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Metro Operations Director Middle East / Europe 2 M/F

Date:  4 mai 2021
Lieu: 

AE

Filiale:  Keolis SA
Type de contrat:  CDI

Keolis

 

Metro Operations Director Middle East / Europe 2 M/F 

Exploitation 

 

Implanté dans 16 pays, Keolis transporte chaque année 3,3 milliards de voyageurs sur différents réseaux notamment à Lyon, Melbourne, Boston, Rennes, Cardiff, Hyderabad…

Leader mondial de l'exploitation de métro automatique et de tramway, Keolis s'appuie sur une politique d'innovation avec l'ensemble de ses partenaires et filiales – Cykleo, Effia, Keolis Santé, Kisio - pour développer de nouvelles offres de mobilité partagée créatives et novatrices : trains, bus et cars, trolley bus, VTC collectifs, navettes fluviales et maritimes, vélo en libre-service, auto partage, navette autonome et téléphérique urbain.

Keolis est le partenaire des décideurs publics qui souhaitent faire de la mobilité partagée un levier d'attractivité et de vitalité pour leurs territoires. En France, Keolis est leader français du transport de personnes à mobilité réduite,  n°1 du transport sanitaire et n°2 du stationnement grâce à sa filiale EFFIA.

Filiale à 70% de la SNCF et à 30% par la CDPQ (Caisse de Dépôt et Placement du Québec) , le Groupe compte 65 000 collaborateurs dans le monde et a réalisé un chiffre d'affaires de 5,9 milliards d'euros en 2018 en croissance de 9.9% (54% réalisés en France).

 

Missions

 

The main missions of the Metro Operations Director, will be to ensure that every day the service we provide is safe, punctual and delivered with the highest standards of operational excellence and customer service.

 

In terms of Network and Operations Planning, he/she will have to:

  • Develop and implement an operational excellence strategy that ensures that Keolis operates at world class safety levels for employees and passengers
  • Ensure all operations plans are established to deliver the highest standards of safety, reliability and customer satisfaction including: planned disruptions, unplanned disruptions, seasonal plans
  • Review and ensure the deliverability of all proposed timetable changes, and identify opportunities for further enhancement of service schedules.
  • Ensure best for business staff rostering that will enable optimal service delivery and labor costing.

 

In terms of Service Delivery, he/she will have to:

  • Enhance the passenger experience through developing a deep and strong customer service ethos throughout the organization where all employees ‘think like a passenger’
  • Deliver consistently excellent operational performance through the implementation of sound operating processes, an appropriate operational plan, well designed & effectively resourced organization, effective management of network changes, disruption & seasonal events
  • Monitor and ensure the provision of fully trained, committed and competent staffing to deliver on our services
  • Work productively with peers to ensure all other key drivers of customer satisfaction are being addressed, including: security, ride quality, cleanliness, staff attitude and customer service training.
  • Ensure that at all times, passenger information is provided to the highest quality in accordance with our principle of ‘thinking like a passenger’.
  • Lead the operations crisis management in instances of incidents causing significant operational impact.
  • Ensuring the Service Delivery organization operates as cost effectively as possible with no compromise on safety and a focus on service quality.

 

In terms of Service Improvement, he/she will have to:

  • Ensure the appropriate operational performance monitoring is in-place, opportunities for improvement identified and relevant plans in place to enable continuous improvement of customer experience
  • Establish proactive and predictive trend analytics to enable early identification of potential/emerging operational issues and their avoidance/ early resolution
  • Ensure accurate and timely reports to enable continuous improvement of all aspects of service delivery to enable increasing customer satisfaction.
  • Establish task project teams as relevant to address emerging operational challenges to minimize their impact whilst ensuring the continuity of services.

 

In terms of Stakeholder Relationships, he/she will have to:

  • Positively influence Keolis reputation through excellent stakeholder relationships
  • Represent Keolis at industry events in order to enhance organizational reputation
  • Ensure productive approach to client relationship management as it relates to service delivery.
  • Input to Keolis stakeholder management plan to ensure all relevant stakeholder needs are taken into account
  • Maintain a positive and productive relationship with relevant staff representatives.

 

In terms of Managerial Leadership, he/she will have to:

  • Role model leadership to the organization through exemplary behaviors and demonstration of organizational values
  • Improve manager–employee relationships through effective management in accordance with organizational leadership principles
  • Ensure focus on improving individual and collective capability to deliver the organizational strategy and plans
  • Talent pool management to build succession and identification of potential
  • Ensure action planning from annual employee survey to set industry benchmark for employee engagement.

 

Profil

 

The Metro Operations Director needs to:

  • Have minimum 15 years’ experience as a Director of Operations in a metro / light rail operation
  • Understand a complex railway operations and the key disciplines required to deliver operational excellence
  • Have experience at Executive level within a complex railway organization
  • Have experience of successfully implementing change in a difficult environment
  • Have experience of managing a senior team with operational/safety accountabilities within a large organization
  • Have experience of successfully influencing organizational culture and raising capability through a systemic approach
  • Have the ability to represent Keolis as a credible ambassador to regulatory bodies, the client and senior stakeholders
  • Be fluent in English
  • Have leadership qualities of the highest standards, be able to interact effectively with all levels of the organization and create/lead a high performing senior management team
  • Key personal traits : Forward thinking, proactive, resilient, sound judgement, innovative, driven by a relentless pursuit of excellence
  • Have the ability to influence wider organizational culture through systemic, sustainable approaches


Segment de l’offre d’emploi: Operations Manager, Manager, Law, Relationship Manager, Operations, Management, Legal, Customer Service