Head of Operational Delivery (East & North East)

BUSINESS FUNCTION: Operations - East

GRADE: Exec

SALARY: Exec

ROLE TYPE: Hybrid

HOURS: 37 per week

At Northern, we’re creating a brand-new future not just for our organisation, but one that will transform the way we all think about rail travel and if you’re forward thinking, passionate and full of fresh ideas like we are, you could play your part in making it happen.

Our vision is all about taking them in an exciting new direction, delivering a different kind of travel experience, and introducing new ways of working. We’re also investing in our people too, and we’re committed to building a business that’s just as diverse as the communities we serve. So, whatever your background, and whatever you have in mind for your own future, we think you’ll fit right in here.

In return, you’ll discover brilliant opportunities to grow and progress within Northern not to mention amazing perks and benefits like free or discounted travel, employee assistance, generous policies, regular pay reviews and a great pension. We look forward to receiving your application.

Purpose of the role:

To lead a small team of Regional Improvement Managers to deliver excellent standards and continuous improvement in customer service, safety, traincrew resource planning, timetable readiness, trade union relationships, operational resilience, and legacy/new trains training to achieve business targets. Develop and implement policies, alongside colleagues across Northern to ensure a safe working environment and adherence to safety standards.

Develop and expand relationships with other TOC’s, Network Rail, stakeholders, trade unions, external bodies, and organisations to promote Northern’s Brand and Values and to ensure the protection and success of Northern operated services.

About the role

• Define and develop the operational service delivery strategy for the area in line with Northern’s overall business strategy and values, ensuring delivery of a high-quality service, driving excellent customer satisfaction, stakeholder reputation and service quality.
• Lead and direct the Regional Improvement Managers to ensure achievement of all performance, safety, budget and quality targets for all activities. Champion safety as a key business priority and foster the development of a strong positive safety culture within the regional teams.
• Ensure rigorous and consistent adherence to the company safety management system, ensure high levels of compliance, and promote a learning culture to drive continuous improvements in staff, customer and operational/occupational safety. Develop and deliver a people (traincrew) resources plan that meets both the current and future business needs, ensuring that industry recognised standards of establishment setting are adhered to, along with any business mandated adjustments to spare ratios.
• Develop schemes for improvements within the operation function, including trainee ‘time to qualified’
• Develop and agree a budget to meet business needs and to ensure most efficient use of resources.
• Share relevant financial information concerning costs and efficiency ratios with the extended management team and Arriva group to promote a high level of commercial awareness, track financial performance, share best practice and ensure delivery of agreed budgets.
• Establish and proactively build positive working relationships through the team with all stakeholders and suppliers such as Network Rail, other TOC’s/FOC’s, trade unions, RPC and Rail North Partnership.
• Support the Heads of Trains and Stations to develop and deliver train service performance improvement plans ensuring the achievement of delay minute budgets, PMU Scheduled targets and overall company operational performance.
• Liaise with peer senior area managers to develop and deliver the traincrew resource elements of operational strategy for Northern.
• Act as the conduit to/from the Transformation Support Team and New Trains Project Team as far as they impact on regional matters. This includes but is not exclusive to, new depots, new trains, new legacy traction, new technology introduction and the implementation of industry good practice.
• Act as chair of Trade Union Employee Council meetings as required, whilst also providing support to other forums where operational expertise is needed.
• Deliver business transformation projects as far as they affect the Region. This includes but is not exclusive to new technology and the implementation of terms and conditions reform.

About you:

• Qualified preferably to degree level standard or equivalent.
• The ideal candidate will be a strong business leader with a proven track record in Operations/Customer Service roles and can demonstrate success leading high performing teams.
• NEBOSH Safety Certificate.
• A strategic thinker and planner who can translate this locally into deliverable projects and identify opportunities for change in all areas of the business.
• Experience of leading and managing change.
• Strong negotiating and influencing skills.
• Experience of managing complex employee industrial relations processes.
• Exceptional leadership capability and financially astute.
• Integration of multi-faceted operations and achievement of high quality of effective management and human resources.
• Innovative problem solving.
• Customer focused to ensure delivery of outstanding customer service.
• Familiar with Health and Safety Legislation, and appreciation of Rules and Regulations.
• Background in Operations Management or similar for at least five years.

Benefits and Rewards:

By working as part of the Northern team, you will receive the following benefits:

• Free Travel on Northern services for you and your family*
• 75% discount on all other Train Operating Companies leisure services*
• Pension Scheme
• 25 days holiday with the opportunity to purchase additional days.
• And many more!
• *Terms and conditions apply

We’re an equal opportunities employer and a promoter of diversity and inclusion in the workplace. We encourage and welcome applications from candidates from all backgrounds, regardless of gender, sex, ethnicity, race, religion, education, socioeconomic background, disability, or sexual orientation. We also have Disability Confident status, which means we’re committed to making the most of the talents that disabled people can bring to the workplace.