Head of Site Operations

Arriva London North Limited; London; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading company is seeking a Head of Operations to oversee multiple sites in London. The role involves ensuring compliance with Health and Safety, managing P&L, and leading teams to enhance service delivery and profitability. Ideal candidates will have a strong background in operational management and experience in customer-focused environments, with a commitment to continuous improvement.

Qualifications

• Proven track record in operational management with P&L responsibility.
• Experience in leading large teams across multiple sites.
• Background in customer-facing environments.

Responsibilities

• Ensure compliance with Health and Safety standards.
• Manage relationships with stakeholders and maintain high service quality.
• Optimize operational delivery and efficiency through teamwork.

Skills

Leadership

Operational Management

Financial Management

Customer Service

Health and Safety

Job description

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We are seeking an experienced Head of Operations to lead multiple sites with overall accountability for P&L and KPI performance and Health & Safety.

As the Head of Operations, you will demonstrate effective leadership of teams to ensure delivery of a safe and regulatory compliant operation, whilst seeking continual improvement of profitability and enhanced customer and colleague experience.

Main responsibilities

Health and Safety – Overall 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 teams deliver excellent service in accordance with Company Policies and Procedures. Establish and maintain business relationships critical to local performance. Understand customer needs and develop local strategies for growth based on a solid understanding of customer needs.

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

Quality – Lead the delivery of outstanding service and operational compliance. Support site teams to deliver excellent performance and improved operating profit. Collaborate with the commercial team to review networks and customer feedback regularly. Use effective business performance tools to engage site teams in taking responsibility for business success.

Work with recruitment and training teams to optimise operational delivery and efficiency, ensuring site KPIs are supported by these work streams.

Financial and decision-making – Manage the preparation and implementation of annual budgets, ensuring targets are challenging yet achievable. Focus on value-adding activities to maximise revenue and control costs. Regularly review financial performance against budgets and implement action plans for shortfalls. Include relevant parties in decision-making and promote empowerment.

Explore, develop, and implement wider business plans to ensure growth, service improvement, and innovation/diversification.

Continual Improvement & Innovation – Continuously review operations to identify areas for substantial improvement through innovation. Champion creative thinking and develop robust change programs to meet business objectives. Accept calculated risks for new ideas. Collaborate with the area leadership team to share best practices across UK Bus.

Corporate social responsibility – Uphold, safeguard, and promote the organisation's reputation and values in all relationships and activities.

Essential Postholder Requirements

To become a Transport Manager on the Operator's Licence.

To be the Site Accountable Manager.

Person Specification

Demonstrate the Arriva Values and Leadership Mindset.

A proven track record managing operational facilities with full P&L responsibility, driving revenue, controlling costs, and maximising profit.

Experience in leading, managing, motivating, and developing large, high-performing teams across multiple sites.

Background in a customer-facing environment, capable of understanding and enhancing customer satisfaction and resolving disputes.

Experience in creating a safe, continuously improving working environment.

Ability to translate strategic and annual site objectives into effective plans, driving execution through strong governance and a proactive approach to sustainable change.

Experience working in partnership with Trade Union representatives.

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