Manager, KPI and People Effectiveness Lead

The Manager, KPI and People Effectiveness Lead is responsible for developing, managing and improving the organisation’s service-performance framework.

This role ensures that operational, customer, commercial and compliance KPIs are accurately measured, clearly reported and effectively used to drive continuous improvement across the business.

• Develop and manage an end-to-end KPI framework for service operations.
• Define KPI formulas, targets, tolerances, data sources, ownership and reporting frequency.
• Build automated dashboards and reports for management and operational teams.
• Monitor daily, weekly and monthly performance against agreed targets and SLAs.
• Analyse the root causes of underperformance and recommend corrective actions.
• Lead regular performance-review meetings and document agreed actions.
• Partner with operational managers to improve customer experience, productivity, quality and profitability.
• Maintain high standards of reporting accuracy, data integrity and version control.
• Provide management with concise insights, forecasts, risks and opportunities.
• Support client reporting, contract performance reviews, tender submissions and business-planning processes.
• Train managers and team leaders on KPI interpretation, dashboard use and data-led coaching.
• Lead continuous-improvement initiatives and quantify their operational or financial impact.
• Reporting is delivered on time and with minimal data errors.
• Improved attainment of SLA, quality, productivity and customer-experience targets.
• Reduced manual reporting workload through automation.
• Faster identification and resolution of performance issues.
• Clear action ownership and timely closure of performance-improvement plans.
• Measurable operational gains, such as lower backlog, better conversion, higher utilisation or reduced service costs.

Required Skills and Experience

Essential

• Experience in performance management, service operations, business analysis, reporting or operational excellence.
• Strong capability in Microsoft Excel, including pivot tables, advanced formulas, Power Query and data validation.
• Dashboarding experience using Power BI, Tableau, Looker Studio or a comparable reporting tool.
• Familiarity with CRM, call-centre, ticketing, workflow, workforce-management or finance systems.
• Strong analytical and problem-solving skills, including variance and root-cause analysis.
• Ability to present data clearly to senior leaders and operational teams.
• Experience working with SLAs, service-delivery targets, quality standards and customer-experience metrics.
• Excellent stakeholder-management and communication skills.
• High attention to detail, confidentiality and data accuracy.