We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,600 employees, our people are the reason we are so successful, and the Customer Service team make a crucial contribution to this.
10 times accredited as a Top Employer and Gold accredited for Inclusive Employers Standards, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.
Safety, integrity and customer experience are at the heart of everything we do. We are now seeking an exceptional Revenue Protection Business Partner to provide strategic leadership across our Revenue Protection function and drive the delivery of our ticketless travel, fraud prevention and revenue protection ambitions.
This is an exciting opportunity to influence at scale, shaping strategy, optimising deployment and embedding a culture of accountability, compliance and high performance across the EMR network.
The Role
As Revenue Protection Business Partner, you will provide collaborative leadership across the directorate and wider business to deliver a culture of high performance, compliance and accountability across all Revenue Protection activities. You will be based in Nottingham and covering Nottingham and the Eastern Counties.
You will play a critical role in shaping and delivering EMR’s:
1. Ticketless Travel Strategy
2. Revenue Protection Deployment Strategy
3. Counter-Fraud Strategy
Using data, intelligence and insight-led deployment, you will ensure EMR’s revenue protection capability is optimised and targeted, reducing revenue at risk, tackling fraud and consistently delivering against (and exceeding where possible) KPI targets.
Key Responsibilities
4. Lead and motivate the Revenue Protection team, embedding a culture of devolved accountability and empowerment.
5. Work in partnership with Crime & Security, Customer Experience and Commercial teams to deliver a joined-up approach to reducing fare evasion and fraud.
6. Develop and oversee delivery of the Revenue Protection Deployment and Counter-Fraud strategies, ensuring robust implementation plans are in place.
7. Drive data-led decision making, ensuring accurate and high-quality insight from EMR and industry systems informs agile operational deployment and business case development.
8. Work collaboratively across the organisation, including Stations, On-Board and Travel Safe Officer teams, to ensure consistent and targeted revenue protection activity.
9. Ensure Revenue Protection Business Partners operate effectively as a conduit between Crime & Security and local operational areas, supporting tailored and effective plans.
10. Manage the Travel Safe Officer contract, ensuring strong performance, governance and commercial value, including supporting contract reviews and renegotiation.
11. Build collaborative relationships with British Transport Police, Trade Unions, contractors, suppliers and other TOCs to optimise delivery against strategic objectives.
12. Lead contract governance and deployment oversight forums, including operational reviews, KPI meetings and security working groups.
13. Provide inspirational leadership and clear direction to ensure colleagues are engaged, capable and empowered to deliver excellent customer experience alongside robust revenue protection.
14. Oversee policy, standards and training in partnership with HR, L&D and Retail Standards to maintain legal compliance and professional competence.
15. Champion awareness of ticketless travel and fraud across the organisation, ensuring colleagues understand their role in protecting revenue.
16. Deliver financial targets, ensuring income and expenditure budgets are effectively managed in collaboration with Finance.
About You
We’re looking for a strategic, commercially astute and data-driven leader who can translate insight into action. You’ll be comfortable operating at both operational and strategic levels and thrive in a collaborative environment.
What we’re looking for:
17. Significant leadership experience in revenue protection, operations, security, fraud, compliance or a related field
18. Proven experience delivering measurable performance improvement and managing against KPIs and financial targets
19. Strong contract management and governance experience
20. Excellent stakeholder management skills, with the ability to influence and challenge constructively
21. Strong analytical capability and confidence in using data to inform operational deployment and strategy
22. A values-led leadership style that empowers teams and drives accountability
Why Join EMR?
23. A Ten-Time Top Employer accredited organisation
24. A values-led culture focused on safety, integrity and doing the right thing
25. A genuine opportunity to shape strategy and influence performance at network level
26. A leadership role with visible impact across revenue, compliance and customer experience
What else?..
27. Excellent Railway Pension scheme
28. Free Standard Class travel on East Midlands Railway and our partnering Train Operating Companies
29. Friends and Family discounted tickets on the EMR network
30. 75% discount on national rail travel (including partner and dependants)
31. Various training and development opportunities
32. …and many more!
If you are ready to lead strategically, drive continuous improvement and play a pivotal role in protecting EMR’s revenue and reputation, we would love to hear from you.