Performance and Admin Manager

JLL empowers you to shape a brighter way .   Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.    The Performance and Admin Manager is responsible for driving operational performance, reporting excellence and administrative compliance across the Cognizant account. This role ensures that facilities management and workplace services are delivered in line with contractual obligations, client expectations and JLL quality standards. Working closely with the Account Director, on-account functional leads and key client stakeholders, this role serves as the central point of accountability for performance reporting, contract governance, quality assurance and team administration. The right individual will be comfortable in a fast-paced environment and at ease with challenging the status quo in pursuit of higher standards.

Performance Reporting & Contract Management Develop and deliver key contractual reports including Monthly Management Reports, Quarterly Business Reviews and annual performance summaries in line with the agreed governance framework. Ensure the contract is translated into meaningful performance matrices including CPIs, KPIs and SLAs for ongoing measurement and tracking. Review monthly and quarterly business performance data for accuracy, completeness and alignment with Master Service Agreement (MSA) obligations. Track and update action plans to address performance gaps and ensure adherence to contractual obligations. Act as point of contact for MSA-related enquiries from client, country and regional teams to minimise risk and ensure consistent understanding. Deliver ad-hoc reports as required by the Account Director and senior leadership. Quality Assurance & Data Governance Develop and implement procedures and performance measures to ensure simplification, accuracy and reliability of work methods. Maintain governance of SharePoint trackers and document repositories to ensure data integrity and relevancy. Ensure all non-compliances are recorded, reported and actioned in a timely manner. Perform data integrity gap analyses and ensure controls are in place across key operational applications. Oversee QMS documentation including Standard Operating Procedures (SOPs) and other procedural documents. Administration & Office Management Oversee day-to-day administrative operations for the Cognizant account, ensuring efficient and consistent support to the account team. Manage onboarding and offboarding processes for account personnel and contingent workers, ensuring full compliance with JLL and client requirements. Maintain accurate records, filing systems and document control processes in line with JLL and client data governance standards. Coordinate procurement of office supplies, services and facilities as required, ensuring value for money and compliance with procurement policy. Manage meeting schedules, logistics and coordination for key governance forums including client meetings, QBRs and internal reviews. Stakeholder & Client Relationship Management Proactively develop and manage relationships with client stakeholders, ensuring expected service levels are consistently achieved. Serve as a key point of contact for performance, reporting and administrative matters on the account. Liaise with on-account teams, central JLL functions and client representatives to gather data requirements and resolve issues promptly. Keep account leadership appraised of performance trends, compliance matters and operational updates. Risk &