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Service Operations Manager, Circle Line

 

Job Purpose

The Service Operations Manager (SOM) is responsible for the daily operations of the group of stations and staff assigned to him. He/she is to ensure those stations and staff under his/her charge deliver a high level of customer service and are competent in their work - being equipped to respond to all emergency situations based on operating procedures in the station.

 

The SOM is also required to conduct refresher drills for the staff and support in crowd control duties during special events. He/she will ensure his/her staff work in a safe and secure environment. He/she is required to conduct investigations of feedback and incidents when required. 

 

The SOM works on normal office hours, but is expected to be on standby 24/7 and respond to any incidents that require his/her presence on site. 

 

The SOM will counsel staff whose performance has lapsed or fallen below expectations and conduct the Annual Performance Appraisal for all his/her staff.

 

Responsibilities

Safety and Security
•    Ensure safety of passengers, staff, contractors and public in the stations.
•    Ensure safety and security procedures are understood and adhered to by all staff.
•    Oversee the transit security guards in stations to safeguard and protect the people and property within stations.

 

Customer Service
•    Involved in setting customer service standards.
•    Ensure that the customer service standards are met.
•    Conduct investigations on feedbacks received. 
•    Provide counselling to staff with service lapses.

 

Reliability
•    Emphasise on timely opening and closing of stations and prompt response by staff in dealing with station / train emergencies.
•    Identify operational gaps and communicate with staff on areas of improvement.

 

Leadership and People Management
•    Manage and motivate station staff under his/her charge.
•    Ensure that SMs, ASMs, SAs and TSPs carry out their duties diligently, effectively and efficiently.
•    Communicate and ensure that station staff understand and execute all relevant new or amended procedures at all times.
•    Maintain good conduct and discipline of station staff.
•    Supervise and assess station staff on training and refresher drills and ensure their competency. 
•    Conduct job interviews and give performance appraisal for SMs and ASMs.

Station Operations, Equipment and Facilities
•    Follow up with the respective maintenance teams to ensure efficient performance of equipment in the stations.
•    Work closely with the cleaning contractors to ensure the standards of cleanliness in stations are met.


Arrangement for Works and Inspection
•    Ensure that SMs and ASMs follow all safety procedures in granting access to working parties, contractors, and any persons who carry out work in the station premise.  
•    Manage incidents and emergency situations in station.
•    Conduct regular dialogue sessions and brief staff on any lessons learnt or reminders.

 

Administration
•    Maintain and approve staff claims and comply with MOM working hour restrictions.
•    Submit monthly reports to MSO on occurrences at stations. 
•    Ensure new instructions, circulars, memos are conveyed and understood by station staff. 
•    Ensure that incidents are reported to Management in a timely manner.
•    Ensure that all controlled documents are maintained and updated by station staff.

 

Qualifications & Work Experience

 

  • Preferably having a Bachelor Degree in an Engineering discipline or an Engineering Diploma with at least 5 years of supervisory experience in a large organisation.
  • Working experience in a frontline customer service industry and ability to work under stressful situations. 
  • Possess experience in managing a group of up to 50 staff and dealing with multiple government agencies and maintenance branches. Able to calmly respond, handle and resolve operational issues and incidents.

We regret that only shortlisted candidates will be notified.

About SMRT Corporation

SMRT Corporation Ltd (SMRT) is a public transport services provider. Our primary business is to manage and operate train services on the North-South Line, the East-West Line, the Circle Line, the new Thomson East-Coast Line and the Bukit Panjang Light Rail Transit. This is complemented by our bus, taxi and private hire vehicle services. 

An exciting and rewarding career is waiting for you at SMRT. Join us and embark on a journey that matters. You Matter – we take care of you and your well-being. Your Work Matters – your ideas and contributions work towards building the future of our transport system and create positive impacts to the community. Your Development Matters – we offer diverse careers and learning opportunities for our people to grow you to the fullest of your potential.

Come onboard the SMRT journey today.

Vision
Moving People, Enhancing Lives

Core Values
Integrity, Service & Safety, Excellence

 

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