Customer Performance Manager

Overview

Manage performance data, reporting and process improvement for facilities contracts.

Key Responsibilities

• office 365
• smartsheet
• data analysis
• dashboard design
• kpi reporting
• superuser

Tasks

-To keep up to date with relevant IT systems and proactively utilise Office 365 and Smartsheet applications -Generating and analysing data and trend analysis, seeking out insights to report to the client. -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 satisfy all contract deliverables -To design the SLAs, KPIs and associated reporting mechanism in collaboration with the commercial manager and account director -To establish a consistently positive working relationship with all clients and end users -To be organised and proactive at all times, ensuring that workload is prioritised and completed in line with management instruction -To always comply with EMCOR UK’S SSOW and HSW Policies and procedures -To successfully manage and complete effective account recoveries and various change initiatives as and when required -To ensure that you have the relevant skills and competencies to complete your job effectively -To complete 100% of allocated performance service stream activities within the M&T programme -To maintain the performance mobilisation programme pack, which reflects the contract scope and agreed processes. -To ensure that performance is consistent and satisfactory -To ensure all applicable processes are designed to ensure operational excellence; with waste reduced and value add increased. -Providing information and transferring knowledge to various members of the Management team to aid decision making / improve performance -Providing information and transferring knowledge to various members of the Management team -Daily, Weekly, Monthly and ad hoc Reporting -to aid decision making / improve performance -Prepare regular internal status reports identifying current and potential risk and opportunity -To ensure compliance with all relevant end to end processes applicable to the role -To ensure the Helpdesk and scheduling function of the account is set up sufficiently and the CAFM setup to compliment these functions -To ensure an effective feedback mechanism is in place to allow clients feedback to be monitored and actions logged and closed out -Lead the creation of and embedding of new processes to support Operations. -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 complete all M&T admin tasks -Support in the maintenance of the asset database -To effectively establish and manage EMCOR’s relationship with the client counterpart throughout M&T as per the agreed terms of reference document -To deliver your service in compliance with your allocated budget -Identify opportunities that can improve efficiency of business processes, particularly asset -To design and implement the contract processes for the account in line with EMCOR MOS, SSOW and HSEQ processes -Prepare and manage performance risk register during mobilisation phase and hand these to contract lead once steady state has been achieved. -To design and implement account recovery plans and change projects -Working closely with the contract Asset manager and Facilities Managers and supporting the Account Manager to produce data reports. -To ensure KPIs and SLAs are passed so that EMCOR UK does not incur financial penalties# -Support in complex analytics application configuration to meet end user requirements while also -To review and understand the commercial obligations for performance management service delivery. -Identify opportunities that can improve efficiency of business processes, particularly asset management & compliance, occupancy and performance data. -To continually make suggestions for M&T SOP improvements -Support in complex analytics application configuration to meet end user requirements while also configuring workflows, analyses, templates, reports and other application controls -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 ensure processes are consistent reviewed to ensure operational excellence -Design and development of dashboards. -To use Intelex to report any near misses or accidents and ensure actions are closed out prior to deadline -configuring workflows, analyses, templates, reports and other application controls -To act as Superuser on all relevant IT packages and systems -The creation and programming of MI and KPI reports as well as working with the team to ensure KPI measures are completed monthly.

Requirements

• six sigma
• change management
• project management
• bi visualisation
• ms office
• full licence

What You Bring

-Deductive Reasoning - the ability to apply general rules to specific problems to produce answers that make sense -The ability to gather information from all relevant sources -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 -High standard of personal integrity and professionalism with the adaptability to change -A good level of interpersonal and customer relationship skills -Valid full driving licence -Six Sigma Accredited (Ideally Green Belt) -Change Management accredited (ideally AMPG) -Demonstrable management and leadership training (ideally ILM3 accredited) -Be commercially aware and have a sound knowledge of budget preparation, negotiation and management -Ability to think and react to immediate problems and issues without losing sight of or compromising long term goals -The ability to establish, implement and monitor high standards of excellence in areas of quality, safety and operational performance -Project Management accredited (ideally AMPQ) -Thorough technical knowledge, plus relevant experience, of the operation and maintenance of a TFM environment. -Successfully complete any training required -Capable of fully utilising programs in the MS Office suite to produce written reports, tracking spreadsheets and presentations. -The ability to make decisions and solve problems - analysing information and evaluating results to choose the best solution and solve problems -Relationship management skills and ability to manage through a team under direct line management and those non-directly managed. -Extensive experience within a Business Improvement or Performance Manager role as well as a Change Management role -Ability to lead and act with authority when required -Be resilient under pressure, with good decision-making skills. -The ability to communicate effectively, in both verbal and written forms -Good, all round knowledge of Maintenance Management disciplines -IOSH accredited -The ability to organize, plan and prioritise work -To be behave consistently in line with EMCOR UK’s values -Knowledge of the current legislation and mandatory standards relating to safe working practices. -Excellent organisational and interpersonal skills. -Technical experience with BI Visualisation tools. -Willingness to train, update and improve themselves for the benefit of the contract. -To complete x6 SCA per annum

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Benefits

-25 Days holidays + Bank holidays -Holiday Buy Scheme - up to 5 days a year -Bike To Work Scheme -Paid volunteering and charity days -Extensive Learning & Development opportunities, including opportunities for progression. -Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing. -Refer a Friend scheme – worth £500 per referral -GEMS – Internal recognition scheme with vouchers for Amazon and retail/dining -Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries. -Access to Flex Benefits: Discount Shopping, Gym, Mobile, Family Activities, Insurance, Dining Experience, Car Leasing and Breakdown Cover.

About Emcor Uk

-Founded as a pioneering force in the facilities management industry, EMCOR UK has evolved into a trusted partner for a wide range of sectors. -With a robust portfolio in engineering and energy services, EMCOR UK excels in providing sustainable and innovative solutions to complex challenges. -Their expertise spans across commercial, residential, and industrial properties, offering tailor-made solutions that meet unique client needs. -EMCOR UK is known for delivering high-value projects, including critical infrastructure, energy-efficient systems, and comprehensive maintenance services. -The company is part of the global EMCOR Group, leveraging international resources while maintaining a strong local presence in the UK. -Recent standout projects include transforming energy use in large commercial facilities and providing state-of-the-art utilities management for both private and public sectors.

Sector Specialisms