CONTRACT PERFORMANCE MANAGER
To achieve the department objectives in line with the corporate strategy and vision for which the job holder is directly responsible and continuously improves performance. The Performance Manager will report to the Contract Director. The Performance Manager is responsible for providing oversight, direction, management and leadership of all performance management issues for the Thames Water, wastewater network in the South London Region. They are to ensure that all KPI’s, SLA’s Internal and External targets are monitored daily and reported as directed, to achieve the Contract objectives in line with the corporate strategy and contract vision and ensure continuously improving performance. They will also act as the Innovations focal point and ensure that the contract satisfies KPI/SPI obligations.
Principal Accountabilities / Objectives:
Leading and managing Performance delivery for the contract
Ensuring activities are carried out in line with the management framework procedures and compliance with statutory and legislative requirements and delivery of contract targets.
Inspiring the contract through the provision of a stimulating and challenging environment that recognises achievements, promotes effective communications and develops individuals to achieve their maximum level of performance.
Ensure the timely classification of all sewerage incidents in accordance with Key Performance Indicators (KPI) and Service Performance Indicators (SPI), OFWAT and client reporting requirements.
Provide the operational link with the Civils and Reactive teams to provide timely accurate feedback regarding Performance issues.
Produce all KPI/SPI performance reports relating to the contract.
Monitoring Franchisee, Direct Labour and Sub-Contractor performance, logging and progressing any performance issues.
Ensuring that performance communications and understanding between network teams and direct labour or sub-contractors is undertaken and that teams fully understand the influence that their performance has on other parts of the contract.
Conduct weekly and monthly operational management meetings with client and attend monthly contract management & performance meetings.
Conduct 4 monthly gang or site management inspections 2 Targeted and 2 general per month.
Manage contract delivery of Health & Safety to maintain RIDDORS and SHEQ incidents below KPI and SPI delivering Metro Rod Zero Harm target.
Adhere to and help to develop our Performance delivery policy understanding and satisfying contract requirements and exceeding their expectations
Responsible for the on-going review, management and implementation of performance processes across the contract.
Review and action on any reoccurring issues or failures using the appropriate channels.
Provide staff training to meet current business needs and future requirements.
Support team to deliver key business objectives.
Compliance with the company’s policies and procedures, ensuring all customers are dealt with consistently and fairly.
Monitor all KPI/SPI failures and performance deliveries highlighting areas of concern to Operations managers and contract director where necessary.
Produce all KPI/SPI performance reports relating to the contract.
Ensure team process FMO rejections within stipulated timeframes, analysing reasons for rejection, monitoring volume of rejections and validating data received from contractors. Highlighting areas for improvement, where required.
Analyse feedback received on customer questionnaires, highlighting areas of concern to Franchisee, Direct Labour and Sub-Contractor.
Provide weekly and monthly statistical information relating to Contract performance in customer related areas.
To carry out any other duties as required, meeting the needs of the business.
Reference To Other Documents:
Key Performance Indicators
Deliver against contract KPI’s/SPI’s as required.
Achievement of partnership objectives and targets.
On time delivery.
Customer care and Satisfaction.
H & S targets.
Obtaining up to date budget and scheme information.
Production of customer care and performance improvement plan.
Monthly & Weekly updates.
Production of management information.
Keep extranet information up to date.
A proven manager with extensive experience and ability to demonstrate a track record of achieving challenging targets.
Experience gained through thorough understanding of waste water service delivery and highly competent in terms of leading management and performance teams
Able to demonstrate a commercial approach to cost efficiency and performance, driving improvements to deliver key performance enhancements.
An ability to ‘think outside the box’ but also able to ensure effective day to day delivery of services.
Knowledge, experience, and understanding of contract administration
An excellent understanding of performance management delivery and innovation to improve contract output.
The ability to develop positive working relationships and to be seen as a highly credible senior representative of the business.
Must have experience of delivering within a customer focused environment.
Must hold valid EC driving licence.
Knowledge of Microsoft office applications as required.
Responsibility of giving toolbox talks and presentation as and when the role requires.
Achievement Motivation - The drive and energy to produce excellent results and to continually find ways of improving relationships, outputs and processes.
Communication skills – The drive and ability to exchange appropriate information with relevant people at the right time. The desire and skills to seek first to understand as well as to be understood. To be as open as confidentiality allows.
Corporate Representation - The enthusiasm and ability to lead by example and to project a positive and professional image of Metro Rod and all other stakeholders at all times.
Influencing Skills - The ability to make a clear, persuasive presentation of ideas or facts, verbally or in writing. The ability to convince others, to gain agreement or acceptance of proposals or views.
Judgement - The ability to evaluate people and situations and to reach logical decisions using an unbiased, common sense approach
Leadership – The ability to understand the business needs, To translate these into a shared purpose, strategy and objectives. Motivating and inspiring others to work towards a common goal. The ability to gain the respect and commitment of others.
Ownership and reliability – The readiness to take responsibility for projects or issues and to be accountable for their timely delivery and quality. The capacity and motivation to fulfil consistently any undertakings made. The habit of never letting people down or promising what can't be done.
Resource / Project Management – The ability to establish an appropriate course of action, either for oneself or for others, and to manage all resources (to include people, budgets, contracts, systems and processes) effectively, in order to achieve our objectives.
Teamwork – The belief in the value of synergy, the drive and ability to work with others to achieve a common goal in an optimally effective way
Have knowledge and experience of Noticing, NRSWA and lane rental processes and procedures.
Have experience working either within or with a local authority, Local Government, Government or a regulated industry.
An Understanding of Franchisee models and operations.
Experience working with Franchisees.
Job Reference: WSG805
Email CV to firstname.lastname@example.org
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Please Note: Agency applications will not be accepted.