Regional Operations Manager London, England
Avanti West Coast
Full Time
London, England
37030 GBP ANNUAL Today
Job description
We are Avanti West Coast and we are busy making rail the greener, cleaner, and comfier way to go. A joint venture between First Group and Trenitalia, we are going all out to transform train travel on the West Coast Main Line and we are looking forward to whooshing more people to their destinations in industry-leading comfort.
Every one of our colleagues are encouraged to make a difference today to look after tomorrow. We¿re passionate about people sharing their spark and get a buzz seeing our teams take pride. With employees based right across the country, we love to win together and drive a culture which stands for progress ¿ ready to raise the bar at every opportunity.
We have an exciting opportunity to join our Customer Experience team as a Regional Area Manager, better known at Avanti as On Board Customer Experience Manager!
In this role, you will lead the delivery of an efficient, safe and customer focused rail service for the Euston and Wolverhampton depots, making sure our onboard colleagues feel engaged, valued, and proud to wear the Avanti West Coast uniform.
This is a senior leadership role, leading a team of 11 Onboard Managers who between them, manage over 550 Catering and Train Manager employees, so regular travel across our network will be required. You will use your knowledge and experience to guide and coach your team through behaviour and culture change to deliver tactical and strategic objectives.
The role requires a leader who can develop the team by encouraging challenge and involvement, listening to, and inviting feedback from our people and our customers to engage and involve them in decision making.
Key accountabilities for this role:
- Drive people performance, ensuring engagement of our people is high on the agenda through effective and clear leadership of the On-Board Managers and their teams.
- Responsible for effective and efficient service delivery for your region in line with the Onboard Directorate KPIs ¿ examples include Safety, Headcount, Rest Day working, Lost minutes, Annual leave, Training, Spare coverage, Scanning and Ticket sales.
- Ensure your depot management teams have the skills and capabilities to deliver local business objectives and manage performance of the Train Manager/Catering grade.
- Champion and embed strong, process led absence management to ensure long term sick, short term sick and medically restricted duties are below KPIs. Responsible for your depots successfully deploying policies and procedures to support colleague welfare and manage absence.
- Identify and build key internal and external stakeholder relationships throughout your region, to ensure that the customer is at the heart of what we do, and key performance metrics are met.
- Manage regional Trade Union relationships including negotiations, consultations and interactions aimed at positive outcomes for the business.
- Collaborate with Resources, Control, and other key interfaces to deliver business efficient rosters/diagrams which also deliver for our people safely and within legal and T&Cs
- This role carries On-Call responsibility ¿ As onboard coordinator, you will liaise with Gold Command in times of disruption to ensure all our customers and onboard colleagues are safe and cared for during major disruption.
- This role carries Safety Critical ¿Contingency¿ responsibility ¿ you will be required to be trained as a Manager Train Manager (competent to act as a Train Manager dispatching Trains in the event of dispute or periods of high unavailability)
This is NOT an onboard position, the role can be based in London Euston or Wolverhampton depots and applicants must live within a maximum 1 hour of both.
You will be able to demonstrate:
- Experience of leading high performing management teams within a multi-site customer experience environment
- Experience of influencing and negotiating up to exec level both internally and externally,
- Evidence of delivering results against key commercial and revenue targets
- Commercial awareness with experience of working with Trade unions
- Ability to manage costs and revenue to meet budget
Benefits include:
- Final salary pension
- Free travel on Avanti West Coast for you/spouse/partner/dependents
- Privilege Travel card (75% off other train operators fares for leisure travel)
- 30 days holiday rising by 1 for every completed year of service to a maximum of 37 days (inclusive of bank holidays)
- 10 free journeys on other First Group Train Operators
At Avanti West Coast, we value the differences that make each of us outstanding! Avanti West Coast recognises the benefits of building a diverse workforce and employing people from diverse backgrounds, which includes their race, religion, age, gender, gender identity, disability and sexual orientation.
Everyone who joins Avanti West Coast becomes part of our close-knit team. We're committed to ensuring that Avanti West Coast is inclusive, a place where people are encouraged to be themselves, and not an edited version to fit in. A place where differences are encouraged, recognised, accepted and put to good use!
Avanti West Coast
www.avantiwestcoast.co.uk
London, United Kingdom
Unknown / Non-Applicable
1001 to 5000 Employees
Company - Private
