Operations Manager

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Bolton

• As an Operations Manager, you will help us drive our business forward and provide our customers with brilliant experiences, support the General Manager in supervision of all aspects of operational performance, delivering excellent customer experience, while managing a governance agenda that supports legislative, process and policy compliance.
• You’ll coach, develop, and inspire everyone in your team to perform at their best every day. You’ll lead by example and always put safety first.

• Analyse and manage information, systems, and data, in accordance with the systems matrices, to both retrospectively and proactively ensure continuous improvement of operational performance.
• Deputise for the General Manager when they are away from the operation, including reporting information to external stakeholders, such as TfGM.
• Engage front line colleagues through effective communication, active listening, and recognition.
• Ensure that the operational excellence policies and procedures are adopted within the depot.
• Management of the depot operations team in accordance with Go North West policies, standard operating procedures, and all relevant legislation.
• Work with the training function to ensure that operational teams are competently trained, and to achieve agreed establishment requirements.
• Manage driver performance, carry out job chats and catch ups.
• Support the induction and development of an engaged, talented, and high performing operations team, nurturing an innovative and continuous improvement culture.
• Conduct any disciplinary, grievance or absence management reviews in accordance with Go North West policies.
• Maintain accurate records for all aspects of operational standards and performance, including maintenance of employee files and records.
• Self‑motivated to achieve stretching targets as agreed with the General Manager.
• Work alongside operations and performance team members, fostering excellent working relationships between drivers and supervisors to ensure a consistent and excellent customer experience.
• Improve operational performance in a sustainable manner, resulting in delivery of agreed KPIs.
• Local custodian and point of contact for escalation of faults, all on‑time performance and other business systems.
• Ensure collaboration between operational and engineering team members, fostering excellent working relationships between drivers and supervisors to ensure a consistent excellent customer experience.
• Deliver agreed performance improvement plans and operational costs within budget.
• Ensure an effective working relationship with recognised trade union representatives and officials.
• Review driver establishment levels to ensure that they are appropriate and to maintain a sufficient level of drivers to cover work as economically as possible.
• Ensure driver turnover is kept to the lowest possible level, including ensuring probation reviews and exit interviews are conducted, whilst high standards of colleague conduct and attendance are maintained.

• Previous experience (at supervisory or management level) of operational management in a unionised environment.
• Knowledge of the bus and/or coach sector.
• Transport Manager CPC qualification or willingness to work towards this accreditation.
• Well‑developed communication and relationship building skills.
• Computer literate with ability to use Microsoft Office to write reports and emails clearly and precisely.
• Excellent knowledge of relevant legislation, performance indicators, company procedures and agreements relating to people.
• Building and maintaining key internal and external stakeholder relationships.

• Acting in a manner as to ensure the health, safety, welfare, environment and fire safety of yourself and others in the organisation, as well as any customers, clients, and visitors.
• Ensuring that you and any guests to any company premises understand emergency and evacuation arrangements.
• Ensuring your working environment is maintained in a safe and tidy condition.
• Acting proactively in identifying any unsafe practices or…