On Train Service Operations Manager
FirstGroup plc
 London, OH

Main Purpose

Enable SWR On Train Service team to track and manager functional performance and improvement initiatives with the over-arching purpose of improving the punctuality of our train services resulting in improved customer satisfaction.

Principal Accountabilities

  • Oversea the daily allocation and management of all TINs by depot manger area
  • Check and challenge any incorrect attribution allocated to function / TINs
  • Produce data driven spreadsheets and ensure comprehensive population with root causes correctly reported
  • Pro-actively manager on the day live performance incidents
  • Ensure that functional PIP leads have accurate performance data to drive PIPs
  • Own and support the production of the functional PIP plan and presentation ensuring compliance to period deadlines
  • Ensuring that the periodic / YTD results vs. budget are represented accurately in the documents
  • Lead, Implement and manage functional ILRs
  • Attend other functions ILRs upon request
  • Document the 'lessons-learned' from ILRs and implement changes to share the learning and deliver improvements.
  • Produce weekly and period data as requested.
  • Support and develop the depot support clerks within performance
  • Flexible approach to working hours
  • Comply with all Health & Safety policy and legislation in the performance of the duties of this post
  • Comply with all aspects of the Data Protection Act.
  • Be qualified as a Contingency Guard.

Minimum Requirements

  • A passion for a punctual train service for our customers
  • Strong time management skills and the ability to work under time pressure are essential.
  • Strong administration, planning and organization skills with experience of working in a cross functional business environment
  • Highly numerate and computer literate with developed skills in spreadsheet and Microsoft office packages
  • Analytical approach to problem solving
  • First rate stakeholder engagement skills. The successful applicant will be personable and have the confidence to challenge other managers while maintaining an effective working relationship
  • Excellent communicating, negotiating and influencing skills
  • A self-starter that takes the initiative without requiring direction
  • A knowledge of the rail industry and of drivers of customer satisfaction
  • High level of numeracy, and good analytical skills
  • Ideally, must be able to manipulate data in excel to produce graphs from pivot tables
  • Excellent communicator

Shift Pattern

Working an average of 37 hours per week - office hours

Please note you must be flexible to work in both London and Southampton.

In return we offer a competitive salary and a variety of valuable benefits including free standard duty travel and 1st class leisure travel on SWR services for employee, free 1st class leisure travel for spouse/partner and dependants (criteria dependant) , 75% discount on many other train operating companies, a range of retail benefits and an excellent pension scheme.