Operations Service Supervisor

The Operation Service Supervisor will sit within the Operation Services Team to support in developing and implementing project work plans for the continuous delivery of developmental projects within the Passenger Services Department.

Main Responsibilities:

Strategic

1.     Contribute to the achievement of the Key Performance Indicators by setting smart business objectives for achieving the target of the RTA         survey and carry out focus groups and developing training materials to improve the overall KPI performance.

2.     Submission of improvement plans for Metro Network Signage proposals based on agreed standards and developments.

3.     Benchmark Metro Network Signage with other Subsidiaries and meet client requirements.

4.     Perform and carry out duties instructed by the Operation Service Manager / Passenger Service Manager.

5.     Evaluate projects success and provide recommendation or reports that identify issues and opportunities to improve performance.

Financial

1.     Reduce cost and assist in improvement of customer related products, Metro Network Signage, RTA Survey and other assigned tasks.

2.     Supervise and initiate procurement activities when required.

3.     Support the development of cost saving initiatives and the delivery of process improvements.

Stakeholder / Customer

1.     Meet and elevate the KPI performance for RTA Survey and reports submissions.

2.     Develop, maintain and improve business relations with the client and other job associated parties.

3.     Develop and maintain relations with clients, as required, to establish strong interfaces while presenting a professional image.

Operational 

1.     Act as “Events Coordinator” to ensure that the special event plan is followed and implemented accordingly as instructed by Head of Passenger Services / Senior Manager Operation Services.

2.     Surveillance of RTA survey reports and support the attribution requirement.

3.     Carry out station inspection to ensure Metro Network Signage is as standard and approved method of installation.

4.     Identify issues to be resolved for the enhancement of passenger services, utilising surveys and other customer related data.

5.     Interact clearly, constructively and positively with all organizational departments and participate actively to ensure projects are completed effectively and with minimal disruption to planned events.

6.     Ensure compliance with all training requirements of Keolis-MHI and always adhere to these whilst in employment.

7.     Report any accidents, incidents, breaches or potential breaches to appropriate management.

Capability / People 

1.   Assist the Senior Manager Customer Happiness and the Service Delivery Team by coaching, mentoring and inspecting the Group Station Supervisors, Stations Masters, Station Agents, and Customer Service Agents, and train attendants when necessary.

2.     Ensure compliance with the Keolis-MHI Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards.

3.     Ensure security and integrity of all data provided including the reporting of performance, finance and customer information - reference Keolis-MHI non-disclosure policy.

4.     Plan and execute staff engagement activities based on directives from Operation Service Manager / Passenger Service Manager and based on the annual Staff Engagement plan.