Head of Payment Supplier Performance

Reporting into – Head of Customer Payments 

Contract – FTC up to 18 months – Permanency Possible 

Location – Pier Walk / remote working (min. 50% office-based)

Band - 5

About Us

TfL keeps London moving safely, sustainably, and inclusively, delivering the Mayor’s Transport Strategy for millions of daily journeys. Our Technology, Strategy and Revenue (TS&R) team powers this mission through secure, innovative systems that enable seamless travel.

Within TS&R, the Customer Payments team ensures customers pay the best price for their journeys. We’ve led industry-first innovations like Oyster and contactless payments, supported by an integrated revenue collection system that reliably manages fares across all TfL services.

About the Role

This is a pivotal leadership role within TfL’s Customer Payments team, focused on shaping the future of revenue collection. The Head of Payment Supplier Performance is accountable for the end-to-end performance of TfL’s payment suppliers, ensuring that services are resilient, high-quality, secure and deliver value for money. The role acts as the single point of accountability for supplier outcomes across live services, project delivery, technology, and commercial performance. 

The role provides strategic oversight and leadership of supplier performance, ensuring that contractual, operational and technical obligations are met.  Whilst managing suppliers, this role is pivotal to ensuring that the associated change as a result of our suppliers’ decisions are integrated into ways of working with TfL.  The post holder needs to be able to articulate what TfL needs to achieve for customer and define the operational and financial benefits from its payment suppliers.

Key Responsibilities

• Lead the transition to the new IRCC, ensuring continuity and resilience in TfL’s revenue collection services.
• Manage and negotiate large-scale, complex contracts, including TfL’s Revenue Collection Contract and related agreements.
• Drive performance across key Payments Contracts, covering contract entry, in-life management, and exit strategies.
• Collaborate with internal and external stakeholders—including government bodies and industry partners—to ensure seamless delivery.
• Embed risk management and resilience strategies into TfL’s revenue collection framework.
• Champion innovation and continuous improvement across interdependent systems and agreements.

About You 

This secondment offers significant scope and influence, working at the centre of TfL’s payment services during a period of change and evolution. It provides the chance to use existing experience in supplier‑led environments in a broader, more complex setting, where outcomes are highly visible and matter at scale.

The position offers exposure across service delivery, technology, resilience and performance, with real responsibility for shaping how suppliers deliver and improve critical payment services. It provides the space to develop senior‑level judgement, strengthen strategic influence and build deeper expertise in managing complexity and change.

For those looking to upskill, be stretched and put their experience to the test, this role offers meaningful challenge, strong professional growth and the opportunity to make a lasting impact on services used by millions of customers. 

You will bring:

• Exceptional stakeholder management skills, with the ability to build trust and influence at all levels internally and externally, maintaining relationships with industry leaders and stakeholder to further TfL’s world-class reputation.
• Proven supplier management skills within large scale, complex and mission-critical contracts, including negotiating terms, handling disputes and ensuring delivery excellence.
• Strategic leadership and the ability to inspire high-performing teams.
• Demonstrable confidence in managing end-to-end change across interdependent systems, balancing strategic priorities for long-term impact. 
• An understanding of fare collection systems, revenue protection and payment technologies.

If you are ready to shape the future of London’s transport payments and make a lasting impact on one of the world’s leading transport networks, we’d love to hear from you. 

Our Head of Customer Payments, Djamila Guernou, will be hosting a Spotlight Session for this role via MS Teams on Wednesday 20th May at 12noon. For an invitation and a more detailed copy of the job description, please contact Senior Executive Recruitment Consultant James Hodder on talentacquisitionandexecutiverecruitment@tfl.gov.uk

How to apply

Please submit an up-to-date copy of your CV (no more than 2 A4 pages Arial size 12) along with a cover letter (no more than 1 A4 page Arial size 12).

We recommend that you consider the motivations, skills, knowledge, and experience required for this role and ensure your application outlines where you meet these criteria.

Closing date for applications will be Monday 25th May at 23:59.

Interviews will be held in June.

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.

Equality, diversity, and inclusion
We are committed to equality, diversity, and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria.

Our city. Made better by you. 

TfL is a place that’s open to your ideas. Where you can make a tangible impact and see the positive results of your work on the people and places around you. It’s a place where you can thrive and achieve. Where you’re encouraged and enabled and empowered to feel pride in the work you do. The clue is in the name, really. We work together for a better London. A better place for everyone. Constantly improving and enhancing how we operate to shape a city of the future. 

Vetting Process  

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter explains the checks we may carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.  

Hybrid Working

Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements.

Benefits 

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the level of role and business area but mostly include:

• Final salary pension scheme.
• Free travel for you on the TfL network.
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket.
• 30 days annual leave plus public and bank holidays.
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow. 50% time in the office.
• Private healthcare discounted scheme (optional).
• Tax-efficient cycle-to-work programme.
• Retail, health, leisure and travel offers.
• Discounted Eurostar travel.
• TfL employees can access electric vehicles through salary sacrifice, making them more affordable. Whether brand-new or preloved, the scheme helps you save on tax and NI while making a greener choice.

Terms and conditions:

NPL Applications 

Applications to internally advertised roles can only be accepted from temporary workers who are on PAYE terms via agency, or PAYE via Umbrella Companies. Temporary workers who are paid through their own limited companies are not covered by the Agency Worker Regulations and are ineligible to apply.