Performance Manager - Operations

Key Information

Job title: Performance Manager - Operations
Salary: Circa £60,000
Grade: Band 3     Contract type: TfL     Reference: 5093
Team: Road User Charging     Directorate: Chief Customer & Strategy Officer
Contract details: Full-time     Location: Stratford, London or Coventry with 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

Application closing date: 10 August 2026 @ 2359

All offers of employment are subject to satisfactory right‑to‑work checks.  Candidates must be able to demonstrate their right to work in the UK.  At the present time TfL is unable to offer visa sponsorship for this role. 

Overview of project/role

Transport for London’s Road User Charging (RUC) team sits at the centre of how the capital manages congestion, improves air quality, and keeps the city moving. Overseeing major schemes such as the Congestion Charge, ULEZ and LEZ, we deliver and evolve the systems, policies and digital services that support cleaner travel and reduce traffic across London. With citywide ULEZ expansion and ongoing updates to charging policy, RUC is a dynamic, fast paced environment shaping the future of sustainable transport.

As Performance Manager - Operations, you'll lead the provision, analysis and interpretation of performance data across Road User Charging and Licensing & Regulation. You'll deliver clear, accurate and impactful management information covering all Road User Charging (RUC) schemes, including Congestion Charging, air quality initiatives and traffic enforcement notice processing, as well as Taxi and Private Hire (TPH) operations.

Using data and insight, you'll help drive performance improvements across the business, identifying trends, opportunities and areas for action. You'll work closely with stakeholders to turn complex information into meaningful analysis that supports effective decision-making, operational effectiveness and continuous improvement.
You'll play a key role in ensuring performance information is accessible, insightful and aligned to business priorities, helping teams deliver excellent outcomes for customers and stakeholders.

This role also involves travelling to and working from multiple locations across the UK, for which travel expenses are provided.

Key Accountabilities

• Lead the development and continuous improvement of management information, performance reporting and analytical frameworks, ensuring accurate, timely and insightful reporting across all operational areas and service providers
• Monitor, analyse and challenge operational performance, identifying trends, risks and opportunities, and working collaboratively with service providers and stakeholders to drive continuous improvement and resolve performance issues
• Own and manage the Directorate's management information and KPI processes, ensuring performance data is robust, accessible and supports effective decision-making, operational oversight and business planning
• Lead, develop and inspire a high-performing team, setting clear objectives, managing performance and supporting the professional development and wellbeing of team members
•  Support the effective management of operational budgets and financial processes, working closely with Finance and suppliers to ensure accurate financial reporting, informed decision-making and value for money
• Deputise for the Operations & Contract Manager as required, representing the team in meetings, workshops, governance forums and presentations with service providers, stakeholders and third parties, providing clear direction and informed decision-making
• Contribute to the delivery of Directorate objectives, supporting the development of business plans, work programmes, performance measures, forecasts and operational strategies
• Prepare and evaluate business cases, cost-benefit analyses and investment proposals, ensuring expenditure is effectively controlled and aligned with operational and financial priorities
• Promote a positive safety, health and wellbeing culture, ensuring compliance with TfL's Health, Safety and Environment Management System and supporting the Surface Transport vision of "Everyone home safe and healthy every day"
• Undertake additional duties and responsibilities, as reasonably required by senior management in support of business priorities and operational delivery

Skills, Knowledge & Experience

Skills

• Proactive self-starter, confident in presenting performance data, with the ability to undertake detailed data analytics to drive performance (Essential)
• Effective decision maker with strong, demonstrable influencing, negotiation and networking skills (Essential)
• Ability to think and operate strategically and tactically (Essential)
• Working effectively with advanced technology and IT based operations systems (Essential)
• High standard of written English and numeracy (Essential)
• Proven ability to negotiate effectively and, through effective communication skills, the ability to influence others to ensure that the Mayor’s transport strategy and the objectives of TfL are met (Essential)
• Proven ability to lead and motivate experienced professionals to achieve high quality results and to coach and mentor staff in their development (Essential)
• Management and organisational skills and experience, including high level decision making and creative thinking with an ability to challenge the status quo (Essential)
• Ability to build and maintain a useful network of contacts and working relationships, internally and externally (Essential)
• Recognise the importance of customers and demonstrate a commitment to ensuring they are satisfied and well served (Essential)
• Ability to rapidly understand and analyse new information while challenging assumptions, identifying conflicting information and resolving inconsistencies (Essential)

Knowledge

• Detailed knowledge of management information systems and the modelling and implementation of complex performance indicator regimes (Essential)
• Ability to interpret and present findings in a clear, concise manner (including the creation and use of tables, charts and graphics to summarise results) and to convey outputs from complex data models in a way that can be clearly understood by non-technical audiences (Essential)
• Application of advanced analysis methodologies (Essential)
• Educated to Degree level or equivalent (numerical discipline preferred) (Highly desirable)
• Understanding of relevant supplier contractual arrangements (Highly desirable)
• Ability to understand and develop contractual documents and requirements (Highly desirable)

Experience

• Relevant experience in a similar or relevant position in a corporate or public sector environment (Essential)
• Extensive experience of data management, analysis and reporting including the use of database and spreadsheet applications, with the ability to use moderately complex models, specialised Business Intelligence tools and applications (Essential)
• Extensive experience in analysing, interpreting and reporting on complex data (Essential)
• Experience and sound understanding of Management Information systems and data dimensions (Essential)
• Experience in managing the design, through to implementation, of operational and legal aspects of management information systems and contractual performance indicators (Essential)
• Experience in the representation of an organisation internally and externally to stakeholders up to senior level (Essential)

Additional Information

Interviews for this role are scheduled to take place from 07 September 2026.

Application Process

• Please apply using your CV and a one-page cover letter
• Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter
• PDF format preferred and do not include any photographs or images

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion and aim to reflect the diverse communities we serve. We believe that a diverse workforce enables us to deliver better services and outcomes. Our goal is to make our recruitment as inclusive as possible. As a Disability Confident Leader, we actively encourage applications from disabled people. As part of the Disability Confident scheme, we aim to offer an assessment or interview to candidates who apply via the scheme where the minimum essential criteria for skills, knowledge and experience have been met. In some circumstances, it may not be practical to offer an interview or assessment to every candidate who applies through the scheme and meet the minimum essential criteria; in these situations, we select candidates who best meet the minimum criteria for the job rather than interviewing all who meet them.

Across all recruitment activity, we recognise that selection methods may vary depending on the nature and scale of the campaign and will be applied fairly, consistently and proportionately in line with our Disability Confident commitments.   

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 but mostly include the below:

• 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
• 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
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

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

Vetting Process

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter (https://tfl.gov.uk/corporate/careers/our-vetting-process) explains the checks we 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.