Workplace Performance Manager, Workplace Services Performance Team, Internal Client Services, Manchester or other North Region locations Workplace Performance Manager, Workplace Services  …

in Manchester, England, United Kingdom
Permanent, Full time
Be the first to apply
in Manchester, England, United Kingdom
Permanent, Full time
Be the first to apply
Workplace Performance Manager, Workplace Services Performance Team, Internal Client Services, Manchester or other North Region locations
Your opportunity
The Performance team assess the performance and measure the outputs of activities delivered by Workplace Services.

The team consists of workplace performance, compliance and environment under one umbrella. With a focus on continuous improvement, the team are responsible for contract auditing and reviewing performance, quality and experience measures. They provide this information back to the Contract Management and Workplace Programme teams to support the development of services delivered. The team also continually review and develop our compliance and environmental requirements.

As independent monitors of workplace functional performance the team ensures a focus on how Workplace Services engages and advises the firm to create a better experience in Deloitte work places.

Are you looking to return to the workplace after an extended career break?
For this role we can offer coaching and support designed for returners to refresh your knowledge and skills, and help your transition back into the workplace after a career break of 2 years or more. If this is relevant for you, just let your recruiter know when you make your application.

Your role
You will be responsible for measuring and benchmarking the performance and compliance of services and activity delivered by our service partners, suppliers, and contractors. You will review performance measures and analyse the outputs of audits, in order to create reports and effective engagement collateral, which evidences and provides feedback on current levels of service and compliance, and makes continuous improvement recommendations.

You will work with the Implementation Manager and the Head of Performance to develop governance structures and an engagement matrix to support effective communication and interactions with senior stakeholders (including local Partners in Charge), and the Workplace Services Contract Management and Programme Management teams.

It is expected that the role of the Performance Manager will evolve over time as we embed the new structure for Workplace Services.
The role will report to the Head of Performance.

- Implement the Workplace Performance vision and concept.
- Independently measure and benchmark the quality and compliance of services provided by service partners, contractors and suppliers, including monitoring and reviewing performance measures, SLA's and KPI's, audits, and client feedback.
- Produce accurate and insightful reports and communications, which effectively articulate the performance and compliance information gathered and provide improvement recommendations as required.
- Support the creation of a performance governance structure, and stakeholder engagement matrix.
- Provide feedback and insight to the Contract Management and Workplace Programme teams, highlighting where services are exceeding expectations or where improvement is required.
- Collaborate with and provide insight to support the Contract Management team to manage supplier SLA and KPI reviews, and other key meetings as required.
- Develop credible relationships across the business; deliver key engagement activity with Senior Stakeholders (including local Partners in Charge) in line with the engagement matrix, sharing performance information and gaining their input on how we can continue to improve the support model and services we provide.
- Work closely with the Analytics teams to ensure the accuracy and quality of data collected.
- Take advantage of new and emerging technologies and market changes to support business requirements, stay relevant and drive innovation.
- Line Manage the Assistant Managers, providing leadership support and guiding their performance and development.
Your w ork, your choice
At Deloitte we believe the best impact is the value we add, not the hours we sit at our desk. We carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients. Please speak to your recruiter about the working pattern that works best for you.

Various locations: North (covering North and Scotland area); Belfast; South (covering the South and Midlands area). Exact office locations to be determined during recruitment. These roles will require national travel as and when required.

Work pattern:
This is a permanent contract opportunity.
The role can be worked on a full-time basis, with limited opportunity for home working throughout the year.

Your professional experience

  • Ability to identify trends in performance, audit and compliance data, using this to make sound recommendations to the business on how to improve user experience.
  • Strong stakeholder management experience with a consistent record of building credible relationships at all levels.
  • Strong negotiation skills, with the ability to influence outcomes and drive decisions.
  • Excellent planning and organisation skills.
  • Exhibit a strategic mind-set. The post holder must be able to demonstrate experience of identifying and influencing continuous improvement opportunities and where they have brought value to a business.
  • Demonstrate an interest in continuous improvement by keeping abreast of market developments and industry standards.
  • Possess excellent communication skills both written and verbal.
  • Understanding of H&S, compliance and environment processes.
  • Demonstrate leadership qualities and ability to motivate and develop others.
Your service line: Internal Services
At Deloitte, we're all about collaboration. And nowhere is this more apparent than among our 2,000-strong internal services team. With our combined specialist skills, we provide all the essential support and advice our client-facing colleagues need, right across the firm. This enables them to focus all of their efforts on delivering the best service possible to their clients. Covering seven distinct areas; Human Resources, Clients & Industries, Finance & Legal, Practice Support Services, Quality & Risk Services, IT Services, and Workplace Services & Real Estate, together we live, breathe and deliver the Deloitte experience.

About Deloitte

Our Purpose & Strategy

To make an impact that matters for our clients, our people and society - defines who we are and what we stand for. Our purpose provides the foundation for our strategy and our aspiration to be the undisputed leader in professional services: this is not about size, it's about being the first choice. The first choice for the largest and most influential clients, and the first choice for the best talent.
What do we do?
Deloitte offers global integrated professional services that include Audit & Assurance, Consulting, Financial Advisory, Legal, Risk Advisory and Tax Consulting. Our approach combines intellectual leadership, industrial expertise, insight, consulting & problem solving capabilities whatever the role, technology revolutions and innovation from multiple disciplines to help our clients excel anywhere in the world.
Beyond the UK: Deloitte North and South Europe
The UK is part of Deloitte North and South Europe (NSE), the second largest member firm in the Deloitte network. Deloitte NSE combines operations in Belgium, Greece, Ireland, Italy, Malta, the Netherlands, the Nordics (Denmark, Finland, Iceland, Norway and Sweden), Switzerland and the UK. Deloitte NSE brings together 2,500 partners and over 40,000 people, combining our unmatched breadth and depth of capabilities in audit and assurance, consulting, financial advisory, risk advisory, and tax and legal across the region. Being part of Deloitte NSE supports our aspiration to be the undisputed leader in professional services and will create more opportunity and growth for our people.
What do we value?
At Deloitte we foster a collaborative culture where talented individuals can produce their best work. We value innovative thinking, diverse insights and a genuinely distinctive level of customer service. We value difference, with respect at the heart of our inclusive culture, and we support agile working arrangements. Hear from some of our people already working at Deloitte in agile ways . We are proud to have earnt a Top 10 place on the 2018 list of Top 30 Employers for Working Families for the eighth consecutive year, and to have been listed in The Times Top 50 Employers for Women for each of the last four years.
Being a Leader at Deloitte
Cultural fit and purpose-led leadership is crucial for Deloitte. Our leaders always set the example and inspire their colleagues. They make quality time for people and take an interest in them. They know what matters to people - both inside and outside work - and value them as individuals; always finding opportunities to develop them while showing respect and appreciation.
We expect colleagues at all levels to embrace and live our purpose and our leadership culture by challenging themselves to identify issues that are most important for our clients, our people, and for society and make an impact that matters. We know leadership comes in all shapes and sizes, but our Leadership Charter helps all of our people understand what we're looking for:
  • We live our purpose: we act as a role model, embracing and living our purpose and values, and recognising others for the impact they make
  • We develop talent: we develop high-performing people and teams through challenging and meaningful opportunities
  • We drive performance: we deliver exceptional client service; maximise results and drive high performance from people while fostering collaboration across businesses and borders
  • We believe positive influence can make an impact that matters: we influence clients, teams, and individuals positively, leading by example and establishing confident relationships with increasingly senior people
  • We move, together, towards a strategic direction: we understand key objectives for clients and Deloitte, aligning people to objectives and setting priorities and direction.

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Requisition code: 171287

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