1. Purpose of the Role
The Performance & Delivery Specialist is responsible for elevating productivity, consistency, and operational efficiency across the Sales teams and the Central Support functions.
The role ensures that teams follow best-practice recruitment processes, maintain high output standards, and are equipped with the skills and knowledge required to excel. This role supports managers with performance insights and capability development but does not hold line-management accountability.
A major focus is building strong onboarding pathways and capability assessments to reduce downstream performance issues. This role is not just about reporting on performance; it’s about truly understanding it. We are looking for someone who can dive into the data, identify efficiency gaps, and translate that into meaningful insights that drive improvement
2. Key Responsibilities
1. Performance Support & Optimisation
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Support Sales and Support Managers in monitoring performance and output (but do not own performance management decisions).
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Analyse productivity, KPIs, and workflow data to identify performance gaps or inefficiencies.
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Provide managers with clear data driven insights and recommended actions based on data.
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Participate in performance discussions to offer coaching and development perspectives.
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Promote consistent use of KPIs, metrics, and structured performance frameworks.
2. Support Function Enablement
Focused initially on strengthening delivery within:
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Central Resourcing
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Central Registrations
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Finance
Responsibilities:
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Improve output quality, efficiency, and workflow discipline across all of these support teams.
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Provide weekly/monthly/quarterly performance reports, and insights.
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Provide skills coaching, process training, and guidance on best-practice execution.
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Strengthen collaboration and workflow interactions between Sales and Support teams.
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Ensure support teams are working to defined SLAs and process expectations, without taking on HR ownership.
Improve output of these portal booking teams, ensuring maximising use of Panther Software capabilities.
3. Training, Coaching & Development
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Deliver structured training and refresher sessions across Sales and Support teams.
•
Build and maintain training materials, SOPs, delivery playbooks, and competency frameworks.
•
Design and implement process-knowledge assessments, including multiple-choice quizzes, practical process tests, and system-knowledge checks.
•
Create structured New Starter Pathways for Sales and Support teams, ensuring early capability-building to reduce the need for later performance reviews.
•
Embed (review) a consistent onboarding curriculum including systems, processes, compliance, communication standards, and workflow expectations.
•
Provide targeted coaching based on assessment results, performance data, or observed gaps.
•
Ensure training materials are updated as systems, tools, or processes evolve.
4. Delivery and Process Excellence
•
Evaluate and improve end-to-end recruitment, registration, and compliance workflows.
•
Identify bottlenecks affecting fulfilment, speed, candidate movement, or clearance times.
•
Strengthen operational consistency across all front-office functions.
•
Support teams in using systems correctly (ATS/CRM (Panther Software), telecoms, LMS, compliance platforms).
•
Partner with managers to reinforce adherence to processes and quality standards.
5. Data, Reporting & Insights
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Develop and improve performance reports across Sales, and support teams.
•
Track activity levels, conversion rates, productivity metrics, turnaround times, and SLA adherence.
•
Analyse trends and deliver actionable recommendations to leadership.
•
Maintain visibility of new-starter progress through structured assessments and output.
•
Present weekly/monthly/quarterly insights to leadership and managers
6. Communication, Culture & Engagement
•
Drive a culture of continuous improvement, accountability, and delivery excellence.
•
Produce communications such as training updates, performance summaries, and development newsletters.
•
Work closely with managers to embed high-performance behaviours, capability development, and consistent standards.
•
Act as a central reference point for performance-related insights across the business.
Improve output of these portal booking teams, ensuring maximising use of Panther Software capabilities.
3. Training, Coaching & Development
•
Deliver structured training and refresher sessions across Sales and Support teams.
•
Build and maintain training materials, SOPs, delivery playbooks, and competency frameworks.
•
Design and implement process-knowledge assessments, including multiple-choice quizzes, practical process tests, and system-knowledge checks.
•
Create structured New Starter Pathways for Sales and Support teams, ensuring early capability-building to reduce the need for later performance reviews.
•
Embed (review) a consistent onboarding curriculum including systems, processes, compliance, communication standards, and workflow expectations.
•
Provide targeted coaching based on assessment results, performance data, or observed gaps.
•
Ensure training materials are updated as systems, tools, or processes evolve.
4. Delivery and Process Excellence
•
Evaluate and improve end-to-end recruitment, registration, and compliance workflows.
•
Identify bottlenecks affecting fulfilment, speed, candidate movement, or clearance times.
•
Strengthen operational consistency across all front-office functions.
•
Support teams in using systems correctly (ATS/CRM (Panther Software), telecoms, LMS, compliance platforms).
•
Partner with managers to reinforce adherence to processes and quality standards.
5. Data, Reporting & Insights
•
Develop and improve performance reports across Sales, and support teams.
•
Track activity levels, conversion rates, productivity metrics, turnaround times, and SLA adherence.
•
Analyse trends and deliver actionable recommendations to leadership.
•
Maintain visibility of new-starter progress through structured assessments and output.
•
Present weekly/monthly/quarterly insights to leadership and managers
6. Communication, Culture & Engagement
•
Drive a culture of continuous improvement, accountability, and delivery excellence.
•
Produce communications such as training updates, performance summaries, and development newsletters.
•
Work closely with managers to embed high-performance behaviours, capability development, and consistent standards.
•
Act as a central reference point for performance-related insights across the business.
Improve output of these portal booking teams, ensuring maximising use of Panther Software capabilities.
3. Training, Coaching & Development
•
Deliver structured training and refresher sessions across Sales and Support teams.
•
Build and maintain training materials, SOPs, delivery playbooks, and competency frameworks.
•
Design and implement process-knowledge assessments, including multiple-choice quizzes, practical process tests, and system-knowledge checks.
•
Create structured New Starter Pathways for Sales and Support teams, ensuring early capability-building to reduce the need for later performance reviews.
•
Embed (review) a consistent onboarding curriculum including systems, processes, compliance, communication standards, and workflow expectations.
•
Provide targeted coaching based on assessment results, performance data, or observed gaps.
•
Ensure training materials are updated as systems, tools, or processes evolve.
4. Delivery and Process Excellence
•
Evaluate and improve end-to-end recruitment, registration, and compliance workflows.
•
Identify bottlenecks affecting fulfilment, speed, candidate movement, or clearance times.
•
Strengthen operational consistency across all front-office functions.
•
Support teams in using systems correctly (ATS/CRM (Panther Software), telecoms, LMS, compliance platforms).
•
Partner with managers to reinforce adherence to processes and quality standards.
5. Data, Reporting & Insights
•
Develop and improve performance reports across Sales, and support teams.
•
Track activity levels, conversion rates, productivity metrics, turnaround times, and SLA adherence.
•
Analyse trends and deliver actionable recommendations to leadership.
•
Maintain visibility of new-starter progress through structured assessments and output.
•
Present weekly/monthly/quarterly insights to leadership and managers
6. Communication, Culture & Engagement
•
Drive a culture of continuous improvement, accountability, and delivery excellence.
•
Produce communications such as training updates, performance summaries, and development newsletters.
•
Work closely with managers to embed high-performance behaviours, capability development, and consistent standards.
•
Act as a central reference point for performance-related insights across the business.