Claire Mann has returned to Transport for London (TfL) to lead as the organisation’s Chief Operating Officer.
Commissioner, Andy Lord said: “Claire’s outstanding experience in transport and customer service will be invaluable. Her customer-centric approach aligns perfectly with our vision for a greener, stronger London.”
She was most recently Managing Director of South Western Railway (SWR), but had previously been Director of Bus Operations and General Manager for the DLR, Claire brings extensive industry knowledge. She succeeds Glynn Barton and is eager to deliver an excellent customer experience across all of TfL’s varied and vital services.
At a crucial time for London’s transport network as it supports the capital’s recovery from the pandemic, Claire is responsible for ensuring TfL’s directly operated and contracted services and operations are planned and managed effectively to provide a safe, efficient, reliable and high-quality service to customers.
The role sees Claire lead the planning and delivery of services on the Tube, Elizabeth line, London Overground and Docklands Light Railway (DLR) as well the bus and tram networks, cable car and Santander Cycle Hire. She will also have responsibility for the management of TfL roads and road infrastructure, policing and security of the transport network and TfL’s regulation of the taxi and private hire industry.
Claire, who has more than two decades of experience in the transport sector and has held a number of senior leadership roles in the rail industry, returns to TfL after three years at South Western Rail (SWR) – one of the UK’s largest train operating companies.
At SWR, she led a business with an annual turnover of £770m, comprised of 5,500 colleagues and running more than 1,500 train services a day from London’s busiest railway station, Waterloo. Claire adapted the business to a post-pandemic environment and steered SWR to becoming the first Train Operating Company to launch a roadmap to Net Zero by 2040. She has been involved in the introduction of a £1bn fleet of new trains, including the construction of a state-of-the-art train care facility, and led the £26m modernisation of the Island Line on the Isle of Wight.
At TfL, Claire served as Director of Bus Operations between 2017 and 2021, where she was responsible for the day-to-day delivery of the capital’s 9,200 -strong bus fleet – Europe’s largest.
Her previous roles include Director for DLR, Operations and Safety Director at Arriva Trains Wales, General Manager East at the former First Great Western (now GWR) and Customer Service Director at London Overground.
Claire is a non-executive Director on the Railway Safety Standards Board, a Fellow of the Chartered Institute of Logistics and Transport (UK) and a Board Governor of the Chartered Institution of Railway Operators.
Speaking in December, when it was announced she was joining TfL, Claire said: “I’m delighted to be returning to TfL to lead its operations, which are key to the success of the London economy, at this important time. I am passionate about delivering an excellent customer experience across all of TfL’s varied and vital services and helping TfL and London to prosper.
“I look forward to meeting and working with all of the colleagues who work so hard every day to provide Londoners and millions of visitors with the seamless and reliable services that London is renowned for around the world. I would like to thank the incredible team at South Western Railway for all their support over the last three years and am proud of all we have achieved together.”
