Performance Manager – Arriva London

Location: Arriva - Finsbury Park

Reporting to: Head of Performance Routes

Arriva London is looking for a Performance Manager to help improve the reliability and performance of our bus services across London.

You will use data from multiple sources to identify where services can improve, working closely with control centre, operational, engineering and commercial teams to turn those findings into practical action. From reviewing journey times to supporting new route launches, your work will help deliver better journeys for passengers and stronger performance across our TfL contracts.

Key responsibilities

• Analyse daily performance data to identify improvements and efficiencies across performance, operational and engineering teams.
• Work with Route Performance colleagues to build a high-performance culture and share best practice across Arriva’s control centres.
• Support the Senior Performance Manager in developing continuous improvement strategies across control centre teams.
• Investigate service performance issues, recommend solutions and support their implementation.
• Improve operational staff awareness of route performance issues through clear communication.
• Support the introduction of new technologies to improve route performance, analysis and reporting.
• Produce accurate, achievable route performance forecasts and targets.
• Review performance against tender expectations using applications such as CitySwift.
• Carry out running time reviews with scheduling colleagues to identify opportunities for improvement.
• Work with commercial and functional colleagues to develop high-quality tender submissions.
• Work with TfL to deliver proposed tender plans and network amendments.
• Negotiate outcomes that support both London’s passengers and business objectives.
• Actively support route mobilisation, helping new services launch successfully.
• Build strong relationships with garage teams and driving staff through regular visits focused on improving performance.
• Maintain effective working relationships with TfL, London borough representatives and transport industry peers.
• Provide cover for the Senior Performance Manager during periods of absence.
• Promote safe working practices and comply with Arriva’s Health, Safety and Environmental Management System.

What we’re looking for

• Knowledge of TfL bus control processes, the London bus network and the Bus Action Plan.
• Strong data analysis skills, with the ability to identify trends and turn findings into clear recommendations.
• An understanding of route performance measures and how operational decisions affect service reliability.
• Experience managing or working with diverse teams to deliver improvements.
• Strong communication and relationship-building skills, with the confidence to work across different functions.
• The ability to produce realistic forecasts, set targets and monitor progress.
• A practical approach to problem-solving and continuous improvement.
• Knowledge of health and safety requirements and a commitment to maintaining compliance.

What success looks like

• Improved Quality Incentive Contract (QIC) earnings through better Excess Waiting Time (EWT) and on-time performance.
• Performance above the Minimum Performance Standard across all operated TfL routes.
• Support for achieving staff cost and QIC revenue budget expectations.
• Successful internal and external audits.
• Strong relationships with garage teams, driving staff and TfL.
• High-quality contributions to new contract bids and services that meet or exceed internal and external targets.

What we offer

• Arriva Village – access to discounts and offers across a range of retailers.
• Arriva bus pass – free travel on Arriva bus services.
• TfL bus operator pass – travel benefits in line with scheme eligibility.
• Company pension scheme.
• Training and development to support your progression within Arriva.
• The opportunity to influence how London’s bus services perform and make a difference to passengers’ everyday journeys.

The role may also include other reasonable duties to support changing business needs and personal development.