Head of Operations

7 days ago

Cornwall, United Kingdom First Bus Full time

**Do you have a strong track record as a credible, operational leader within the service sector?**

This Head of Operations role is your chance to lead the Operations and Service Performance success across our South West Operating company. You will play an essential part in leading a customer centric culture and championing the continued development ofDisciplined Operations, to deliver high levels of customer satisfaction - adding to your track record and expertise

**Welcome to FirstBus**

FirstBus is one of the country's largest busoperators - taking 1.6 million customers to their destinations every day. We're a forward-looking business at the forefront of bustechnology, leading the way on contactless payments, mobile Apps and real time information.Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. It's an exciting time to be here.

**About the role**

As Head of Operations of the South West, You will work collaborativelywith other members of the Operating Company Leadership Team, to lead the strategic direction of the Operating Company.

As a natural leader and manager of people, you will engage withyour colleagues across Cornwall and Somerset, and build positive working relationships to drive our strategy of being a safe, punctual and reliableservice, across alloperating depot's.

Covering both Somerset and Cornwall, you will be open and flexible to travel, as it is an essential part of this role.

**What will you be doing?**
- Forecasting and delivering operational related costs within budgeting guidelines and process
- Establishing and developing an engaged and talented operational team
- Working with the Training function to ensure competently trained staff and agreed establishmentrequirements are met
- Leading the Service Performance Team and leverage technology to effectively manage service performance
- Supporting commercial colleagues in ensuring revenue collection systems are robust and that fare evasion is minimised
- Building positive relationshipswithall external stakeholders, to enhance the company's reputation and deliver sharedobjectives
- Ensuring positive, proactive relationships are maintained between Operations and Engineering
- Maximising the effectiveness of colleague and customer engagement, using allavailable channels, teams, marketing and technology
- Ensuring that controls are in place to manage and mitigate risk, providing assurance of compliance to the Operating Company Directors

**What are we looking for?**
- Good intellect with strong analytical insight and financial literacy skills, to quickly assess viability of business opportunities, with a "can-do" attitude to solving issues
- Extensive knowledge of all relevant legislation: including health, safety and environment, with a good awareness of and practical experience in lean tools and techniques
- Demonstrable record of achievements, showing delivery of major change or sustained improvement in an operationalenvironment
- Ability to work in a complex operatingenvironment and able to lead and influence the wider business ensuring there is buy-in to a sharedoperational and customer vision to deliver transformational change, whilst staying within a divisional governance framework
- Ability to challenge the status quo and influence stakeholders
- A confidentcommunicator and inspirational leader, able to effectively engage with and influence customers and colleagues at all levels of the business
- Results-driven and strategically focussed, with a strong ability to get into the detail when necessary
- Understanding of risk management, be willing to push boundaries and take calculated risks to deliver long term strategic goals
- Bus experience is not a pre-requisite, but an appreciation of the key challenges facing the public transport sector and its customers is essential

**Rewards & Benefits**
- First Xclusives - Discounts on many high street brands, supermarket's, holiday's and cinema tickets - to name a few
- First My Rewards - Discounted train travel for you and your family after 6 months service - travel as far as London/Edinburgh for only £6
- Free bus pass for you and your family on joining
- 25 days annual leave + bank holidays
- Cycle 2 work scheme
- Shares scheme - chance to buy shares in firstbus
- Generous pension scheme
- Employee Assistance Programme - 24hr, 365 days a year mental health support

We put a big focus on physical and mental wellbeing at FirstBus. We recognise that anyone can be affected by the stresses and strains of work, or life outside it. You'll find a range of health-promotioninitiatives, and you will have 24/7 access to ourconfidentialEmployee Assistance Programme.

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