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Duty Operations Manager 2018
Various locations
Contract type
Service proposition
Closing date

An opportunity has arisen to join the Heathrow Express Operations Team as a Duty Operations Manager


Overall purpose of the role and key accountabilities

  • Minute by minute management of train performance (including service disruption and recovery).
  • Minute by minute management of operational safety.
  • Minute by minute management of asset performance including effective implementation and management of fault reporting and corrective action processes.
  • Day to day management of the Heathrow Express Control Room including effective rosters, competence, training, recruitment and driving a high performance culture.
  • Change management


Technical aspects of the role

  • Train performance – right time dispatch, right time arrival, financial penalties etc.
  • Disruption Management – adherence to agreed contingency plans. Effective communications.
  • People Management – HECR compliance, appraisals, PDPs etc.
  • Accident and investigation – Safety recommendations and mitigating actions recorded and introduced.
  • Business Resilience input and contribution


Key responsibilities


  • Provide effective direct line management for Service and Operations Controllers (HECR). This includes behaviour management in line with company values, leading investigations into grievances, disciplinary, misconduct or absence matters and ensuring these are handled in accordance with the agreements..
  • Indirect management of front line Duty Managers (and staff) – currently Duty Station Managers, Driver Performance Managers, Performance Delivery Managers, Sales Managers, Customer Hosts and Drivers.
  • To work closely with the Head of Drivers (inc their team) ensuring drivers deliver on time train performance. To work closely with the Head Of Customer Service (inc their team) ensuring station staff maintain high levels of safety, security and support train performance.
  • To work closely with the Safety Team and Standards Manager(s) ensuring operational processes, contingency plans and emergency plans are fit for purpose and understood by all relevant parties (Heathrow Express Control Room).
  • Development of effective and collaborative working relationships with key business partners and stakeholders including Heathrow Airport Limited, Network Rail and Great Western Railway.
  • Ensuring that Service and Operations Controller are managed through competence management systems including the availability of competent personnel and resources to meet the Railway Group and our own internal Standards.





Our Values


At Heathrow Express, the way we behave is equally as important as what we achieve. Everyone needs to ensure they support our values which guide our decisions in the way we work. Our behaviours show us what good looks like on a day to day basis, and are the everyday demonstration of our values. They include six key values:


Keeping Everyone Safe

Treating Everyone with Respect

Giving Excellent Service

Working Together

Doing the Right Thing

Improving Every Day


Leadership behaviours


As a leader of Heathrow Express the ‘Duty Operations Manager’ will demonstrate our values consistently and adhere to each of them. The ‘DOM’ will also encourage others to contribute towards these values and address where we fall short. The ‘DOM’ will manage and lead the operation as-well as act as Ambassador for the Business.


Full Job Description is available from

Closing Date for this role is 16th October 2018

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