Executive, Station Operations

Job Purpose

Report to Service Operations Manager to ensure smooth operations of Station Operations of Thomson-East Coast Line.

Responsibilities

•    Takes charge of the daily operations of all station facilities and services during shift

•    Manages and reports all incidents and emergency situations 

•    Checks and ensures that appropriate signs are put up during a major service disruption to keep passengers informed and updated.   

•    Conducts regular inspection and monitors station premises to ensure that facilities, equipment and structures within the station premises are in good working condition. He/She is also responsible for reporting and following up of these faults to ensure they are rectified promptly.

•    Provides excellent customer service to all passengers. 

•    Monitors and supervises the Station Managers (SM) / Assistant Station Managers (ASMs) in their daily duties. 

•    Performs administrative duties meticulously and systematically.

•    Manages cash and all other fare related matters.

•    Supports in the planning and reviewing of Contingency Plans / Emergency Response Plans / Crowd Control Plans, including supporting major event in station.

•    Ensures that appropriate actions are taken on passengers who: 

• Use concession tickets illegally (ticket inspection) 
• Travel without a ticket 
• Do not comply with Rapid Transit System (RTS) Act.

•    Operates or man the train upon instructed and to provide quick response towards train faults and alarms, while ensuring that any delays are kept to the minimal.

•    Review and analyse the Safety and Security statistics; including reviewing safety & security trends, effectiveness of safety & security measures, identify safety & security initiatives, prepare the Annual WSHC Improvement Plan, review and support the conduct of Annual Safety Inspections (ASI) and other inspections (Station or Train related).

•    Maintain the Departmental Enterprise Risk Register and manages the various Management Systems (ISO standards) as Management Representative (MR) and/or the various Documents in the department as Document Control Officer (DCO).

•    Plan and conduct Training (Ab Initio and refresher drills) for staff members.

•    Provide feedback and inputs to the training curriculum especially when doctrines or SOPs have changed and training manuals etc have to be updated.

•    Monitor Public Transport Customer Satisfaction Survey indicators and improve customer touchpoints and streamline existing processes from lessons learnt.

•    Drive Service Excellence and Kaizen awareness and culture.

•    Undertakes department-level duties (Station Ops-related) to support the overall management of the safe and efficient running of the railway.

Qualifications & Work Experience

Degree in Engineering discipline

Skills

•    Able to perform shift work including working on weekends and public holiday
•    Enjoys communicating with people and is service oriented.
•    Able to work in a fast-paced and customer-facing environment.
•    Possesses a service-oriented mindset and pleasant disposition. 
•    Able to multi-task effectively when responding to station operation requirements