Account Performance Manager at ISS Denmark

Do you want to drive performance and create attractive workplaces for our client's employees across the country? Do you have experience in managing projects in relations to operational performance or “end users’ journey" and workplace experiences? Then we might have the job for you! 

We are looking for a passionate Account Performance Manager for a central and important role at one of our large clients in the banking industry. You will report to the Key Account Director and be part of the accounts Danish Leadership Team. 
Your primary objective will be to ensure outstanding operational performance and end-user satisfaction across all of our client's ISS sites in Denmark. As our Account Performance Manager, you will play a central role in aligning and driving performance and end-user satisfaction across the contract, collaborating closely with colleagues in the Leadership team. In your daily responsibilities, you will work closely with the Key Account Director and the Account Development Manager.  

At the same time, you will be the direct manager to our Service Desk Team, who are the first line support to the clients’ employees. 

We expect that your key tasks and responsibilities will be:

• Responsible for proactively tracking KPI performance to be reported in governance meetings. Ensure alignment and understanding of KPI’s across the contract. Perform ad-hoc trend analysis of KPI Performance and facilitate improvements where necessary.
• Facilitate improvements and follow ups on Operational Performance and Operating Fundamentals (Hours and Resource management, Holliday Planning, Subcontractor Management etc.)
• Responsible for the UES process in close collaboration with site and area managers. Ensures maximum visibility to end users regarding surveys and results.
• Developing the annual wheel for events, and ensures alignment, planning and progress regarding individual events at local sites in close collaborations with site and area managers.
• Facilitating alignment, documentation, and optimization of processes across the contract and ensuring that risk and compliance processes and measures are adhered to.  
• Ensure that the FMS system is optimally configured and that processes are efficient and well-documented. 
• Managing the Service Desk and dispatching function, ensuring high performance and well-being of the team.

Your background

Excellent service is part of your DNA, and you are passionate about creating moments to drive positive, inclusive, and memorable workplace experiences. 
You hold a bachelor’s degree or equivalent standard in business development or management field, and experience with customer relations. 

Furthermore you;

• Have in-depth commercial understanding.
• Have experience with performance measurement and optimization of processes. 
• Have experience with or interest in people management.
• Demonstrate analytical skills and are good with numbers and calculations.
• Have a high drive and energy level and thrive in a busy environment.
• Are working independently and have Excellent people management and cooperation skills.
• Are confident in communicating in Danish and English both verbally and in writing. 

We offer 

We offer you an exciting job in one of Denmark's largest companies, where there are good opportunities for professional and personal development - and to learn from talented and ambitious colleagues who are happy to come forward for sparring and professional discussions.
In addition, you will be part of a company where it should be fun to go to work and where a good mood and a funny comment are welcome, but where we also take pride in delivering a professional and good effort as well as high-quality solutions. 

ISS is a service company, and we want to make a personal effort towards our customers. It is therefore important that you are willing to make a difference for our customers. Good service also creates greater job satisfaction and motivation in everyday life. If you become our new colleague, you will become part of a responsible company that is constantly developing and that focuses on people.

We are looking forward to receiving your application

Please send your motivated application and CV no later than May 26th, 2024, by clicking the link above. 
If you have any questions, please do not hesitate to contact P&C Business Partner Mette Julie Lindhardtsen, by email: [email protected] or by phone: +45 53 55 53 20. 

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