Manager, Management

Position: Performance Manager
Job Title:

Performance Manager

Location:

Remote
Salary: £40,000 - £46,000

Our client is seeking a Performance Manager to take accountability for the operational performance of apprenticeship programmes, ensuring strong learner progress, retention, achievement readiness, and a high-quality learner and employer experience. The successful candidate will provide direct performance oversight through disciplined governance, data-led intervention, and consistent delivery standards.

The Performance Manager will directly line manage tutors, driving performance against operational, quality, compliance, and funding KPIs. Working closely with the Service Operations Manager, our client requires the successful candidate to ensure service levels, communication standards, and service recovery activity remain consistent and support positive learner outcomes.

Key Performance Indicators:

* Learner and employer experience within organisational thresholds

* QAR / achievement within organisational thresholds

* Retention within organisational thresholds

* Breaks in Learning (BIL) within organisational thresholds

* Out of Funding (OOF) within organisational thresholds

* Clawback exposure minimised through timely interventions and compliant execution

* Learner risk (RAG) routinely reviewed, evidenced, and improving over time

Key Responsibilities:

Tutor Leadership and Performance Management

* Directly line manage tutors, setting clear expectations and holding accountability for delivery quality, learner progress, and timely achievement readiness.

* Lead a consistent weekly and monthly performance cadence, ensuring priorities, risks, and actions are clearly visible, owned, and delivered.

* Coach and develop tutors to deliver a consistent learner journey, including progress reviews, OTJ planning, evidence requirements, and professional employer communication.

Programme Performance and Learner Outcomes

* Take ownership of programme performance across key KPIs, using data to identify risks early and implement timely interventions to protect retention, progress, and achievement.

* Maintain robust oversight of learner risk and interventions, ensuring actions are timely, evidenced, and effective.

* Drive achievement planning and execution, ensuring learners are prepared early and operational bottlenecks are proactively addressed.

Capacity Planning and Operational Control

* Lead capacity and caseload planning, ensuring tutor occupancy, workload distribution, and caseloads remain within agreed tolerances and aligned to pipeline requirements.

* Forecast demand and resource requirements, escalating staffing needs with clear supporting evidence where necessary.

* Ensure operational controls, including caseload reviews, dashboards, trackers, and action logs, are embedded and consistently applied to minimise reliance on manual workarounds.

Service Levels and Employer Experience

* Work closely with the Service Delivery Manager to ensure service standards are consistently achieved, including responsiveness, communication quality, effective handovers, and service recovery SLAs.

* Ensure learner and employer issues are managed through to resolution within agreed timescales, with clear ownership and consistent communication throughout.

* Use learner and employer feedback to identify trends and drive targeted improvements across delivery teams.

Cross-Functional Delivery and Compliance

* Collaborate closely with Quality, Compliance, MIS/Data, and Curriculum teams to ensure delivery remains audit-ready and inspection-ready, with strong evidence management and adherence to funding regulations.

* Escalate compliance, funding, and data risks promptly, providing evidence-based recommendations and ensuring agreed actions are implemented.

* Ensure tutors consistently follow agreed SOPs and operational processes, reducing variation and maintaining learner journey compliance.

Continuous Improvement and Project Delivery

* Lead operational improvement initiatives and small-scale projects within the area of responsibility, ensuring clear plans, ownership, milestones, and successful implementation.

* Support the mobilisation of new or changing provision by embedding consistent…