Performance Manager
 JLL | |
 United States, Washington, Seattle | |
 Feb 01, 2025 | |
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We are seeking an experienced Performance Manager to lead and optimize our Global Service Center operations for our Amazon-at-GREF account, with a focus on driving strategic business value through data-driven insights and process excellence. This role will be instrumental in elevating customer service delivery, while demonstrating measurable impact to our client by driving performance of Service Level Agreements (SLA's) and Key Performance Indicators (KPI's).
Job Responsibilities Develop and implement strategic SLA's and KPI's across Global Service Center operations, including help desk services Translate client business objectives into business strategy for each service line Drive performance excellence across a 300-person shared service organization, ensuring service delivery teams meet business-critical requirements and performance standards. Promote and enable the import and export of best practices to and from JLL, and link the account to emerging practices. Transform complex operational data into actionable insights Present complex performance metrics and insights to senior leadership through compelling data storytelling Build and maintain strong relationships with key clients and stakeholders at executive levels Act as Program Manager for performance initiatives for the JLL-at-GREF account, including development and change management of rollout of Standard Operating Procedures. Identify savings, performance and improvement opportunities Other duties and tasks assigned Sound like you? To apply you need: Knowledge, Skills & Abilities Education/training Bachelor's degree or equivalent work experience required Six Sigma Green Belt certification a plus Years of relevant experience 5 years relevant work experience Skills and knowledge Excellent communication and presentation skills (verbal and written) Strong analytical skills with a track record of identifying potential issues pro-actively and formulating solutions and contingency plans Process management experience or demonstrated skills -Results driven - the ability to analyze, act, and implement to ensure we achieve desired results Strong leadership, organizational and execution skills Client relationship management. Must be highly credible in front of senior executive-level client personnel. Represent ideas effectively and powerfully communicate the value of our successes Team-building. Key stakeholder and collaborators are geographically dispersed. Getting results from ad hoc groups of disparate people is critical Additional Requirements: Willingness to travel internationally (15-20% of time) | |