Head of Performance - Routes

Role Purpose

To lead and own route performance across all London operations, delivering against contractual, operational, and financial targets. The role is accountable for driving service reliability, improving operational efficiency, and maximising QIC revenue through effective leadership of the Route Performance function.

Key Responsibilities

Performance Ownership

Take full accountability for route performance across all operated services, ensuring compliance with Transport for London contractual standards.

Deliver improvements in Excess Wait Time, punctuality, and service reliability.

Identify and resolve root causes of underperformance, ensuring sustainable fixes rather than short-term interventions.

Leadership & People Management

Lead, manage, and develop the Route Performance team, including Performance Managers and control-centre teams.

Build a high-performance culture focused on accountability, pace, and decision-making.

Ensure consistent standards and approaches across all teams and operating areas.

Drive staff development, coaching, and succession planning.

Operational Strategy & Control

Oversee real-time service control strategies across the network.

Ensure effective management of disruptions, incidents, and service recovery.

Lead Gold Control during major incidents in line with Business Continuity plans.

Provide senior oversight to ensure consistent and effective operational decision-making.

Commercial & Financial Accountability

Own and deliver QIC revenue in line with budget expectations.

Manage and control Route Performance team staff costs.

Contribute to high-quality tender submissions, ensuring performance commitments are realistic and deliverable.

Understand and manage the financial implications of operational performance.

Continuous Improvement & Innovation

Lead initiatives to improve route performance through data-led analysis and insight.

Implement new technologies and tools to enhance operational control and reporting.

Drive cross-functional improvement programmes to increase efficiency and reduce performance risk.

Challenge existing processes and embed best practice across the operation.

Stakeholder Management

Build and maintain effective working relationships with Transport for London and other key stakeholders.

Engage with London boroughs, trade unions, and industry partners to support service delivery.

Represent the business in performance reviews, audits, and operational forums.

Cross-Functional Collaboration

Work closely with Operations, Engineering, and Commercial teams to ensure aligned delivery of performance objectives.

Support mobilisation of new contracts to ensure strong performance from day one.

Lead cross-departmental initiatives that improve end-to-end operational performance.

Key Relationships

Internal

Directors and senior managers

Operational and garage teams

Engineering and fleet teams

Commercial and bid teams

External

Transport for London

London borough representatives

Trade union representatives

Industry peers

Knowledge, Skills & Experience

Strong knowledge of TfL bus performance frameworks, including QICs and control processes.

Proven experience managing managers within a fast-paced operational environment.

Demonstrated ability to deliver measurable performance improvements.

Strong analytical capability with a data-driven approach to decision-making.

Experience managing budgets and delivering financial targets.

Excellent stakeholder management and communication skills.

Understanding of Health & Safety and regulatory compliance requirements.

Success Measures

Achievement or outperformance of TfL Minimum Performance Standards across all routes.

Delivery of QIC revenue in line with or above budget.

Reduction in repeat performance issues and improved service consistency.

Effective leadership and development of the Route Performance team.

Strong and credible relationship with Transport for London.

Contribution to successful tender bids and contract mobilisation.