Performance Excellence Manager

About Sodexo

Sodexo is a global leader in the services industry, employing over 400,000 individuals worldwide, with a significant presence in Australia. Our hospitality professionals are crucial to maintaining the safety, comfort, and well-being of residents at our various sites. Working at Sodexo offers more than just a job; it's an opportunity to contribute to a larger purpose, as we believe our daily actions have a profound impact.

Job Description

The Performance Excellence Manager (PEM) is responsible for driving performance enhancements and mitigating risks associated with underperformance across the IFMS Portfolio. This role focuses on contract quality, Key Performance Indicators (KPIs), goals, service levels, and commitments. The PEM will offer specialized review, guidance, and practical support to the IFMS Sodexo management team at all levels. Reporting to the PE Manager, Australia, this position requires a deep understanding of IFMS contract performance requirements to develop operational and tactical improvement plans, aligning with Sodexo's strategic objectives. While not taking direct performance accountability from business managers, the PEM will manage performance improvement initiatives and escalate deviations through an established operational excellence framework. The core objective is to maximize incentive returns for Sodexo by enhancing and sustaining IFMS contract performance through the application of operational excellence techniques, including strategic review, process design, capability development, and continuous improvement.

Responsibilities

• Achieve RTIO Incentive Payments for Sodexo.
• Lead the analysis, definition, design, revision, and implementation of existing and new business processes aimed at performance improvement.
• Develop and execute Performance Improvement Plans, including scaling successful strategies across boundaries, creating remediation plans with stakeholders for underperformance, and monitoring adherence to these plans.
• Enhance and manage agreed-upon performance metrics across the IFMS Portfolio, such as Service Level Agreements, KPIs, Service Quality, Performance Indicators, Goals, Action Plans, Audit Schedules, Service Requests, and Feedback.
• Ensure all stakeholders clearly understand performance requirements, including thresholds and intervals.
• Ensure all stakeholders clearly understand actual performance against thresholds and intervals.
• Utilize and manage tools and methods for sustained performance, including audits and auditing tools (e.g., Mobile MVA), dashboards (e.g., Power BI), visual aids (e.g., Visual Standards/Standard Work), process mapping, problem-solving techniques (e.g., Pareto, Fishbone, 5 Whys), action planning (e.g., project plans), workshops, and pre-start meetings.
• Design and facilitate stakeholder discussions, workshops, meetings, and reviews to optimize performance and risk management.
• Lead performance-related discussions in team meetings at all organizational levels.
• Champion continuous improvement initiatives throughout the organization.
• Develop capabilities for sustainable performance management.
• Optimize processes to maximize overall performance outcomes.
• Ensure strategic alignment and direction are maintained.
• Address instances of underperformance among team members and stakeholders.
• Manage threshold and interval controls, ensure compliance, and report/escalate any deviations.
• Develop and enhance team performance to ensure effective service delivery.

Knowledge & Skills

• Possess strong analytical and problem-solving capabilities.
• Skilled in analyzing and synthesizing large volumes of data to produce meaningful and accurate reports.
• Adept at communicating performance overviews clearly and effectively through various channels.
• Expertise in identifying key business performance drivers and establishing benchmarks for assessment and management.
• Proficient in understanding contract KPIs and developing solutions for performance replication or remediation.
• Advanced proficiency in Microsoft Excel.
• Familiarity with dashboard tools and SharePoint.
• Experience with MVA and Power BI is advantageous.

Core Competencies

• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Optimises Work Processes: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Business Insight: Applies knowledge of the business and marketplace to advance the organization's goals.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Drives Results: Consistently achieves results, even under tough circumstances.
• Resourcefulness: Secures and deploys resources effectively and efficiently.
• Nimble Learning: Learns through experimentation when tackling new problems, using both successes and failures as learning fodder.

Qualifications

• Degree qualification in Supply Chain Management or Business is advantageous.
• LEAN or Six Sigma qualification/certification is advantageous.
• Previous experience in quality management systems (e.g., ISO 9001).
• Previous experience in continuous improvement or performance improvement initiatives.
• Demonstrated experience in business performance improvement, particularly with KPIs.
• Experience in remote site facilities management is preferred.

Additional Information

Why Join Sodexo?

• Receive competitive pay and enjoy job security within an essential services industry.
• Benefit from access to over 100 retail discounts and multiple salary packaging options.
• Experience great teamwork and work alongside a supportive group of colleagues.
• Access opportunities for training and career advancement within Sodexo.

Application Process:

To apply, please submit your resume detailing your relevant experience and availability. Shortlisted candidates will be contacted by a recruiter for a phone interview to address any questions and provide further details about the role.