Monitoring Support Manager

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Key Information

Job title – Monitoring Support Manager
Grade – Band 2 
Salary- £40,000- £45,000 
Location – Palestra / Hybrid
Contract Type – Permanent-TFL  

Overview of project/role

The Performance Monitoring Team is responsible for collecting and monitoring the performance of bus operators in undertaking their contracts with London Bus Services Limited (LBSL). The team is also required to provide assessments and data to support business decisions as part of the tendering and performance management. Accuracy of the data is business critical.

Mileage and Quality of Service Indicator (QSI) data is used to determine mileage payments to bus operators and whether penalties or bonus payments are applied under Quality Incentive Contracts. The jobholders are required to manage the day-to-day collection, retrieval and reconciliation of bus operated mileage data and QSI data from bus operators in accordance with the terms of their contracts with TfL, ensuring data is complete, accurate and produced to strict timescales. The jobholder will also provide support for the Performance Monitoring Manager as and when required.

Key Accountabilities 

• Manage the production of mileage and QSI data ensuring accurate performance data is continually provided to the business under strict deadlines.
• Manage and monitor the Mileage coding/submission/finalisation process ensuring that the iBus MTV mileage coding process has been completed by the bus operators within strict deadlines. Ensure the capture, verification and recording of accurate mileage information from bus operators. Identify any issues arising and from the submitted data and ensuring an effective resolution by querying, investigating and adjusting coding as necessary prior to system finalisation.
• Manage the QSI survey design process ensuring changes are implemented prior to iBus base version releases.
• Manage the 'Data Appeals' process from Bus Operators to considering appeals with respect to iBus observations and make recommendations based on recorded events or system issues as to whether data should be excluded.
• Manage the impact of missing, incorrect or duplicated schedules on the mileage coding and QSI collection processes ensuring that appropriate action where schedules held on TfL systems do not correspond to the operated service.
•  Ensure the mileage submission revert process is tightly controlled, with appropriate guidelines and effective liaison with bus operator coding contacts.
•   Manage the daily and weekly variance and exception processes for mileage data arising from iBus.
• Manage the process of investigations, ascertain causes, liaising with relevant stakeholders including T&D and bus operators, maintaining a log of explanations and resolutions. Manage process for resolution and ensure that discrepancies are explained.

 Skills, Knowledge & Experience 

 Skills  

• High standards numeracy and literacy are essential.
• Good inter-personal, influencing and communication skills (verbal & written) with proven capability of exercising diplomacy, imagination, maturity, common sense, confidence and initiative.
• Ability to achieve results through others within conflicting to ensure that qualitative and quantitative targets are delivered.
• Good analytical skills with an ability to interpret large amounts of data, solve complex problems and make judgements under minimum guidance are essential.
• Good keyboard skills and competent in use of the Microsoft Office software suite including Power Point, Excel, Word and Outlook.

Knowledge 

• An appreciation of the bus operating environment in London, its terminology and statutory role and requirements together with a thorough understanding of the monitoring requirements of LBSL contracts with bus operators is essential.
• A sound understanding of Bus Operations systems used by Performance Monitoring, particularly iBus, BCMS, Hyperion and Adiona. Busnet, Caasar and FBS.
• Expertise in analysing business processes, business systems and technical systems to clearly define business and analytic requirements is desirable.
• Knowledge of the reporting processes of CentreComm is desirable.
• A thorough understanding of the business processes that the job holder is responsible for is essential.

 Experience 

• A sound educational background, ideally to ‘A’ level standard, with good grades in Mathematics and English Language to GCSE level, or equivalent is essential.
• Proven experience of using databases for data input and interrogation and working with trend analysis and large volumes of numerical data.
• Experience of working to tight deadlines without compromising high standards of accuracy whilst balancing the needs of a number of key stakeholder groups is essential.

Application Process 

The closing date for applications is Wednesday 4th February 2026 @ 11:59pm  We may close this advert early if we receive a high volume of suitable applications.

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. 
 
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
 
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. 

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