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Performance Manager - Worthing/WFH/Hybrid

REAL Technical Solutions Limited

Posted on Apr 22, 2022 by REAL Technical Solutions Limited

Worthing, Sussex, United Kingdom
IT
Immediate Start
£35k - £41k Annual
Full-Time

Performance Manager - Worthing/WFH/Hybrid

£35,000 - £41,000 plus excellent benefits/based in Worthing, West Sussex with WFH opportunities, 1 to 2 days per week in the office.

Our client, a leading technology strong, professional services company are seeking a Performance Manager to join their Business Channels team. The Performance Manager will be responsible for leading the performance team in delivering statistical performance analysis and management information to identify developer services and non-household retail operational and customer service performance issues and recommend solutions.

Roles and responsibilities of the Performance Manager role:

  • Develop efficient systems for the collection of performance related information, supporting the Performance and Product Lead on the strategic direction on the presentation of performance analysis and management information for internal and external stakeholders.
  • Lead, develop and inspire the team to deliver timely, fit for purpose reports and analysis.
  • Encourage continuous improvement, working to improve the efficiency and value of performance information.
  • Engage with the industry to prepare and respond to changes in customer needs, policy, processes, legislation, market code and company-wide strategic priorities and objectives.

Further roles and responsibilities for the Performance Manager role:

  • Ensure the department are aware of upcoming changes which may impact the company.
  • Lead the root cause analysis, identification and development of best practice to managers of changes to fix issues impacting performance and revenue.
  • Lead proactive engagement with market trading parties, other water companies and developers to co-operatively align data and information to ensure high levels of data accuracy for billing.
  • Gathering and analysing cross functional performance data using Central Market Operating Systems (CMOS), SAP, Service Now and other related systems.

Major accountabilities of the Performance Manager role and approx. % of time spent in role:

  • Develop efficient systems for the collection of performance related information analysis and performance/management information for internal and external stakeholders. 20%
  • Lead, develop and inspire the team to deliver timely, fit for purpose reports, analysis 25%
  • Engage with industry to prepare and respond to changes in customer needs, changes in legislation, market code and strategic priorities and objectives. 20%
  • Lead the root cause analysis, identification and implementation of changes to fix issues impacting performance and revenue. 20%
  • Lead proactive engagement with market trading parties, other water companies and developers to co-operatively align data and information to ensure high levels of data accuracy for billing. 15%

Experience and capability requirements

Knowledge/experience:

  • Good understanding of industry obligations, requirements and strategic objectives under the market code and under industry Levels of Service.
  • Experience of working with complex data to drive decision making to assist with improvements to performance and revenue.
  • Experience of working under pressure within a fast-paced environment with ability to work to demanding targets and deadlines in a complex regulatory environment.
  • Experience in identifying, defining, leading and implementing changes to processes to ensure efficiency.
  • Experience managing a team responsible for reporting on performance internally and externally.
  • Experience of team performance management.
  • Experience of workforce planning and resourcing to enable an optimum team size capable of delivering to required SLAs and quality standards.

Capabilities:

  • Strong verbal and written communication skills with ability to cut through complex issues to articulate concepts, policies and plans to others.
  • Strong analytical capability.
  • Ability and confidence to communicate appropriately with a range of audiences including peers, senior colleagues and specialists at all levels of the organisation.
  • Strong problem solving, collaboration and conflict resolution skills.
  • Commercially astute with an ability to identify solutions to customers issues.
  • Ability to work to demanding targets and deadlines while maintaining focus.
  • Track record of delivering projects, presentations, or reports for senior management.

Performance Manager - Worthing/WFH/Hybrid

£35,000 - £41,000 plus excellent benefits/based in Worthing, West Sussex with WFH opportunities, 1 to 2 days per week in the office.

Reference: 1573506761

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