Service Operations Manager, Ccl

2 weeks ago


Singapore SMRT Corporation Ltd Full time
Service Operations Manager, CCL

Job Purpose

The Service Operations Manager manages and coordinates the overall operations of a cluster of train stations in a given zone.

He/She supervises the station staff to ensure the daily operations of stations and train services. He/She is also responsible for meeting the performance standards, safety requirements, service standards, and regulatory requirements.

  • He/She is responsible for managing and investigating all incidents within his/her zone. He/She will coordinate the response and recovery efforts during rail incidents and accidents. During special events, he/she will plan and manage crowd management measures to ensure a safe and secure environment.
  • He/She will carry out inspections to ensure that the station facilities and equipment are safe and serviceability in accordance to prevailing operational requirements and regulatory standards. He/She will also implement continuous improvement initiatives to enhance overall rail services.
  • He/She possesses strong leadership and people management skills. He/She will implement and synchronise organisational operating procedures and requirements across the different train stations and operations teams under his purview. He/She will also coordinate and conduct refresher training to ensure currency of station staff in performing their duties.

Responsibilities

The Service Operations Manager is responsible to:

  • Ensure the operational performance, discipline and welfare of all staff under his zone.
  • Ensure that the stations under his/her charge are safe and secure for staff and commuters.
  • Ensure the competency and proficiency of all staff are maintained.
  • Ensure the operational readiness of station facilities and equipment within the zone.
  • Ensure the delivery of high service standards within the zone.
  • Manage any incidents/accidents within the zone in accordance to Ops Procedures / Work Instructions.
  • Take personal responsibility, commitment and integrity to fulfil the Critical Work Functions and Key Tasks assigned herewith.
  • Attend Fire Safety course and serve as a Fire Safety Manager as required.
  • Be part of Company Emergency Response Team where one is expected to undergo CERT course
  • Every staff in Circle Line is responsible for their own as well as their Team's Safety. Staff shall uphold the CCL Safety Mission and 3 principles to complete tasks, perform duties, fulfil the goals of the organization, and adhere to the individual roles and responsibilities.

Qualifications & Work Experience

  • Working experience in a frontline customer service industry and ability to work under stressful situations.
  • Possess experience in managing a group of up to 50 staff and dealing with multiple government agencies and maintenance branches.
  • Able to calmly respond, handle and resolve operational issues and incidents.
  • Expected to be on standby 24/7 and respond to any incidents that require his/her presence on site.

Skills

Technical skills include:

  • Specialized knowledge
  • Specific expertise
  • Hard skills

Generic skills include:

  • Abilities (e.g. Communication, problem solving, numeracy etc)
  • Other characteristics such as personal characteristics


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