Business Expert, Operations Manager

Role Overview

The Performance Expert is responsible for monitoring, analyzing and reporting operational performance across transportation services to ensure compliance with Employer requirements and contractual obligations. The role supports the Performance Manager in establishing performance frameworks, measuring key performance indicators (KPIs), identifying operational trends and driving continuous improvement initiatives. The Performance Expert works closely with operators, contractors and stakeholders to evaluate service delivery performance, verify data accuracy and provide actionable insights that enhance operational efficiency, reliability, customer experience and overall service quality.

The position requires strong analytical capabilities, experience in performance management within transportation environments and the ability to transform operational data into meaningful business intelligence.

• Monitor operational performance against established KPIs, service levels and contractual obligations.
• Collect, validate and analyze performance data from operators and service providers.
• Track performance trends and identify deviations from agreed targets.
• Support the development and implementation of performance measurement frameworks.
• Conduct performance audits and assessments to ensure compliance with contractual requirements.
• Prepare performance scorecards and benchmark operational results against industry standards.
• Support monthly, quarterly and annual performance reviews.
• Identify operational inefficiencies and recommend improvement initiatives.
• Conduct root cause analysis for performance issues and recurring service disruptions.
• Support the development and monitoring of corrective and preventive action plans.
• Assess the effectiveness of improvement initiatives and recommend further enhancements.
• Analyze reliability, availability, maintainability and operational performance indicators.
• Contribute to continuous improvement programs aimed at enhancing service quality and operational efficiency.
• Review operational datasets to ensure data integrity, consistency and accuracy.
• Develop and maintain performance dashboards, reports and analytical tools.
• Generate regular performance reports for the Employer, management team and stakeholders.
• Support the automation and digitalization of performance monitoring processes.
• Consolidate data from multiple sources and present actionable insights.
• Utilize business intelligence tools to support performance analysis and decision‑making.
• Support monitoring of operator and contractor compliance with contractual KPIs and service requirements.
• Review contractor submissions, performance reports and supporting evidence.
• Identify contractual performance risks and escalate issues where required.
• Assist in preparing performance assessments for contract management purposes.
• Ensure adherence to relevant regulatory, operational and safety performance standards.
• Liaise with operators, contractors and internal departments to resolve performance‑related issues.
• Participate in performance review meetings, workshops and governance forums.
• Support the Employer in evaluating contractor performance and service quality.
• Present analytical findings and recommendations to management and project stakeholders.
• Foster collaboration across technical, operational and commercial teams to achieve performance objectives.

• Bachelor's degree in Engineering, Transportation, Operations Management, Business Analytics, Statistics, Information Systems or a related discipline.
• Professional certifications in Performance Management, Data Analytics, Business Intelligence or Project Management are advantageous.
• Minimum 7‑10 years of experience in performance management, operations analysis or service performance monitoring.
• Experience with in transportation, public transport, mobility, rail, metro, bus, aviation or large infrastructure projects is preferred.
• Demonstrated experience in KPI management, performance reporting and operational analytics.
• Experience working in client‑side, consultancy, operator or transportation authority environments is desirable.
• Familiarity with performance‑based contracts and service‑level agreements (SLAs).
• Strong knowledge of KPI frameworks and performance management methodologies.
• Experience in operational performance analysis and reporting.
• Knowledge of transportation operations and service delivery environments.
• Proficiency in Power BI, Tableau, Excel or similar data visualization and reporting tools.
• Strong analytical and quantitative problem‑solving skills.
• Understanding of reliability and operational performance concepts.
• Experience in managing large datasets and producing executive‑level reports.