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 will be rotated to perform Ops duty (Day/Night) to ensure the daily readiness of all station and train operations.
In particular, he/she will be the first responder to coordinate recovery actions, perform investigations and raise incident report as required.
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:
Qualifications & Work Experience
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