Head of Performance – Routes Job at Arriva London South Limited (London)

Job Description

To lead and own route performance across all London operations, delivering against contractual, operational, and financial targets. The role is accountable for driving service reliability, improving operational efficiency, and maximising QIC revenue through effective leadership of the Route Performance function.

Job Responsibility

Take full accountability for route performance across all operated services, ensuring compliance with Transport for London contractual standards
Deliver improvements in Excess Wait Time, punctuality, and service reliability
Identify and resolve root causes of underperformance, ensuring sustainable fixes rather than short-term interventions
Lead, manage, and develop the Route Performance team, including Performance Managers and control-centre teams
Build a high-performance culture focused on accountability, pace, and decision-making
Ensure consistent standards and approaches across all teams and operating areas
Drive staff development, coaching, and succession planning
Oversee real-time service control strategies across the network
Ensure effective management of disruptions, incidents, and service recovery
Lead Gold Control during major incidents in line with Business Continuity plans
Provide senior oversight to ensure consistent and effective operational decision-making
Own and deliver QIC revenue in line with budget expectations
Manage and control Route Performance team staff costs
Contribute to high-quality tender submissions, ensuring performance commitments are realistic and deliverable
Understand and manage the financial implications of operational performance
Lead initiatives to improve route performance through data-led analysis and insight
Implement new technologies and tools to enhance operational control and reporting
Drive cross-functional improvement programmes to increase efficiency and reduce performance risk
Challenge existing processes and embed best practice across the operation
Build and maintain effective working relationships with Transport for London and other key stakeholders
Engage with London boroughs, trade unions, and industry partners to support service delivery
Represent the business in performance reviews, audits, and operational forums
Work closely with Operations, Engineering, and Commercial teams to ensure aligned delivery of performance objectives
Support mobilisation of new contracts to ensure strong performance from day one
Lead cross-departmental initiatives that improve end-to-end operational performance

Requirements

Strong knowledge of TfL bus performance frameworks, including QICs and control processes
Proven experience managing managers within a fast-paced operational environment
Demonstrated ability to deliver measurable performance improvements
Strong analytical capability with a data-driven approach to decision-making
Experience managing budgets and delivering financial targets
Excellent stakeholder management and communication skills
Understanding of Health & Safety and regulatory compliance requirements

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Head of Performance – Routes

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