Operations & Development Manager (Band 3) in London

Grade: Band 3

Contract type: Permanent

Reference: 5099

Number of roles: 1 x Full Time

Location: Hybrid working (Home and Offices with a 50% split. Note, offices are based in London and Coventry, depending on whichever is closest, however travel between London or Coventry offices may be essential for certain meetings)

All offers of employment are subject to satisfactory right‑to‑work checks, and candidates must be able to demonstrate their legal right to work in the UK. In certain circumstances, TfL may be able to sponsor Skilled Worker visas for roles and individuals that meet the required eligibility criteria, including those covered by transitional rules.

Job Purpose:

This is an exciting opportunity for an experienced manager to join the Transport for London Road User Charging (RUC) team. Managing the design and delivery RUC business initiatives, strategies, plans and implementations of large- and small-scale projects and changes to the following schemes:

• Congestion Charge
• Low Emission Zone
• Ultra Low Emission Zone
• Traffic Enforcement
• Silvertown and Blackwall Tunnel User Charging scheme

Other aspects of this leadership role will include making a real difference in ensuring TfL’s RUC schemes are focused on delivering best value for money and that TfL offers customer centric services effective in supporting TfL’s strategies to reduce congestion, improve air quality and road safety throughout London.

Key accountabilities:

• Manage the delivery of operational transformational activity that drives higher supplier performance, increased customer satisfaction, reduced operating costs or increased income, in line with agreed plans and budgets.
• Take ownership and participate in the commissioning, management and assurance of RUC initiatives. This includes the gathering of business requirements; definition of success criteria; identification of resource requirements; delivery planning; management of risks and issues; management of scope change; and the operational implementation of initiatives while ensuring minimal impact on business-as-usual activity.
• Accountable for liaising with, and managing the relationship between, RUC and delivery teams across TfL and our suppliers, to ensure all initiatives are delivered to the required operational standards.
• Utilise management information and operational expertise to provide analytical analysis to identify new opportunities to support the delivery of performance and savings targets.
• Support the procurement of new services through the development of requirements and evaluation of bidder responses, making appropriate recommendations and managing the activity required to enable the transition of services into live operation.
• Effectively lead, recruit, manage and develop a team of staff, ensuring that the team has a clear understanding of their accountabilities and appropriate performance targets are established and met.
• Ad hoc duties and accountabilities as directed by senior management as appropriate.

Knowledge:

• Ability to understand and develop contractual documents and requirements to suit a complex public sector transport environment.
• Knowledge of working within a legal framework including the ability to read and interpret legislation and apply this to an operation.
• Detailed knowledge of the delivery of business initiatives that support the development of high value, customer facing, large volume transaction-based contracts.
• Knowledge of delivery processes, including working with internal and external suppliers in a fast-moving environment, ensuring that they deliver on time and to budget with the correct level of performance and service.

Skills:

• Stakeholder engagement and advocacy. Ability to act in a politically adept and commercially astute manner, to work effectively with internal and external stakeholders, to ensure buy-in and senior stakeholder acceptance, to resolve business conflicts as they occur and to persuasively influence complex and sensitive transactions. This includes having excellent numerical, oral and written communication skills, with the ability to work and think accurately in fast moving situations and deliver presentations and complex information to external audiences.
• Proven ability to lead and motivate experienced professionals to achieve high quality results, and to coach and mentor staff in their development.
• Management and organisational skills and experience, including high level decision making and creative thinking. This includes the ability to think and operate strategically, including the ability to drive excellence in delivery, ensuring customers are satisfied and well served.

Experience:

• Substantial, proven experience and successful record of formulation of strategies, policies, plans and budgets that deliver results to agreed targets.
• Experience and success in working with outsourced contracts that deliver customer-focused operational services in a challenging multi-disciplinary environment.
• Experience of the delivery and development of newly commissioned services, by both internal and external service providers, to high performance standards, interpreting performance data and devising operational strategies.
• Good understanding of the management of high-volume transactional customer contact centres and customer service environments.

Equality, diversity and inclusion:

We are committed to equality, diversity and inclusion and aim to reflect the diverse communities we serve. We believe that a diverse workforce enables us to deliver better services and outcomes. Our goal is to make our recruitment as inclusive as possible. As a Disability Confident Leader, we actively encourage applications from disabled people. As part of the Disability Confident scheme, we aim to offer an assessment or interview to candidates who apply via the scheme where the minimum essential criteria for skills, knowledge and experience has been met. In some circumstances, it may not be practical to offer an interview or assessment to every candidate who applies through the scheme and meets the minimum essential criteria; in these situations, we select candidates who best meet the minimum criteria for the job rather than interviewing all who meet them.

Across all recruitment activity, we recognise that selection methods may vary depending on the nature and scale of the campaign and will be applied fairly, consistently and proportionately in line with our Disability Confident commitments.

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice. Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4 week period. Hybrid working arrangements can evolve subject to business requirements.

Vetting Process:

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.

TfL is currently unable to provide sponsorship to candidates for this role as the Home Office’s eligibility criteria for sponsorship will not be met. TfL keeps its approach under review in line with changes to UK immigration rules. We are also unable to provide advice or guidance on individual immigration queries and advise candidates to check the Government’s website for further information.

You may be required to undergo a Metropolitan Police NPPV1 (non‑police personnel vetting) vetting process.