JOB PURPOSE
The Performance Management Lead is responsible for overseeing all aspects of the performance management system for the facility management project at the Kingdom's Airport Authority (KAIA) Aerodrome. This role will ensure your team meets the agreed-upon Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) as outlined in the contract with the Client (Contracting Authority). Additionally, the role will manage any penalties incurred due to non-compliance.
DUTIES & RESPONSIBILITES
• Performance Measurement and Reporting
o Develop and implement a comprehensive performance management system aligned with the contract's requirements.
o Design and maintain KPIs and SLAs to measure the effectiveness of your team's service delivery across various areas.
o Collect, analyze, and interpret performance data from various sources (self-reported, audits, field studies).
o Generate monthly reports summarizing performance against targets, identifying trends, and highlighting areas for improvement.
o Prepare for and participate in performance review meetings with the Client (Contracting Authority), presenting data, evidence, and justification.
• Compliance Management
o Monitor adherence to SLAs and KPIs, identifying instances of non-compliance.
o Investigate reasons for non-compliance and develop root cause analyses.
o Recommend and implement corrective actions to address performance issues and prevent recurrence.
o Manage the application of penalties as per the contract in case of non-compliance.
• Continuous Improvement
o Analyze performance data to identify opportunities for improvement in your team's service delivery.
o Lead the development and implementation of Service Improvement Plans (SIPs) with a focus on achieving "Good performance" in future periods.
o Work collaboratively with other departments to ensure optimal resource allocation for achieving performance targets.
o Recommend revisions to KPIs/SLAs based on performance data and changing business needs, negotiating with the Client (Contracting Authority).
• Data Management and Reporting
o Ensure accurate and timely data collection for performance measurement.
o Develop and maintain robust data management systems for performance information.
o Generate reports tailored for different audiences (internal teams, Client [Contracting Authority]), ensuring clarity and ease of understanding.
• Collaboration and Communication
o Maintain open communication with your team to ensure aligned efforts towards achieving performance targets.
o Liaise effectively with the Client (Contracting Authority), addressing concerns and providing updates on performance metrics.
Skills
QUALIFICATIONS & CERTIFICATIONS
• Bachelor’s degree in business administration, Engineering, or a related field (preferred).
• Minimum 5 years of experience in performance management, preferably within the facilities management or aviation industry.
• Demonstrated knowledge and experience with developing, implementing, and managing KPIs and SLAs.
• Strong analytical and problem-solving skills with the ability to identify root causes of performance issues.
• Excellent communication and interpersonal skills to effectively collaborate with diverse stakeholders.
• Proficient in Microsoft Office Suite and data analysis tools (preferred).
EXPERIENCE
• Experience working in a performance-driven environment with clearly defined targets.
• Experience in preparing and delivering comprehensive performance reports.
• Experience in developing and implementing corrective action plans.
• Experience in managing and analyzing large datasets.
• Experience working collaboratively in a team environment.
