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Stations Operations Manager

Posted: 1 Jul 2022 Closes: 31 Jul 2022
London, GB Competitive
Permanent & Full-time HEA_941

Job Description

As the Station Operations Manager you will be leading the delivery and operational integration of multiple train operators and infrastructure management. You will be responsible for ensuring that the team, business partners and third-party service providers delivers an efficient and customer focused performance, while providing the link between Services, Rail Engineering, and other parts of the business responsible for delivering all business priorities and processes on the Rail estate.

Your role will involve:
  • To deliver the highest levels of customer experience whilst ensuring the efficient operation of the stations, infrastructure, and people in line with the regulatory, safety, security, and service standards
  • Manage the implementation and impact of degraded mode & emergency procedures within the station environment whilst keeping customers and stakeholders informed
  • Maintain a safe environment by being expert in the Company's safety and evacuation procedures. Accountability to ensure stations are manned in accordance with Fire Precautions (Sub-surface Railway Stations) (England) Regulations 2009. Take responsibility for implementing process for monitoring all emergency equipment and systems, including daily checks, ensuring that Sub-surface railway regulations are met
  • Manage and monitor 3rd party contract partners for station operations, to maintain the HAL Rail safety, service and regulatory standards and responsibility, in line with the terms of contract and SLAs for station operations. Communicate with our contractors and business partners, ensuring all concerned are fully informed of issues affecting customer service, to enable all parties to perform to a high standard
  • Establish and maintain a positive working relationship with the Rail Engineering team through agreed KPIS and monitoring matrix
  • Build a strong high performing operational delivery team. Ability to coach and support managers to deliver operational changes in a multi stakeholder environment
  • Manage the Performance Management and development plans for the operational duty management team. Responsibility for conducting investigations, hearings and appeals when necessary. Lead and develop a team of Rail Service Managers to drive a service excellence culture through effective, efficient management of the customer facing teams
  • Maintain a positive collaborative working relation with the trade union. Lead regular and timely formal meetings which include Company Council and Pay Negotiations
  • Ensuring stakeholders are recognised as partners in the development and delivery of the business' strategic goals. Developing and implementing stakeholder engagement strategies including informing, consulting, and involving stakeholders where relevant and evaluating the effectiveness of these strategies
  • Monitor and review customer information processes to ensure that accurate and timely service information is always available for customers, especially when the normal service is altered or disrupted
  • Manage relationships between station interface and external bodies such as London Underground, First Great Western, Heathrow Express, TfL, 3rd party contract partners and Network rail
  • Accountable to deliver the required resource to ensure all stations are manned in compliance with Sub Surface regulations
  • This role will be required to provide an 'on call' function to support and cover the 'out of hours' roster
These skills are essential:
  • The post-holder will have experience in an senior operational management role
  • Previous management of leading teams
  • Previous experience of stake holder engagement and management
  • Experience working with and implementing change through consultation
  • Previous experience of working with trade unions
Ideally you will also have:
  • Strong people leadership and motivational skills
  • Experience in operational management in a heavily regulated arena
  • Experience in managing in a service, security and safety focused environment.


About Us

Heathrow brings the world closer together. Our airport facilitates the global travel and trade that keeps the economy moving. It's a place like no other - a city within a city - where colleagues connect around a common goal, giving our passengers the best airport service in the world.

There is a world of opportunity at Heathrow. You'll reach your full potential within our inclusive and supportive culture, whilst helping us to deliver our ambitious plans. Not only are we growing to welcome millions more passengers each year, we're also transforming our industry. Sustainability is at the heart of Heathrow and we're leading global efforts on decarbonisation, so that aviation continues to be a force for good in our world.

Taking the journey with us means living our values. Doing the right thing. Keeping everyone safe. Working together. Treating everyone with respect. Giving excellent service. Improving every day. Our ever-changing airport runs on teamwork and creativity. A career at Heathrow is welcoming, diverse, challenging, exciting, and rewarding.

Join Heathrow and grow your career in an airport that matters to millions.

Our rewards

We offer competitive salaries and excellent benefits, along with performance-based annual bonuses, our longer-term Share in Success Bonus plans, generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we'll support you to be at your best inside and outside work. And we'll provide learning and development opportunities to help you reach your full potential.

Working Location

Our agile approach offers the opportunity to combine home working with meetings, events and training at the airport. All roles involve some on-site working each week, so you'll need to be based in the UK and within a commutable distance to Heathrow.

Sustainable Travel to work

Heathrow's Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.

Equal Opportunities
As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger - not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With four diversity networks, we champion inclusivity and celebrate individuality.

About the Team

At Heathrow, we're passionate about delivering the best airport service in the world. It's an ambitious goal, where success depends on the crucial work of our Services team. These are the people that keep things moving across the airport, working closely with stakeholders to ensure that everyone unites behind a common goal.

The Services team strive to create a seamless experience across the whole passenger journey, from Heathrow's road and rail network, to the award-winning terminals and VIP offering. First and foremost, it's about delivering excellent operational performance on the day, every day. For those in Engagement and Solutions Delivery, it's also about continuously looking for new ways to drive improvement and push the boundaries of the service Heathrow can deliver.

You'll join a team that instinctively knows how to keep things flowing and what makes people tick. It's about being friendly, focused and helpful - stepping in before you're even asked. You'll be working in a rewarding environment, with training and support so you can always be at your best and grow your skills. Most importantly, you'll be given real accountability and a chance to take ownership. This is an opportunity to make your mark on the experiences of countless passengers.

Join Services and be an incredibly important part of our recovery, as we ramp up and welcome passengers back to the airport.
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