Join to apply for the Site Operations Manager London East role at Arriva Group
Reports To: Site Operations Manager - Job Description
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. Detailed H&S Responsibilities are published in the Arriva HS&E Management System.
Main Responsibilities
* Health and Safety – ensure compliance with the Company Health and Safety Policy and all statutory obligations.
* Customer – ensure the site team delivers excellent service delivery, establish and maintain business relationships, understand customer needs and embrace partnerships with Local Authorities.
* People – develop an organisational culture that embodies the values of Arriva and promotes ED&I. Ensure the site has the required level of resource, capability and competence. Lead, manage and motivate colleagues to maximise contribution and ensure effective collaboration. 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 the site team to deliver excellent performance and improved operating profit. In alignment with the commercial team ensure a continuous review of networks and customer feedback. Utilise effective 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 and 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.
* Continual Improvement & Innovation – continuously review the operating terrain, identify areas, processes and systems that can be improved through innovation. Act as a change agent, making balanced yet brave decisions that change the status quo and enhance the business. 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.
* 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 site’s strategic and annual deliverables into effective plans, driving execution relentlessly through strong governance and a “go & see” approach.
* Experience of working in partnership with Trade Unions.
Additional Information
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 by their manager. Responsibilities and duties may also change in light of future business needs and personal development.
#J-18808-Ljbffr