Performance Manager

**Main purpose of the job**

**The incumbent will be responsible for planning and implementing the organisation’s performance management framework that enables the department to demonstrate continuous improvement and drive a culture of high performance. She/he oversees and manages all activities related to the performance management cycle and manages all communication, sensitization and monitoring of the process to ensure its effectiveness and relevance to the organisation’s needs.**

**Performance Management Planning**
- Work closely with the HR department and management of the organisation to establish a clear job descriptions and role expectations of each employee's role.
- Execute and monitor Performance Management to enable employees and teams understanding of the goals of the department and organisation, and to identify how individual and team outputs contribute to the achievement of the organisation’s objectives.
- Execute the objective setting process including target setting and ensure continuous monitoring.
- Identifying, reporting, and resolving workplace or personal barriers to performance.
- Identifying training needs for employees to ensure that they are adequately equipped to perform their jobs effectively.
- Work in liaison with key stakeholders e.g., Operations, Claims, Finance, Marketing and Human Resources Business Partners to establish and support the link between strategic business objectives and people’s day-to-day actions and tasks by implementing a process for tracking progression from objective setting, monthly Pitstops, mid-year reviews and end of year evaluations to support individual, team and organizational performance.
- Oversee the implementation of key performance measures, core competencies and core.
- Contribute to the design, implementation and effective use of 360-degree feedback process; including the dissemination of individual reports and coordination of development discussions between managers and their staff, including Pitstop conversations.

**Capability Building**
- Design capacity development interventions in collaboration with L&D and coordinate the implementation of learning programs and coaching activities to address areas of development.
- Ensure targeted communication and capacity building programs in the performance management process to enable managers to effectively evaluate and measure individual and team performance and to optimize performance and productivity.
- In liaison with the Learning & Development and Talent Management teams, contribute to the design, implementation and management of effective leadership and employee development and talent management initiatives to address performance gaps related to capacity/knowledge gaps among employees and overall talent sourcing, management, and mobility programs.
- Execute performance training/capacity building for all levels of employees and management within the department to drive for positive and measurable impact on the culture and performance of the organisation.
- Fostering a culture of results, innovation, and quality assurance within the organisation.

**Performance Monitoring**
- Coaching, mentoring, and counselling of new trainees within probation period.
- Monitor performance achievements/ target achievement during probation period and the achievement of target.
- Identify poor work performers and initiate regular Pitstops to improve performance.
- Conduct call evaluations with all new employees, to embed product knowledge and sales training.
- Conduct calibration sessions with employees and managers regarding QA feedback and areas for improvement.
- Provide and track productivity levels using dashboard to allow for constructive feedback and ultimately reduce poor quality and improve on conversion ratios.
- Identify areas of excellence for growth/ promotion opportunities to increase sales, commission, collection and reduce cancellations.
- Develop and manage all performance reporting using data and analytics to track, monitor and show progress towards achievement of objectives and targets.

**Work collaboratively**
- Build a culture of respect and understanding across the organisation
- Recognise outcomes which resulted from effective collaboration between teams
- Build cooperation and overcome barriers to information sharing, communication and collaboration across the organisation
- Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

**Self-Management**
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Plan and prioritise, demonstrating abilities to manage competing demands
- Demonstrate abilities to anticipate and manage change
- Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

**Minimum Academic, Professional Qualifications & Experience required for this position**
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