CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees and operate in 48 countries.
JOB TITLE: PERFORMANCE MANAGER CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a performance manager to join the team located at University of Hatfield. The main responsibility of this role is ensuring full compliance across the client estate through effective service delivery by internal teams and subcontractors, supporting PPM compliance governance and supply chain management. The role maintains accurate contract and CAFM data, manages change control and contract registers, and leads the contract administration team to deliver all administrative, helpdesk, financial, and contractual obligations, while providing operational and administrative support to the Account Director and Finance & Contract Support Manager.
MAIN DUTIES AND RESPONSIBILITIES • Lead and supervise the contract support and helpdesk team, ensuring delivery of all administrative and contract support activities • Provide daily planned and reactive performance reporting to the Account Director against agreed KPIs • Own and maintain all contract registers, trackers, and compliance documentation, escalating risks and mitigations as required • Produce and issue contractual and governance reports in line with client and CBRE requirements • Support PPM and statutory compliance governance, including supply chain oversight, RAMS review, quote validation, and identification of corrective revenue opportunities • Act as the CAFM and change control lead, ensuring data accuracy, asset updates, and coordination with CBRE stakeholders • Support the asset management programme, holding master data and liaising with engineering and CAFM teams on estate changes • Conduct and support planned audits across the estate, identifying improvement actions and driving resolution • Manage escalations and complaints, acting as an impartial resolution point and supporting contract managers • Oversee WIP, debt, and chargeable works, working closely with finance • Review subcontractor performance and cost data, supporting monthly and annual account reporting • To maintain and update both manual and computer records relating to areas of which CBRE are responsible. • To prepare and issue predefined reports, which form part of the contract and customer requirement • To administer quality management system documentation and ensure compliance • Liaise closely with the site team and head office, ensuring accurate processing of quotations, purchase orders, invoices, time sheets and holiday records. • To undertake the training of staff as and when required. Run regular training gap reports from training tracker. • To enable full auditable trails with, for example but not limited, to invoices, timesheets, material orders and goods received notes. • To be responsible for the commercial support on the contract through to final account. • Run weekly aged debt report’s and liaise with the client to resolve any issues. • Complete month end reports for the finance manager. • Collating the monthly forecasting. • Collate a monthly finance report for clients. • Raise Annual Maintenance PO’s.
PERSON SPECIFICATION • Strong verbal and written communication skills, with the ability to engage effectively with clients and colleagues • Proven experience in performance and compliance management within a Facilities Management or similar environment • Able to manage workload independently, prioritise effectively, and make sound decisions under pressure • Proactive and commercially aware, with the ability to identify risk, efficiencies, and revenue opportunities within contractual frameworks • Demonstrates leadership capability, with a customer focused approach to delivering compliant, high performing services • IT literate, with experience using CAFM systems, reporting tools (e.g. Tableau), and Microsoft Office applications • Organised, detail focused, and results driven, with strong time management and commitment to continuous improvement • Able to work both independently and collaboratively, always maintaining confidentiality and professionalism • Flexible and adaptable, with the ability to respond to changing priorities and work outside core hours when required
