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Performance Improvement Specialist

Main Purpose

Enable SWR operational delivery stakeholders to research, design, implement and track performance improvement initiatives with the over-arching purpose of improving the punctuality of our train services resulting in improved customer satisfaction.

Principal Accountabilities

  • Assist with the creation of the performance improvement and performance risk mitigation plans due for delivery each rail financial year. Accountabilities included within this submission:
    • Work with the SWR performance analysis team to develop insights into the causes of train service delay
    • Attend initial stakeholder engagement meetings and follow-up meetings
    • Negotiate performance improvement and risk mitigation delay minute budgets
    • Own the performance improvement and risk mitigation documents and the updating of them by their owners
    • Write/update the submission document for performance improvements and risk mitigations
    • Communicate the overall company delay minute budgets to the executive group
    • Document the ‘lessons-learned' from this process and implement changes to improve next year
  • During the course of the year, assist the operational functions to further refine, track and report the progress of their performance improvement and risk mitigation plans by:
    • Attending functional performance meetings when required
    • Ensuring that the functions are updating their documents
    • Ensuring that the periodic results vs. budget are represented accurately in the documents
    • Attending Performance Steering Group (PSG) and assisting the Heads of Functions to present the progress of their plans on a periodic basis
    • Working with the performance analysis team to refine the performance forecast
  • Cross-cover your peer Performance Improvement Specialists on an as-needs basis i.e. to cover leave or support during times of increased workload
  • Based on trigger points of delay incidents, arrange Incident Learning Reviews (ILRs) and track actions in a centralised database
  • Engage with your Network Rail route counterparts to assist with the creation and tracking of their performance improvement and performance risk mitigation plans. Conduct bi-lateral challenges to improve the process for both South Western Railway and Network Rail.
  • Be a member of one or more of the strategic areas of focus groups as part of the Joint Performance Improvement Centre (JPIC). Assist these groups to achieve their goals.
  • Assist with preparation of the periodic SWR Executive Performance Group (EPG) attended by the SWR Managing Director
  • As part of a roster in the Performance Team, host the daily performance review conference call.

Minimum Requirements

  • A passion for a punctual train service for our customers
  • First rate stakeholder engagement skills. The successful applicant will be personable and have the confidence to challenge senior managers while maintaining an effective working relationship
  • Excellent communicating, negotiating and influencing skills
  • A self-starter that takes the initiative without requiring direction
  • A knowledge of the rail industry and of drivers of customer satisfaction
  • High level of numeracy, and good analytical skills
  • Ideally, must be able to manipulate data in excel to produce graphs from pivot tables

 Working Pattern

Working on average 37 hours per week.

Office hours.

Close map
London Waterloo
Waterloo Road, Lambeth, London, United Kingdom, SE1 8SW
  • Ref:
  • Company:
    South Western Railway
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    London Waterloo
  • Closing Date:
    29 May 2020
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