Global Performance and Improvement Manager

As the Global Performance and Improvement Manager, you will lead a team to ensure efficient service provision on defined contracts, meeting all contractual obligations. You will build and maintain strong customer relationships, acting as the primary point of contact. Your role involves overseeing service delivery, managing sub-contracts, and ensuring accurate, timely reporting. You will collaborate with internal departments to develop business improvement solutions, including device defect resolution, improvement initiatives, and new device solutions, exercising decision-making authority under limited supervision.

Must Have

• Lead and maintain strong customer relationships daily
• Drive delivery of contractual obligations and report performance
• Collaborate with teams to manage SLAs and KPIs
• Manage financial performance of assigned contracts
• Identify opportunities to reduce operating costs and generate revenue
• Implement process improvements for Customer Service organization
• Act as primary customer contact for all matters, escalating issues as needed
• Develop end-of-life estimates, impact statements, maintenance, and recovery plans
• Support marketing and bids as required
• Lead customer discussions on potential contractual changes
• Prepare and distribute detailed technical and performance reports
• Undertake contract-level performance management resolution
• Plan and deliver system upgrades and variation orders with project management
• Ensure contractual commitments are achieved within performance and budget
• Represent Cubic as appointed representative when required
• Participate in annual budget requirements for Customer Services
• Develop strong working relationship with Quality and Health & Safety representatives
• Ensure sub-contractors comply with H&S legislation and ISO9001 standards
• Experience in a leading role within contracts management or customer service
• Demonstrated track record of generating business growth
• Detailed knowledge of performance measurement techniques and their application
• Experience interpreting and analyzing large volumes of complex data
• Degree in a relevant discipline or equivalent education/experience

Good to Have

• Experience working in a matrix organization
• Understanding of ISO9001
• ITIL certification
• Project Management qualification/certification or equivalent knowledge

Business Unit:

Cubic Transportation Systems

Company Details:

When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.

We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.

Job Details:

As the Global Performance and Improvement Manager, you will be responsible for leading a team and driving all activities related to the efficient and effective provision of service on defined contracts to meet contractual obligations. You will build and maintain strong customer relationships and act as the primary point of contact for the customer on a day-to-day basis. Your leadership will ensure the oversight of service delivery, including the management of sub-contracts, contract management, and delivery services. You will ensure that all periodical reporting for the contract, inclusive of customer-led audit functions, is complete, accurate, and on schedule. You will collaborate with internal departments to develop and facilitate business improvement solutions that support effective and efficient customer focus, including device defects, device improvement initiatives, and new device solutions. You will work under limited supervision and exercise decision-making authority

Essential Job Duties and Responsibilities:

• Lead and maintain a strong working relationship with the customer(s) and manage this relationship daily
• Drive the delivery of contractual obligations within the parameters of the assigned contract, including the reporting of contract performance and management of customer requirements
• Collaborate with Customer Services, Engineering, and sub-contractors to manage and meet key metrics including Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) which stimulate growth and performance
• Manage the financial performance of the assigned contract
• Identify and promote opportunities to reduce operating costs and generate additional revenue via variation orders in collaboration with internal teams
• Implement process improvements or other changes to enhance the Customer Service organization
• Act as the primary customer point of contact for all matters including technical or performance queries and downtime exemption applications. Escalate or resolve issues as appropriate
• Develop end-of-life estimates, performance impact statements, maintenance, and recovery plans with internal teams
• Support marketing and bids as required
• Lead customer discussions on potential or proposed contractual changes as required
• Prepare and distribute detailed technical and performance reports or statistics as required by internal and external stakeholders. Work with internal analysts to identify trends and insights
• Undertake contract-level performance management resolution. Resolve or escalate as required
• Plan and deliver system upgrades and variation orders with project management and other internal teams where reasonable and appropriate
• Ensure internal and external contractual commitments are achieved within the parameters of performance standards and budgetary constraints
• Represent Cubic as the appointed representative when required
• Participate in the annual budget requirements of the Customer Services Department
• Develop a strong working relationship with assigned Quality and Health & Safety representatives and work collaboratively to ensure contractual and legislative compliance
• Ensure sub-contractors comply with relevant statutory Health & Safety legislation and other relevant regulations
• Ensure sub-contractors carry out work to standards of quality compatible with ISO9001
• Comply with Cubic’s values and adhere to all company policies and procedures, including the code of conduct, quality, security, and occupational health, safety, and environmental policies and procedures
• Perform other duties assigned by the manager from time to time, as may be reasonably required

Minimum Job Requirements

Skills, Knowledge, and Experience

Essential:

• Experience in a leading role within a contracts management or customer service environment
• Ability to demonstrate a track record of generating business growth
• Ability to demonstrate detailed knowledge of performance measurement techniques and their application
• Experience in interpreting and analyzing large volumes of complex data

Desirable:

• Experience working in a matrix organization
• Understanding of ISO9001

Education and Qualifications

Essential:

• Degree in a relevant discipline or equivalent education/experience

Desirable:

• ITIL certification
• Project Management qualification/certification or equivalent knowledge

Personal Qualities

• Self-motivated and able to motivate others
• Able to demonstrate accountability
• Proven target achiever
• Effective influencer, capable of producing high standards of work through cross-functional teams
• Effective delegator and developer of others
• Detail-oriented
• Diplomatic – able to make a matrix organization work to Cubic’s benefit
• Able to manage and prioritize multiple tasks to meet deliverables
• Diplomatic and adaptable, able to build relationships and work effectively with diverse groups
• Flexibility to change and adapt into varying working practices
• Able to work as part of a team

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.