Manager - Performance Excellence
Skills
About This Role
Performance Excellence Leadership & Governance
Lead the Performance Excellence function for Sales & Leasing as a core pillar of the central governance and enablement model.
Establish and maintain Sales & Leasing performance assurance frameworks, methodologies and controls.
Act as the primary authority for Sales & Leasing performance governance, assurance and control activities.
Quality Assurance / Quality Control (QA / QC):
Design, implement and govern Sales & Leasing QA / QC frameworks, including audits, evaluations, calibrations and scoring methodologies.
Ensure consistent application of QA / QC standards across Sales & Leasing channels, asset classes and delivery models.
Review quality outcomes to identify systemic risks and performance gaps.
Mystery Shopper Program Governance
Own and govern the Sales & Leasing Mystery Shopper program as an independent performance validation mechanism.
Define scenarios, evaluation criteria, scoring models and reporting standards aligned with Sales & Leasing journeys and SOPs.
Ensure mystery shopper findings are integrated into performance diagnostics and improvement planning.br>
Performance Monitoring & Diagnostics
Oversee Sales & Leasing performance monitoring in collaboration with the Business Intelligence function.
Analyze QA / QC results, mystery shopper outcomes, KPIs, and VoC inputs to identify performance issues, risk areas, and control gaps.
Prepare structured performance diagnostic reports and insights for leadership review. br>
Root Cause Analysis (RCA) & CAPA
Establish and govern structured Root Cause Analysis (RCA) methodologies for Sales & Leasing performance issues.
Lead RCA activities to diagnose underlying causes of performance gaps, non-compliance, or quality failures.
requirements
and formally hand off improvement actions to the Continuous Improvement function.
Interface with Continuous Improvement
Provide clear, evidence-based improvement requirements to the Continuous Improvement function based on RCA outcomes.
Validate the effectiveness of implemented improvements through post-implementation performance assurance and re-validation.
Stakeholder Management & Collaboration
Partner closely with Sales & Leasing Operations, CX, CRM, Digital, Training, BI and VoC teams to ensure alignment between standards, performance expectations and execution.
Act as the escalation point for Sales & Leasing performance, quality and compliance risks.br>
Team Leadership & Development
Lead and develop the Performance Excellence team, including analysts, ensuring capability, accountability and consistent delivery.
Set priorities, allocate resources and ensure timely delivery of assurance and improvement activities.
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