Director, Performance Management

Please note, this is a hybrid position, working 2 days on-site and 3 days remotely. Senior Performance ManagerAccount Governance & EnablementThe Senior Performance Manager drives JLL's account performance management strategy, leading the team to exceed performance goals through strategic KPI oversight, outcome metrics, and productivity optimization. This role is integral to account service delivery and client relationships, serving as a critical driver of JLL account team success.Key Responsibilities:Client Relationship: Strategic Partnership & CommunicationExecutive Presence: Act as the primary point person for client leadership and anticipating their needs/ staying ahead of deliverables. Value Storytelling: Lead the preparation and delivery of Monthly (MBR) and Quarterly Business Reviews (QBR), moving beyond "green" KPIs to demonstrate the broader economic and functional value JLL brings to the account. Expectation Management: Proactively manage client expectations regarding service delivery changes, ensuring that any performance risks are communicated with a clear "path to green" and mitigation strategy already in place. Voice of the Client: Serve as the internal advocate for client priorities, ensuring the JLL delivery teams understand and pivot toward the client’s evolving definition of success. Performance Architecture & KPI OversightOwn the comprehensive performance matrix, ensuring every KPI is clearly defined, accurately measured, and consistently achieved across the portfolio - in partnership with our Service Line leadership. Develop and manage sophisticated outcome metrics that extend beyond contractual KPIs to demonstrate JLL's measurable impact on client business objectivesExecute "Speed to Green" strategies by proactively identifying underperforming metrics and leading root cause analysis to resolve issues before they affect client relationshipsData-Driven Decision SupportLead development and governance of risk register, transforming complex operational data into executive-level narratives and actionable insightsTransition the account from reactive reporting to predictive analysis, identifying performance trends that enable leadership to make informed, proactive decisionsSystems & Framework IntegrityMaintain the Momentum platform with continuously updated performance data, milestones, and account health indicatorsOversee integration between Corrigo (CMMS) data and reporting dashboards to establish a single source of truth for all performance metricsOperational Compliance & GovernanceManage the Contract Change Request (CCR) process as it relates to performance, ensuring scope changes are accurately reflected in KPI targetsMaintain a performance-focused Risk Register, proactively flagging at-risk metrics and documenting mitigation strategiesMonitor annual Account Plan progress, ensuring all performance-related milestones are achieved on scheduleExperience:5+ years in Performance Management or Business Operations within high-stakes business environmentsAnalytical Expertise: Expert-level ability to synthesize disparate data sets into cohesive performance strategiesTechnical Proficiency: Advanced expertise in Momentum (CRM), Corrigo (CMMS), data visualization tools and familiarity with Google Apps ScriptPreferred Certifications: Six Sigma Green or Black Belt to support outcome metrics methodology