OCC Duty Manager

Oversee the management of the operational service to ensure safe and efficient operation, considering customers' requirements and performance targets and provide operational leadership and the strategy to improve our ability to communicate internally and externally during normal, degraded & emergency operations.

KEY RESPONSIBILITIES

Strategic

• To provide operational leadership and the strategy to improve our ability to communicate externally during normal, degraded & emergency operations.
• To provide the operational response required for the new RTA process of EMT reporting.
• Produce and review operational and failure management procedures and contingency plans.
• Monitor and control all aspects of Competence Management for Control Room staff, including personal development plan of control room.
• Develop and train the control room staff in emergency response tactics in accordance with work instructions and procedures.
  
  Stakeholder / Customer

• To be the key interface with the client on operational matters and update them regularly.
• To provide the operational response required for the new RTA process of EMT reporting.
• Liaise with external emergency services and other Keolis MHI department’s staff as required to minimise service disruption.
• Maintain and foster good working relationships with Keolis MHI, RTA, DURL, other transport and regulatory bodies.
• Maintain and foster good working relationships with staff in a variety of disciplines throughout Keolis MHI Dubai Metro, resolving potentially conflicting issues and proactively leading solutions to issues.

Operational

• Oversee the management of any incident which occurs on the railway by coordinating and directing resources accordingly.
• Improve speed of response to incidents (act as silver command in the OCC) with accurate information of any delays affecting the Dubai Metro service in line with the escalation process.
• Overall supervision and coordination of train services.
• Out of normal office hours the post holder is the senior operating official on duty.
• Ensure on shift, the safe operation of the railway in accordance with current legislation, policies, standards, procedures and work instructions.
• Oversee shift operations, including all control room and operational functions to ensure the train service operates to timetable and is properly regulated to provide the customers with a safe and efficient service.
• Utilize the resources of all operational staff whilst on shift.
• Monitor, report and act on issues affecting operational performance.
• Ensure incidents and delays are dealt with safely, efficiently and with minimum disruption.
• Ensure that staff and customers are kept fully informed of any operational incidents or associated service variation affecting customer service by monitoring and directing performance of Information Security Controllers.
• Provide input into the preparation of detailed train schedules/timetable requirements to meet business objectives and service targets.
• Ensure Permit to Work arrangements are checked.
• Attend engineering planning meetings subject to operational demands.
• Act as the central coordinator for any incident, service disruption or systems failure.
• Ensure effective coordination with maintenance staff via the Engineering Controller in the event of failures, incidents and emergencies.
• Take control and ensure the prompt response tactics are performed during events/incidents in order to mitigate the effect of any disruption to the service.
• Notify the Operations Manager of any incident/emergency situations that require the activation of incident control.
• Perform shift and emergency duties when required.
• Conduct ‘shift by shift’ reviews of service delivery performance and prepare reports and provide data for the Operations Manager and Operations Director on related information.
• Ensure that end of shift reports are collated, checked and submitted to the Operations Manager and concerned parties.
• Provide input into the preparation of detailed train schedules / timetable requirements to meet business objectives and service targets.

Capability / People

• Undertake on-going review of incidents as they develop, taking decisions to improve the handling of the incident by directing resources as necessary and recommending courses of action.
• Ensure Keolis MHI Dubai Metro Key Performance Indicators are at the forefront of the Duty Manager’s decision making, at all times.
• Understand and accept their responsibilities with regard to staff performance and ensure that staff under their control is aware of performance requirements.
• Monitor staff performance, including collecting and recording evidence, and making judgments about individual performance.
• Identify and recognize good and poor performance.
• Make sure that only competent staff carries out work which has a safety dimension, unless staff is working under competent supervision.
• Ensure that competence records are up to date and checked.
• Direct supervision of control room staff; Senior Controller, Train Controller, Depot Controller, Engineering Controller, Information & Security Controller, Assistant Information Controller as necessary for train operations.
• Ensure all direct reports are up to date with Keolis MHI Competency Management System (CMS).
• To set example to all staff with professional and positive attitude, following all rules and procedures.
• Pro-actively identify areas for continuous improvement.
• Recruitment as delegated by Operations Manager.
• Mentor and develop team members as part of succession planning.
• Manage the deployment, performance and duty allocations of OCC staff on shift. Lead, motivate and encourage the shift team. Monitor and control all aspects of Competence Management.
• Deputise for Deputy Operations Manager as requested by Operations Manager.
• Perform and carry out other duties as instructed/directed by the Operations Manager and Deputy Operations Manager.

DIMENSIONS

• Office environment. Occasional travel may be required.

CHALLENGES

• Respond to disciplinary and grievance procedures.
• An understanding of factors affecting service quality, safety and customer needs.
• Knowledge and understanding of the requirements and workings of the performance regime.
• Lead OCC team during normal and degraded operations, taking ownership of the entire network.
• Mentor OCC Senior Controllers.

KEY COMPETENCIES

Technical Competencies

• An experienced railway manager with detailed understanding and working knowledge of safety rules, regulations and emergency procedures and an understanding of relevant legislation.
• A working understanding of rolling stock, signalling and control room functions.
• An understanding of factors affecting service quality, safety and customer needs.
• Knowledge and understanding of the requirements and workings of the performance regime.

Behavioural Competencies

• Decisive and capable of working under extreme pressure with the ability to take overall command of service variance and incidents and co ordinate and control resources in an organized and decisive manner.
• Good communication skills and the work productively in a fast-paced, team-oriented environment.
• Mentor and develop team members as part of succession planning.
• To set example to all staff with professional and positive attitude, following all rules and procedures.
• Pro-actively identify areas for continuous improvement.

Min. Qualifications

GENERAL ACCOUNTABILITIES

• Adhere to the company's HR policy. Values diversity and KM policy of Valuing All People.
• Performs the duties only for which they are trained and certified.
• Acts in a safe manner and work within the safety policies for own workplace, including wearing PPE andimplementing protection arrangements asapplicable.
• Ensures the health, safety and welfare of themselves and others are not affected by their acts or omissions.
• Reports safety incidents promptly and renders helps in case of emergency while maintaining own safety.
• Complies with the Company’s policies and procedures.
• Demonstrates a strong understanding of the company's Information Security Management System (ISMS) and actively participates in its implementation and maintenance. Adheres to ISMS policies and procedures to safeguard sensitive information and maintain data integrity.
• Takes responsibility for maintaining the confidentiality, integrity, and availability of company information by following established ISMS guidelines. Reports any potential security vulnerabilities or breaches to the appropriate personnel and supports the resolution of such issues in a timely manner.
• Demonstrates a strong understanding of the collaborative business relationship policy and the effectiveness of the collaborative business relationship management system, and actively participates in its implementation and embed into the Keolis-MHI business.
• Ensuring a positive attitude to environmental & sustainability initiatives & minimise negative environmental impacts.