Operations Supervisor - Tram

The purpose of this position is to manage stations and to supervise tram drivers to deliver a safe, reliable, world class and customer focused station environment. Required to manage the real-time on-site timetables and schedules of the Tram Drivers.

MAIN RESPONSIBILITIES

• Lead, by example, a team of customer service and tram drivers to deliver a safe, reliable, world class and customer focused tram services.
• Responsible in taking specific outcome of customer satisfaction surveys and audits to stations and implements corrective actions to ensure that station operations are all committed to keeping the benchmark always high.
• Responsible for coaching, mentoring, managing tram drivers and customer service operators.
• Investigate and report incidents and service delays, providing appropriate reports and recommend corrective and preventive actions.
• Provide assistance to the training department to deliver training courses.
• Act as the key training resource and expertise for tram operations courses.
• Manage the delivery of Competency Management System (CMS) assessments and ensure that the tram drivers and customer service operators are trained, regularly assessed and certified to perform safety critical activities based on the Competency Management System.
• When dealing with customers, ensure that matters are handled tactfully and sensitively as appropriate and strictly follow the procedures and work instructions of the organisation.
• Enforce necessary procedures to ensure the safety of members of the public and DTAS employees.
• Perform Tram Driver duties as appropriate, operate passenger vehicles in all operating modes as required.
• Perform regular safety reviews and inspection of Tram Drivers and Customer Service Operators job performance.
• Plan and coordinate with the OCC for deployment of customer service staff and tram drivers on the mainline / depot to provide effective response to train failures, recovery and rescue support for emergency situations.
• Provide effective communications and information with internal and external in an efficient and timely manner.
• Carry out controlled/uncontrolled/emergency evacuation of tram and stations.
• Undertake a comprehensive check of all station equipment and facilities to ensure that they are in good order.
• Control and avoid overcrowding on station platforms and to ensure that passengers are entering/exiting the station in an orderly fashion.
• Assist passengers with special needs.
• Deal with cash management.
• Conduct employees Performance Review, handling disciplinary and grievances.
• Perform operational and emergency duties when required.
• Perform and carry out other duties as instructed / directed by the Operations Manager or General Manager.
• Support the Operations Manager to conduct investigations into near miss incidents and acts of irregular and unsafe working.
• Awareness of the Integrated Management System and the content of the Health, Safety,Quality & Environment and Information Security Policy Statements.
• Understanding of personal responsibilities and contribution to achieving compliance with the Integrated Management System requirements, (including but not limited to competence to perform safety critical roles, legal requirements, control measures arisen from environmental impacts and aspects, job safety analysis and information security risk assessment) and the potential consequences of departure from the arrangements in place to deliver the commitments stated in the policies statements above.
• To exercise a personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions.
• To use safety equipment (including PPE) as required and intended and observe that this is also enforced among subcontractors and third parties working in Keolis-MHI’s controlled premises/systems.
• Promote a good HSQE and Information Security culture among their peers, subcontractors and third partie.
• Lead by example and look at ways to conserve energy, water and resources and minimise the generation of waste through personal performance and raise recommendations on how to improve existing processes on this regard within/outside their departments through their Line Manager, Departmental Safety Meetings and any other appropriate available channels.
• Protect information assets and data including both electronic and paper based from all threats whether internal, external, deliberate or accidental.
• Promote a good HSQE and Information Security culture among their peers, subcontractors and third parties.

KEY SKILLS

• Ability to liaise in a professional and persuasive manner with staff at all levels in the organisation.
• Ability to understand complex systems.
• A mature, proactive and responsible approach to work with initiative and problem-solving ability.
• Strong organisational skills, detail oriented, and the ability to handle multiple priorities.
• Excellent communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.
• Good literacy and numeracy skills required for the role.
• Must have good eyesight and normal colour vision.
• Possess strong PC skills including proficiency with MS Outlook, Word, Excel and Power Point applications and ability to learn new software-based applications.
• Holder of a valid UAE driving license with good driving skills and experience.

EXPERIENCES

• Minimum 5 years management experience in managing a team of front-line staff is essential.
• Minimum of 2 years, preferably 3 years, of leading a team of drivers in providing transport services.
• Minimum of 7 years in different operation jobs (driver, senior driver, service controller,…).
• Thorough understanding of station operations, associated activities, policies, procedures and company KPIs.

EDUCATIONNAL QUALIFCATIONS

• Ideally a degree holder in a related discipline.
• Preferably a certified passenger train driver.