Operations Service Manager

The Operation Service Manager will sit within the Operation Services Team to support in developing and implementing project work plans for continuous project execution and delivery of customer service improvement within the Passenger Services Department.

The Operations Service Manager will report to the Senior Manager Customer Happiness and will work closely with / may take instruction from the Service Delivery Team.

MAIN RESPONSIBILITIES

Strategic

• Develop and implement project work plans and review as appropriate to meet changing needs and requirements.
• Study the trend of customer feedback/complaints and set improvement actions based on business requirements and standard policies and procedures.
• Creation and submission of quarterly reports on customer service performance rates which can or may be shared with the client based on the requirement.
• Setting goals and delivery of Passenger Etiquette Campaigns by incorporating passenger behavior trends.
• Comply with all Keolis-MHI Policies and Standard Operating Procedures and all local regional or contract-related policies and procedures.

Financial

• Reduce cost and support in the improvement of customer-related products, Metro Network Signage, RTA Survey, and other assigned tasks.
• Participate actively as a project team member to improve department efficiency, reduce costs, and assist in the improvement of products through customer experiences.
• Supervise and initiate procurement activities when required.
• Support cost-saving initiatives and delivery of agreed process improvements.

Stakeholder / Customer

• Establish and maintain effective internal and external working relationships, participating (when required) in external organizations and sector projects.
• Support in developing and maintaining relations with clients, as required, establishing correct interfaces and presenting professional image.
• Ensure compliance with all training requirements of Keolis-MHI and always adhere to these requirements while in employment.
• Meet and elevate the KPI contractual agreement.

Operational

• Act as “Events Coordinator” to ensure that the special event plan is followed and implemented accordingly as instructed by the Head of Passenger Services / Senior Manager of Customer Happiness.
• Plan, identify risks, review, and formulate action plans and report progress of specific tasks/assignments given by the Head of Passenger Service.
• Manage and communicate with third parties partnership if or when required.
• Monitor the performance of the service delivery team and ensure actions are addressed to satisfy the committed KPIs.
• Conduct level 2/3 investigations as directed by the Head of Passenger Service or Senior Manager of Customer Happiness.
• Address and implement improvements actions resulting from investigations or based on operational experience.
• Contribute to the achievement of the KPIs according to the targets agreed upon or assigned by the Head of Passenger Service.
• Lead in passenger and staff engagement activities and ensure completion as per the set target date of project delivery and manage logistical requirements to ensure project delivery.
• Lead and motivate the team, including coaching departmental supervisors or team leaders.
• Contirbute to the development and maintenance of standard operating procedures and work instructions with the Passenger Service Manager, Senior Manager, and Head of Passenger Services.
• Contribute to the achievement of the Key Performance Indicators according to the targets agreed with the Head of Passenger Services.

Capability / People

• Perform and carry out duties as instructed by the Senior Manager of Customer Happiness and work closely with the Service Delivery Team to identify and define project requirements within the department.
• Ensure the on-going competence of all team members and arrange any training that may be required to ensure the up-skilling of staff and the continuous development of staff capability.
• Develop training materials based on recent business trends in customer service areas and contribute to the overall improvement of customer-related surveys and reduction of customer complaints.
• Carry out training sessions or focus groups to develop and implement newly improved strategies to reduce customer complaints and maintain customer service accreditation.
• Understand and support the annual Performance Review Database gathering and present the required information to relevant Line Managers.
• Ensure that the employees understand how they contribute to department and organizational objectives and conduct mid-year and end-year appraisals to identify any sub-standard performance or behavior and ensure  corrective action is taken through employee development plans.

KEY COMPETENCIES 

• Operational Knowledge – Thorough knowledge of the station & train operations, peer management, roster arrangements, operations, general operations control centre functions and associated activates.
• Work Instructions & Processes – Awareness and understanding of the relevant work instructions and procedures.

KEY SKILLS

• Fluent in English.
• Good literacy and numeracy skills required for the role.
• Ability to understand complex system and possess good IT skills.
• Strong organisational skills, details oriented, and the ability to handle multiple priorities.

EXPERIANCE

• Preferably 3 years (minimum 2 years) experience in supervising a team of front-line staff delivering custom services in a metro station or equivalent.
• Must have a minimum of 6 months prior experience working in a Project Support role within Keolis-MHI Dubai Metro.

EDUCATIONAL QUALIFCATION

• Ideally a degree holder or higher diploma of post-secondary education in a related discipline.