Head of Rail Operations

2 weeks ago


Clayton le Moors, United Kingdom First Bus Full time

**Purpose of role**

The Head of Rail Operations will have overall end to end responsibility to lead all FTS (First Travel Solutions) rail and taxi service operations. This is an operational and client facing role.

They will provide a consistent approach to rail operations (across all TOCs), working alongside our Client Account Management teams ensuring contractual KPI's are achieved, and contract profitability maximised. Ensuring full compliance with operational and safety policies, they will champion high quality service delivery, collaborative working and continuous improvement with a focus on robust advance planning of rail and taxi operations.

The Head of Rail Operations will have line management responsibility for all operations supporting rail service delivery (Vehicle Recruitment, Diagramming, Operations Managers, Co-ordination Manager, Tracking Manager) and will manage the performance and workflow of these functions within their role.

**Key Responsibilities**

Together with other members of the FTS Senior Leadership Team, support the strategic direction of the Operating Company.
- Lead and develop the rail operations team to deliver high levels of service meeting all contractual KPI's
- Champion and promote a culture of collaboration and teamwork across the business
- Ensure safety standards for all aspects of FTS operations are maintained at all times and any risks identified are highlighted with mitigating actions in place
- Ensure effective workflow within rail operations and processes optimised
- Have a detailed knowledge of TOC customer contracts & supporting KPI reports
- Attend client meetings with TOCs as required, working alongside client account managers to ensure service delivery contractual obligations are met and any issues are addressed promptly
- Develop strong partnerships with TOC's to enhance collaborative working relationships
- Ensure the Operations Managers plan and agree rail operations with contracted customers including the vehicle provision and staff resources on a job by job basis.
- Develop standardised major blockade management plans to include: local safe systems of work, traffic management requirements, agreed pick up/set down points and staff and supplier information.
- Ensure FTS liaises with external agencies/stakeholders, councils, police etc in connection with plans for rail replacement or other FTS operations
- Ensure vehicle diagrams, recruitment plans and co-ordination resources are in accordance with customer specifications and are scheduled/recruited as soon as possible (maintaining effective workflow)
- Ensure operational plans and staff rosters are distributed to customers for each week/job in accordance with customer timescales.
- Develop emergency contingency plans for unplanned disruption in conjunction with the customer
- Working with Client Account Management ensure periodic performance reports and ad hoc reports for customers are reviewed as specified or required
- Support the Supplier Performance Manager to ensure visits to coach/bus/taxi operators are carried out as required' and provide information to ensure the database is updated after each visit/contact
- Provide information to the Operations team about Operator Standards, Driver Standards, Coach Standards, and customer perceptions of FTS Service Delivery, recommending where improvements can be made to optimise levels of performance.
- Ensure that audits on coach/bus/taxi operators are carried out as required
- Ensure risk assessments/SMOWs for stations, site audits and designated routes are carried out and records maintained
- Ensure complaints and incidents are investigated/closed as per FTS policy and customer requirement.
- Drive performance management and development across the team with a clear vision and regular communication.

**Co**m**p**any Responsibilities**
- To undertake any additional duties deemed appropriate to your role at the request of your line manager
- To adhere to all FirstGroup policies and procedures
- To take ownership of your personal development and to undertake training and development activities at the request of your line manager
- To take care of your own safety and the safety of others at all times by complying with all FirstGroup Injury Prevention policies and with your health and safety responsibilities
- To support the Company's environmental campaigns and be aware of FirstGroup's annual environmental targets

**Our Values**:

- Committed to our customers - We keep our customers at the heart of everything we do
- Dedicated to safety - Always front of mind, safety is our way of life
- Supportive of each other - We trust each other to deliver and work to help one another succeed
- Accountable for performance - Every decision matters, we do the right thing to achieve our goals
- Setting the highest standards - We want to be the best, continually seeking a better way to do things

**Rewards & Benefits**
- Your health is important to us which is why we offer Sim



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