Performance Improvement Manager

TN United Kingdom; York; On-site; GBP 45,000 - 60,000; Full time

Job summary

An exciting opportunity for an Area Customer Service & Performance Manager to oversee performance delivery functions and improve train service delivery for the East Coast route. The role involves leading a team, managing customer concerns, and driving performance improvement initiatives.

Qualifications

• Experience in management/team leadership roles.
• Comprehensive knowledge and experience in the railway industry.

Responsibilities

• Lead the area customer services and performance team.
• Compile periodic reports and analyze trends.
• Monitor progress and report on business performance.

Skills

Customer-focused

Persuasive

Strong facilitation

Interpersonal skills

Analytical skills

Numeric skills

Education

Formal process improvement qualification

Lean/Six Sigma

Job description

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There is an exciting opportunity to join us in a role that is vital to our success. We are looking for an Area Customer Service & Performance Manager to join our team.

As the Performance Improvement Manager, you will oversee interactions between Network Rail performance delivery functions, Train Operators, Freight colleagues, and regulating bodies, to deliver train service delivery for the East Coast route. Your role facilitates the identification of performance improvement activities, ensures that targets are met, and that progress on improvement actions remains transparent to external stakeholders.

We have two secondment opportunities available:

• 12-month secondment
• 6-month secondment

About the role (External)

Role and Responsibilities may include but are not limited to:

1. Lead the area customer services and performance team and own the customer-facing activity with the TOC aligned to the Area Director.
2. Act as the focus for all day-to-day contact within the area for all external and internal stakeholders so that performance delivery issues are addressed.
3. Own the management of customer concerns proactively, taking them into account, consulting with other departments, ensuring corrective actions are taken and reported as necessary, and communicating with customers through regular meetings.
4. Liaise with operational and maintenance colleagues to ensure their activities focus on delivering performance outcomes aligned with agreed performance targets.
5. Compile periodic reports, analyze trends, identify insights, and implement improvement opportunities based on performance issues.
6. Drive action plans by liaising and building relationships with key internal and external industry partners to develop an overview of performance improvement activities. Measure the effects of these schemes, advise on priorities, and provide feedback and updates to stakeholders.
7. Monitor progress and report on business performance improvement initiatives and assurance work.

Are you?

• Experience in management/team leadership roles
• Customer-focused and persuasive
• Strong facilitation and interpersonal skills
• Strong analytical and numeric skills
• Experience of process/performance improvement

Do you have?

• Comprehensive knowledge and experience in the railway industry
• Formal process improvement qualification such as Lean/Six Sigma