aspects of work and continually maintains technical knowledge.
• Resilience – Maintains effective work behaviour in the face of setbacks or pressure. Remains calm, stable and in control of themselves.
• Oral communication - Speaks clearly, fluently & in a compelling manner to both individuals & groups.
• Written communication - Writes in a clear & concise manner, using appropriate grammar, style and language for the reader.
• Problem solving & analysis – Analyses issues & breaks them down into their component parts. Makes systematic & rational judgements based on relevant information.
• Flexibility – Successfully adapts to changing demands and conditions.
• Commercial Awareness – Understands and applies commercial and financial principles. Views issues in terms of costs, profits, markets and added value.
• 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.

We’re committed to treating all our job applicants fairly and with respect. If you need adjustments, we're happy to discuss that with you. Please contact our talent acquisition team in confidence.