Performance Manager

Key responsibilities

• Analyse daily performance data to identify improvements and efficiencies across performance, operational and engineering teams.
• Work with Route Performance colleagues to build a high-performance culture and share best practice across Arriva’s control centres.
• Support the Senior Performance Manager in developing continuous improvement strategies across control centre teams.
• Investigate service performance issues, recommend solutions and support their implementation.
• Improve operational staff awareness of route performance issues through clear communication.
• Support the introduction of new technologies to improve route performance, analysis and reporting.
• Produce accurate, achievable route performance forecasts and targets.
• Review performance against tender expectations using applications such as CitySwift.
• Carry out running time reviews with scheduling colleagues to identify opportunities for improvement.
• Work with commercial and functional colleagues to develop high-quality tender submissions.
• Work with TfL to deliver proposed tender plans and network amendments.
• Negotiate outcomes that support both London’s passengers and business objectives.
• Actively support route mobilisation, helping new services launch successfully.
• Build strong relationships with garage teams and driving staff through regular visits focused on improving performance.
• Maintain effective working relationships with TfL, London borough representatives and transport industry peers.
• Provide cover for the Senior Performance Manager during periods of absence.
• Promote safe working practices and comply with Arriva’s Health, Safety and Environmental Management System.

What we’re looking for

• Knowledge of TfL bus control processes, the London bus network and the Bus Action Plan.
• Strong data analysis skills, with the ability to identify trends and turn findings into clear recommendations.
• An understanding of route performance measures and how operational decisions affect service reliability.
• Experience managing or working with diverse teams to deliver improvements.
• Strong communication and relationship-building skills, with the confidence to work across different functions.
• The ability to produce realistic forecasts, set targets and monitor progress.
• A practical approach to problem-solving and continuous improvement.
• Knowledge of health and safety requirements and a commitment to maintaining compliance.

What success looks like

• Improved Quality Incentive Contract (QIC) earnings through better Excess Waiting Time (EWT) and on-time performance.
• Performance above the Minimum Performance Standard across all operated TfL routes.
• Support for achieving staff cost and QIC revenue budget expectations.
• Successful internal and external audits.
• Strong relationships with garage teams, driving staff and TfL.
• High-quality contributions to new contract bids and services that meet or exceed internal and external targets.

What we offer

• Arriva Village – access to discounts and offers across a range of retailers.
• Arriva bus pass – free travel on Arriva bus services.
• TfL bus operator pass – travel benefits in line with scheme eligibility.
• Company pension scheme.
• Training and development to support your progression within Arriva.
• The opportunity to influence how London’s bus services perform and make a difference to passengers’ everyday journeys.

Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike‑sharing systems, on‑demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries, delivering these services in a better way, every day. The activities of Arriva are divided into four business units: UK Bus, UK Trains, The Netherlands and Mainland Europe. Arriva has passenger transport operations in the Czech Republic, Croatia, Hungary, Italy, the Netherlands, Poland, Slovakia, Slovenia, Spain and the United Kingdom, and also operates a rolling stock leasing company in Romania.

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