Service Operations Manager (NSEWL)

Job Purpose

As Service Operations Manager (SOM), you are responsible for the operation and administration of all the train stations within a designated zone.  The SOM shall lead and motivate the station staff within the zone to achieve excellent service standards.  This includes managing incidents and emergencies, such as train service disruptions.

The SOM is required to respond to any incidents and/or emergencies on the ground at all times, or official matters outside of the stipulated working hours. During an occurrence in the station which affects service standards, to make sound decision and to resolve/mitigate the situation.

Responsibilities

1.    Operational Matters

• Regularly check station premises, records, and controlled documents.
• Ensure fault reporting and station cleanliness matters have been followed up.
• Has oversight of the fare operations and handling of lost property.
• Ensure staff update on operational matters.
• Respond to train service delays or disruptions.
• Provide management emphasis on safety.
• Ensure that the service standards are met.
• During train service disruptions, to take on the role of Incident Officer (IO) / Assistant Incident Officer (AIO) / Station-In-Charge (SIC) as assigned.  As IO, he / she will take overall charge of the situation at the incident station and provides directions to the AIO and SIC to assist in managing the situation.  The IO will subsequently put up the incident report, with inputs from the AIO and SIC.

2.    Administrative Matters

• Prepare staff monthly duty roster and performance incentive bonus.
• Keep and maintain staff records.
• Submit monthly reports on occurrences at stations.
• Ensure new instructions, circulars, memos are conveyed to station staff.
• Ensure that incidents are reported timely.
• Ensure that all controlled documents are maintained and updated by station staff.
• Conduct investigation on customer feedback, incidents and accidents, cash discrepancies and audit findings.

3.    Training

• Supervise, assess, and roster station staff for training and refresher drills and develop their competence.
• Conduct required training.
• Provide counselling to the employee with service lapses.

4.    Leadership and People Management

• Manage and motivate station staff.
• Maintain good conduct and discipline of station staff.
• Conduct performance appraisal of SMs and ASMs.
• Conduct regular dialogue sessions and brief staff on any lessons learnt or reminders.

5.    Regular contact with the internal and external stakeholders as and when needed:

• Divisions / Departments / Branches in SMRT Trains: Ensure a smooth operation of stations, trains, maintenance, and projects. Ensure equipment and facilities are well maintained and faults are reported quickly. Administration on Human Resource matters.
• Corporate Information & Communications: Issues related to public feedback, complaints, and suggestions.
• SMRT Commercial: Issues related to operations for tenants/tenants’ feedback.
• SMRT Safety & Inspectorate: Issues related to safety and security processes.
• Land Transport Authority (LTA): Facilitate LTA staff in carrying out audit work at the stations.
• Singapore Civil Defense Force (SCDF) and Singapore Police Force (SPF): Handling of incidents in the stations.
• National Environment Agency (NEA): Issues related to environment and pest control.
• Transit Security Contractor: To follow up with the security company on absence of security officers and ensure that security checks are carried out diligently.
• Cleaning Contractor: Follow up on feedback in the level of cleanliness as reported by station staff and ensure that the issue is addressed.
• Other Contractors: Carry out checks that contractors comply with safety procedures while working in the stations.
• Visitors: Carry out briefings for visitors on the station facilities and the operations.

The duties and responsibilities listed is not comprehensive and related duties and responsibilities may be assigned.

Qualifications & Work Experience

• Bachelor’s degree in relevant discipline, or 3 years of relevant experience.
• Experience in managing a group of 50 staff in a unionized environment.
• Experience in dealing with government agencies and regulatory bodies in a highly regulated environment.
• Experience in handling incidents of considerable impact to the public and requires calm and swift handling of situation on the ground.

Skills

Technical skills include: 

• Proficient in Word, Excel and PowerPoint.

 
Generic skills include: 

• Customer service oriented.
• Likes to work with people of all levels.
• Committed and has passion for work.
• Positive and open mind-set.
• Meticulous and alert.
• Ability to lead, plan and organize a multi-functional workforce in a multi-tasking frontline environment.
• Ability to drive and achieve results.
• Ability to foster teamwork.
• Ability to think creatively and innovatively.
• Ability to work under stress and pressure.
• Ability to communicate effectively and write clearly.
• Effective interpersonal skills.
• Proficient in English and preferably in one other official language.