Operations & Performance Manager

Key Information

Job title: Operations & Performance Manager

Salary: Circa £53,000     Grade: Band 3

Contract type: TfL     Reference: 3317

Team: Road User Charging     Directorate: Chief Customer & Strategy Officer

Contract details: Full-time     Location: Stratford, London E20 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: 27 January 2026 @ 2359 hours

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, the business area delivers and evolves 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.

We’re looking for Operations & Performance Managers to join our busy team.

You’ll be responsible for making sure our Road User Charging (RUC) operations run smoothly—whether that’s managing contracted services, leading internal delivery teams, or working with our partners. Your focus will be on driving high performance and great customer service across all areas of RUC, from Congestion Charging and air‑quality initiatives to wider traffic enforcement activity. You’ll provide clear, confident operational leadership that protects income, enhances service quality, and strengthens performance across every scheme we run.

This role involves travel and working from multiple locations across the UK, for which travel expenses will be provided where necessary.

Key Accountabilities

Your duties will include, but not be limited to:

• Manage all services and suppliers including contracts, agreements and service levels, using dataled performance insights to protect income and ensure cost effective delivery
• Oversee a broad portfolio of operational and technical services such as customer and business operations, enforcement and debt recovery, and infrastructure and system delivery
• Monitor and manage on street infrastructure using analytics to maintain enforceability, ensure legal compliance and uphold high standards for signage, road markings and network performance, working closely with other directorates and suppliers
• Build strong operational relationships with customers, road users and stakeholders, resolving concerns and improving performance through clear ownership of end to end engagement
• Lead effective communication and engagement with suppliers, delivery partners, customers and stakeholders
• Recruit, lead and develop the team ensuring clarity of accountabilities and delivery against established performance targets
• Support budget management and financial decision making by contributing to RUC’s P&L, ensuring decisions reflect financial impact and remain within budget or drive income growth
• Deputise for senior managers by supporting effective management regimes, chairing meetings and engaging with suppliers to maintain consistent, high performance across all contracted services

Skills, Knowledge & Experience

Skills

• Effective decision maker with strong, demonstrable influencing, negotiation and networking skills (Essential)
• Ability to think and operate strategically including the ability to drive performance from data and customer feedback (Essential)
• Work effectively with IT based operational systems and technologies that enable RUC to be delivered (Essential)
• Excellent oral and written communication skills with ability to work and think accurately in high pressure situations including delivering presentations and complex, politically sensitive information to external audiences (Essential)
• Proven ability to lead and motivate experience 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 (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)

Knowledge

• Knowledge of working within a legal framework including the ability to read and interpret legislation and apply this to an operation (Essential)
• Detailed knowledge of the operational management of high value, customer facing large transaction based contracts (Essential)
• Knowledge of using data to drive high performance and working with internal and external suppliers in a high-pressure environment ensuring that they deliver high performance (Essential)
• An understanding of Road User Charging legislation and relevant Traffic Enforcement legislation including relevant legislative legal frame works such as Traffic Management Orders and Scheme Orders (Highly desirable)
• A good understanding of the management of high volume transactional customer contacts centres and customer service environments, Road User Charging and the enforcements and notice processing of such schemes and the management of such services through rough clear risk based quality performance regimes and reporting mechanisms (Highly desirable)

Experience

• Experience and success in managing outsourced contracts delivering customer-focused operational services in a challenging multi-disciplinary environment (Essential)
• Experience of monitoring and management of service providers internal and external to deliver to high performance standards, interpreting performance data and devising strategies and solution to deliver results (Essential)
• Experience in representing of an organisation internally to senior manager/director level including presenting at senior level meetings (Essential)
• Experience of working in  fast paced operation managing issues through to resolution and responding to changing operational and customer demands whilst planning and setting goals and targets for the operation to deliver to (Essential)

Application Process

• Please apply using your CV and a one-page covering 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. 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. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

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 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
• 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.