Operations Manager

Job Purpose

The Operations Manager is responsible for overseeing the full scope of operations related to the maintenance of over 1200 bus/ taxi shelters across Singapore. This role includes vendor and customer management, contract management, ensuring service delivery compliance, and driving profitability through effective P&L management. The Operations Manager will guide a project operations officer, monitor performance, develop processes, and foster relationships with key stakeholders to ensure optimal functioning of the bus/ taxi shelter network.

Responsibilities

Bus/ Taxi Shelter Maintenance & Operations:

• Develop and implement strategies for the proactive maintenance, cleanliness, and safety of all bus shelters.
• Oversee daily operations with appointed vendors to ensure shelters are well-maintained, including structural integrity, cleanliness, lighting, and overall appearance.
• Establish and maintain a preventive maintenance schedule to reduce downtime and extend the lifecycle of assets with appointed vendors.
• Work with vendors to implement an effective system for reporting, tracking, and resolving issues related to shelter maintenance, repairs, and upgrades.
• Identify areas for process optimization and implement solutions to streamline operations and reduce costs

Contract & Service Level Agreement (SLA) Management:

• Manage existing maintenance contracts, ensuring compliance with terms, SLAs, and operational requirements.
• Monitor contractor performance, conduct regular reviews, and address issues in a timely manner to maintain quality service delivery.
• Oversee the timely and cost-effective execution of all maintenance and repair works for the bus shelters.
• Vet client and contractor submissions to ensure adherence to applicable regulations, including LTA, and internal standards.

Financial Management:

• Oversee the financials of the bus shelter maintenance operations, ensuring effective budget management and financial control, with regular reporting to management.
• Monitor and track operational expenses, contractor costs, and other financial elements for optimisation where possible
• Identify opportunities for cost savings, process improvements, and resource optimisation while maintaining high operational standards.
• Identify opportunities to deliver additional revenue through goods and services to be procured under ad hoc buys.
• Responsible for billing administration to customers and vendors.

Team Leadership & Operational Oversight:

• Lead and manage the operations officer, ensuring the effective and efficient execution of daily business and operational functions related to bus shelter maintenance.
• Provide mentorship and training to team members, ensuring a high standard of performance and fostering professional development.
• Resolve operational issues by analysing situations, identifying potential problems, and working with stakeholders to find and implement solutions.
• Establish clear operational goals not otherwise specified in contract and ensure team alignment with company objectives.

Stakeholder Management:

• Build and maintain strong relationships with key internal and external stakeholders, including contractors, government agencies, and clients.
• Work closely with contractors to ensure alignment on project timelines, deliverables, and quality standards.
• Engage in regular communication with senior management, providing updates on operations, performance, and key initiatives.

Reporting and Documentation:

• Prepare and submit timely and accurate operational reports to management, highlighting key metrics, performance reviews, and financial summaries.
• Track progress against KPIs, SLAs, and financial targets, ensuring that objectives are met and exceeded.
   

Qualifications & Work Experience

• Degree/Diploma in Engineering, Facilities Management, or a related field.
• At least 6-8 years of experience in operations management, with a proven track record in facilities or asset management (preferably in public infrastructure or transportation).
• Supervisory experience, with the ability to lead and motivate a team effectively.
• Strong experience with contract management and financial management.
• Proven track record in delivering high-quality operational services, especially in environments with strict compliance and regulatory requirements.

Skills

• Strong leadership and team management skills, with a focus on collaboration 
• Exceptional problem-solving abilities, with the capacity to handle multiple tasks under pressure and meet deadlines.
• Excellent communication skills, with the ability to engage effectively with internal teams, external contractors, and stakeholders.
• Proficiency in MS Office Suite (Excel, PowerPoint, Word), Power BI and experience with asset management or maintenance management systems is a plus.
• Good understanding of industry regulations, health & safety standards, and best practices in facility maintenance.
• Results-driven, with a strong focus on achieving targets and continuous improvement.
• Proactive and highly driven with the ability to anticipate challenges and implement preventative measures.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• Ability to work independently while being an effective team player.