Performance Manager (Acorn 0679)

Job description

About

As a Performance Manager, you will provide overall leadership and management of the contract, ensuring the successful delivery of performance, quality, compliance and participant outcome targets. You will be responsible for contract governance, workforce planning, safeguarding oversight and the effective management of delivery teams and specialist partners.

Acting as the key liaison with commissioning authorities, local authorities and other strategic stakeholders, you will use performance insight, risk management and continuous improvement practices to drive high-quality, person-centred service delivery. Through strong leadership and operational oversight, you will create a culture of accountability, collaboration and excellence, ensuring services deliver meaningful and sustainable outcomes for participants while meeting all contractual and organisational requirements.

Key Responsibilities -

- Contract Management: Take overall responsibility for the successful delivery of the contract, ensuring performance, quality, compliance and customer outcomes are achieved in line with contractual requirements and organisational objectives.

- Team Leadership: Manage and coach delivery team, providing inspiring leadership to a team of employability professionals fostering a positive and dynamic work environment.

- Authority Relationship Management: Act as the primary liaison with the Contracting Authority and key commissioners, maintaining strong relationships and ensuring timely responses to operational, performance and quality requirements.

- Specialist Partner Management: Manage relationships and performance of specialist delivery partners and subcontractors, ensuring services are integrated, effective and delivered in accordance with contractual expectations.

- Performance Monitoring and Reporting: Manage performance expectations by conducting regular performance reviews and observations. Provide ongoing coaching and feedback to support development of team members. Manage underperformance inline with Fedcap’s policies and procedures taking corrective action where necessary to ensure objectives are met.

- Quality Assurance: Ensure the consistent delivery of high-quality services, utilising all resources available whilst adhering to the quality management framework

- Ensure customer service standards are understood and observed by your team to ensure all participants are provided with the same high standard of service that maximises their chances of securing sustainable employment

- Risk Management: Identify and escalate necessary risks related to service delivery, finding solutions to ensure team continuity and success.

- Budget Management: Monitor and manage budgets for team/ Office ensuring efficient use of resources and spend

- Conflict Resolution: Address and resolve any team conflicts or issues in a timely and effective manner.

- Continuous Improvement: Work closely with team/ office to identify areas for improvement in programme delivery and client outcomes, implementing changes to improve efficiency and impact.

- Compliance: Ensure compliance with all relevant regulations, contractual requirements, and health and safety standards, maintaining the organisation’s commitment to accountability and ethical service delivery.

- Ensure customer service standards are embedded and understood and by your team to ensure all participants are provided with the same high standard of service that maximises their chances of securing sustainable employment

- Ad hoc: Any other ad hoc duties in line with delivery program requirements.