Site Operations Manager London East

Site Operations Manager - Job Description

Reports To:

Head of Operations and Senior Site Operations Manager

Direct Reports

Drivers, Operations Supervisor and Garage Administrator

Main internal stakeholders:

Engineering Manager, FBP, HRBP, H&S (incl. Risk), SLT, Property, Legal, Transcare, Training School,

Commercial, Procurement, Shared Service, Customer Service, TU, Fleet Team

Main external stakeholders:

Regulatory Bodies (DVSA, OTC, HSE, Police), Local Authorities / TfL, Cleaning contractors, Regional

CPT, Competitors, Customers, TU FTO, Local Businesses (BIDs, CoC, Local charities, Suppliers

Purpose

Contribute to the achievement of the site annual business plan by effectively managing the day-to-day operation of bus services so that customer needs are met, and service delivery and performance targets are achieved efficiently and within budget. Demonstrate effective and motivational leadership of the operational teams to ensure delivery of a safe and regulatory compliant operation, whilst seeking continual improvement of customer and colleague experience.

Promote the Arriva Values to create an inclusive working environment reflective of the communities we serve.

Safety is everybody's responsibility

You are required to co-operate and ensure that the workplace is safe for everyone by taking reasonable care not to do anything that might endanger yourself or others, either through your actions or lack of action, and never to act in a way that causes either you or Arriva to be in breach of the law. You are expected to consider, and take account of, the potential hazards and risks in everything you do whilst you are at work. Detailed H&S Responsibilities are published in the Arriva HS&E Management System.

Main responsibilities

Health and Safety – responsibility for ensuring adequate organisation and arrangements exist for the effective implementation of the Company Health and Safety Policy, and ensuring compliance with all statutory obligations.  Detailed H&S Responsibilities are published in the Arriva HS&E Management System.

Customer – ensure site team deliver excellent service delivery in accordance with stakeholder requirements, Company Policies and Procedures.  Establish and maintain business relationships.

critical to local performance. Understand customer needs and embrace partnerships with Local Authorities.

People - Develop and support an organisational culture that embodies the values of Arriva and promotes Equality, Diversity & Inclusion (ED&I). Ensure that the site has the required level of resource, capability, and competence. Lead, manage and motivate colleagues to maximise contribution and ensure effective collaboration. Responsible for the continual development of their teams. Engage and motivate site teams through effective leadership and communication forums to become high performing teams. Be visible, credible, knowledgeable and approachable, role-modelling standards of high business and personal performance. Forge strong working relationships with key stakeholders including the Trade Union. 

Quality – lead the delivery of outstanding service delivery and operational compliance and provide leadership and support to site team to deliver excellent levels of all round performance and improved operating profit.  In alignment with the commercial team ensure a continuous review of networks and customer feedback. Utilise effective and efficient business performance management tools to engage site teams in taking personal responsibility for the success of the business. Work with the recruitment and training teams to optimise the operational delivery and efficiency of this end-to-end process, ensuring the improvement of site KPIs is supported by these work streams

Financial and decision-making – Contribute to the development of the site's annual budgets business plan by formulating proposals and assisting the Head of Sites with the compilation of annual budgets, forecasts and targets.  Focus on value-adding business activities to maximise revenue and control operating costs. Continuously review financial performance against budget and identify appropriate action plans to address any shortfall. Include relevant parties in the decision-making process and encourage empowerment whenever possible.

In addition to the delivery of the budget requirements, it is essential that wider business plans are explored, developed and implemented to ensure business growth, service delivery improvement and innovation / diversification.

Continual Improvement & Innovation – continuously review the operating terrain, identify areas, processes and systems which through innovation can be substantially improved.  Acts as Change agent, making balanced yet brave decisions that change the status quo and enhance the business. Is a Value Creator, constantly innovating and implementing, to drive operational excellence.  Work closely with the Head of Site Operations and peer group to share best practice throughout UK Bus.

Corporate social responsibility – uphold, safeguard and promote the reputation and values of the organisation throughout all internal and external business relationships and activities.

Essential Postholder Requirements

To become a Transport Manager on the Operators Licence

To be the Site Accountable Manager

Person Specification

Demonstrate the Arriva Values and Leadership Mindset

A proven track record of management responsibilities of an operational facility, with relevant

P&L ownership, driving revenue, controlling costs and maximising EBIT%/Profit

Experience of leading, managing, motivating and developing large high performing teams

across multiple sites

Background in a customer facing environment, capable of understanding and developing

customer satisfaction and managing dispute resolutions

Demonstrable experience in creating a safe and continuously improving working

Environment.

Capable of translating the sites strategic and annual deliverables into effective and

translatable plans, driving the execution relentlessly through strong governance and a "go &

see" approach which ensures sustainable change

Experience of working in partnership with Trade Unions

This job description sets out the main duties and responsibilities of the job-holder. It does not constitute an exhaustive or comprehensive description of duties and the job holder will be required to carry out any additional tasks as and when requested to do so by their manager.

Responsibilities and duties may also change in light of future business needs and personal development.