Job Description The Purpose of the Performance Excellence Manager (PEM) is to drive performance improvement and mitigate under-performance risk across agreed contract quality, KPI’s, goals, service levels, and commitments within the IFMS Portfolio. The role will provide specialist review, direction, and actionable support to all levels of the IFMS Sodexo management team. Reporting to PE Manager, Australia, the role will maintain an advanced understanding of the IFMS contract performance requirements to develop operational, tactical improvement plans and support Sodexo strategic improvement. The PEM will not assume the performance-related accountability of business managers but rather be responsible for the management of performance improvement activity and escalation of deviation through an operational excellence framework. The role has the primary purpose of maximizing all incentive returns to Sodexo through driving and sustaining IFMS contract performance using operational excellence techniques (strategic review, process design, capability development, continuous improvement). Responsibilities RTIO Incentive Payment Realisation for Sodexo Lead the analysis, process definition, design and revision and implementation of existing and new business processes relating to performance improvement. Performance Improvement Planning and Delivery including scale and replicate performance successes across boundaries, develop remediation action plans with stakeholders to bridge under-performance, monitor and measure adherence to Performance Improvement Plans Lead and improve agreed performance across the IFMS Portfolio: Service Level Agreements, Key Performance Indicators, Service Quality, Performance Indicators, Goals, Action, Plans, Audits Schedule, Service Requests, Feedback. Ensure required performance is understood by stakeholders: Thresholds & Intervals Ensure actual performance is understood by stakeholders: Thresholds & Intervals Manage and engage tools and methods to sustain performance: Audits and Auditing tools (e.g., Mobile MVA), Dashboards (e.g., PowerBi), Visual Aids (e.g., Visual Standards / Standard Work), Process mapping, Problem Solving Technique (e.g., pareto / Fishbone / 5 why), Action Planning (e.g., action plans / project plan), Workshops, Pre-start meetings Design and facilitate stakeholder discussions, workshops, meetings, and reviews to optimize performance and risk management. Lead performance discussions in team meetings at all levels. Drive continuous improvement. Develop sustainable performance capability. Optimise processes to maximise performance. Drive strategic alignment and direction. Address underperformance of team and stakeholders. Deliver threshold and interval control management, ensure adherence to threshold, ensure interval, report and escalate deviation. Develop and improve team performance to ensure service delivery. Knowledge & Skills Demonstrated high level Analytical and problem-solving skills. Ability to analyze and synthesize high volumes of data and present the information in meaningful and accurate reports. Ability to clearly communicate, articulate performance overviews through various mediums. Expertise in identifying the key performance drivers of the business and developing benchmarks to assess and manage performance. Expertise in understanding key performance indicators of the contract and developing solutions scale and replicate success or remediate under-performance. Highly advanced Excel skills. Familiarity with dashboards and SharePoint. Experience with MVAand Power Bi will be an advantage. Communicates effectively Definition: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences Optimises work processes Definition: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement Business Insight Definition: Applies knowledge of business and the marketplace to advance the organisation goals Customer focus Definition: Building strong customer relationships and delivering customer-centric solutions Drives results Definition: Consistently achieves results, even under tough circumstances. Resourcefulness Definition: Securing and deploying resources effectively and efficiently Nimble learning Definition: Learns through experimentation when tackling new problems, using both successes and failures as learning fodder
