Overview

Location: North Greenwich, London UK

Salary: £35,000 - £40,000 plus fantastic benefits

This is an opportunity to join our Customer & Strategy (C&S) function, undertaking a new role in setting direction and supporting delivery for the benefit of our customers, colleagues and our city. Our Technology & Data (T&D) team underpins TfL’s operations, combining customer payments, project delivery, technology development, and service operations. Together, we deliver cost-effective, reliable, secure and innovative technology and data services.

In T&D’s Customer Payments team, our focus is on enabling millions of journeys across London’s transport network every day, ensuring that our customers pay the best price for their travel. Our innovation and ambition have revolutionised travel payments through our Oyster smartcard system and by being the first transport authority to launch contactless payment acceptance. We achieve this by providing world-class, efficient payment solutions within an integrated revenue collection system, ensuring fares revenue is collected safely and reliably across all services (London Underground, Buses, River, Overground, Tramlink, TfL Rail, DLR, Train Operating Companies, and Cable Car).

About The Role

The purpose of this role is to manage the general administration of all documents and correspondence between TfL and its Contractors relating to compliance to the payment systems contract. The primary tool to achieve this will involve the management of the Document Management System (DMS) supporting the Integrated Revenue Collection Contract (IRCC). This role will ensure that approximately 200 users, including super users and knowledge administrators, can perform their roles effectively. This includes access and permission management, DMS training, workflow management and reporting, quality assurance and continuous improvement. Additionally, the role supports the Contract Delivery Manager in maintaining quality assurance and governance in contract management by overseeing compliance across functional areas responsible for the day-to-day IRCC delivery.

Key Accountabilities

• Maintain and oversee all aspects of the IRCC’s DMS, ensuring the accurate storage, triage and compliance of approx. 40,000 documents per annum to ensure effective system performance to meet contractual obligations
• Ensure robust version control, folder structures and access/permission management for over 200 TfL users to manage the system efficiently and prevent exposure to contractual risks impacting revenue collection service delivery
• Act as the primary point of contact for addressing and communicating DMS issues to the TfL Document Manager Application team and system users, and coordinate with Technology Service Operations’ (TSO) support team to manage workflows, metadata, and system updates - ensuring fit-for-purpose system performance at all times
• Lead communication on system updates and enhancements, providing training and distributing materials such as DMS User Guides to improve user satisfaction and drive optimised performance from the system
• Generate reports identifying trends and insights to improve contractual and systems performance and implement improvements in data gathering, reporting processes, analytics and system usage to maximise contract compliance and efficiency, ensuring value for money delivery to support TfL's financial sustainability
• Provide comprehensive administrative support to the Contract Delivery Manager, including managing registers, tracking key contract milestones, coordinating document submissions, and ensuring adherence to governance requirements
• Support cross-functional teams by providing guidance on contract-related documentation and governance, acting as a liaison between business units and compliance authorities to facilitate innovation and change

Knowledge

• Knowledge of technology tools and systems used in Information Management and reporting [Essential]
• Extensive knowledge of Microsoft Office applications, especially Excel for data analysis purposes [Essential]
• Understanding of the transport industry, revenue collection, TfL's Integrated Revenue Collection Contract and TfL’s strategic objectives [Desirable]
• Advanced understanding of PowerBI and/or similar reporting tools [Desirable]

Skills

• Strong organisational skills & attention to detail [Essential]
• Highly motivated with a track record of delivery in a timely and professional manner [Essential]
• Proficient in Microsoft Office applications, including Excel for data analysis [Essential]
• Ability to make data driven recommendations [Essential]
• Excellent communication and stakeholders management skills managing all levels [Essential]
• Strong planning, coordination and risk management skills [Essential]
• Strong relationship building skills with internal and external stakeholders [Essential]
• Innovative mindset to challenge and enhance existing processes [Desirable]

Experience

• Experience in Information Management processes and controls in large organisation [Essential]
• Experience managing Document Management Systems (e.g. SharePoint; OpenText Content Server) [Essential]
• Experience in managing metadata, workflows and permissions on Document Management Systems [Essential]
• Experience identifying and delivering cost reduction opportunities [Desirable]
• Experience of working collaboratively in both large and small teams [Desirable]
• Experience of making effective recommendations based on comprehensive data analysis with consideration of competing factors [Desirable]

Benefits

• 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
• 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

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.

Many of our staff work flexibly in many different ways. Please talk to us at interview about the flexibility you need. We'll see what we can do.

We understand a confidence gap can get in the way of meeting spectacular candidates. So please don’t hesitate to apply if you think you have what it takes even if you feel you don’t meet all the criteria. We’d love to hear from you.