Senior Service Delivery Manager

The purpose of this role is to describe the position of Senior Manager - Service Delivery in the Keolis MHI organisation. The missions and activities described below are not exhaustive and may evolve to better suit the needs of Keolis MHI.

To develop strategy and exercise effective leadership in planning, development and management of stations and car parks. Through this, the Senior Manager - Service Delivery will contribute to the delivery of a safe, secure, reliable, world-class and customer focused environment within the Passenger Service Department and Dubai Metro.

KEY RESPONSIBILITIES

Strategic

1. Achieves Operations related KPI's on Direct Performance Measurement, Customer Experience, Security and QHSE
2. Manage and advise the Head of Passenger Services and Operations Director of problems relating to the station and car park service delivery
3. Monitor service delivery to satisfy the committed performance targets
4. Manage the overall outsourced Customer Service Agent contract and KPIs
5. Coordinate an ongoing safety improvement programme to reduce the risks to health and

safety, and monitor implementation of control measures and arrangements identified as necessary;

6. Ensure compliance with health, safety, welfare

Financial

1. Supervision and overseeing cash management; ticketing management, and special events P&L; 
2. Initiate and review procurement activities if needed
3. Support the development of cost saving initiatives and the delivery of process improvements
4. Participate actively as a projects team member to improve department efficiency, reduce costs and assist in improvement of products and the customer experience

Stakeholder / Customer

1. Develop and maintain relations with clients, as required, to establish strong interfaces while presenting a professional image
2. Encourage communication of information and good partnership working between departments;
3. Interact clearly, constructively and positively with all organizational departments to ensure projects are completed effectively and with minimal disruption to planned events

Operational 

1. Ensure that Passenger Services Managers, Group Station Supervisors, Station Masters, Assistant Station Masters, Station Agents, Customer Service Agents, Car Park Controllers and Car Park Attendants are adequately trained in their particular function and provide additional training and support when necessary;
2. Advise Head of Passenger Services of problems relating to the Service Delivery in a proactive and timely manner;
3. Ensure that the Service Delivery team (made up of roles under the Passenger Services Managers) maintains the required level of competency to deliver a safe Metro environment.
4. Assist the Head of Passenger Services, and Operations Excellence team by coaching, mentoring and inspecting the Train Attendant teams when necessary;
5. Full readiness to deploy station staff on the network to always provide an efficient and effective response, including during special events, peak hours, and in emergency or disrupted modes

Capability / People 

1. Complete annual and mid-year appraisals and identify any sub-standard performance or behaviour and ensure corrective action through employee development plans
2. Conduct performance reviews, and manage any disciplinary action or grievances for the Passenger Service Managers, and Group Station Supervisors;
3. Conduct performance reviews, and many any disciplinary action or grievances for the Passenger Services Manager

KEY COMPETENCIES 

    Technical Competencies

1. Thorough understanding of general station / train operations, Station / train crew management, roster arrangements, station / train operations, general depot working and OCC.

     Behavioural Competencies

1. A mature, proactive and responsible approach to work with initiative and problem-solving capability
2. Ability to liaise in a professional and persuasive manner with staff at all levels in the organization
3. Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment
4. Ability to understand complex systems and possess good IT skills;
5. Strong organisational skills, detail oriented, and the ability to handle multiple priorities; and
6. Values driven and people oriented.

MINIMUM QUALIFICATIONS