Service Operations Manager, CCL

Job Purpose

The Service Operations Manager manages and coordinates the overall operations of a cluster of train stations in a given zone. He/She supervises the station staff to ensure the daily operations of stations and train services. He/She is also responsible for meeting the performance standards, safety requirements, service standards, and regulatory requirements.

He/She is responsible for managing and investigating all incidents within his/her zone. He/She will coordinate the response and recovery efforts during rail incidents and accidents. During special events, he/she will plan and manage crowd management measures to ensure a safe and secure environment.

He/She will carry out inspections to ensure that the station facilities and equipment are safe and serviceability in accordance to prevailing operational requirements and regulatory standards. He/She will also implement continuous improvement initiatives to enhance overall rail services.

He/She will be rotated to perform Ops duty (Day/Night) to ensure the daily readiness of all station and train operations. In particular, he/she will be the first responder to coordinate recovery actions, perform investigations and raise incident report as required. 

He/She possesses strong leadership and people management skills. He/She will implement and synchronise organisational operating procedures and requirements across the different train stations and operations teams under his purview. He/She will also coordinate and conduct refresher training to ensure currency of station staff in performing their duties.

Responsibilities

The Service Operations Manager is responsible to:

• Ensure the operational performance, discipline and welfare of all staff under his zone.
• Ensure that the stations under his/her charge are safe and secure for staff and commuters.
• Ensure the competency and proficiency of all staff are maintained.
• Ensure the operational readiness of station facilities and equipment within the zone.
• Ensure the delivery of high service standards within the zone.  
• Manage any incidents/accidents within the zone in accordance to Ops Procedures / Work Instructions.
• Take personal responsibility, commitment and integrity to fulfil the Critical Work Functions and Key Tasks assigned herewith.
• Attend Fire Safety course and serve as a Fire Safety Manager as required.
• Be part of Company Emergency Response Team where one is expected to undergo CERT course
• Every staff in Circle Line is responsible for their own as well as their Team’s Safety. Staff shall uphold the CCL Safety Mission and 3 principles to complete tasks, perform duties, fulfil the goals of the organization, and adhere to the individual roles and responsibilities.

Qualifications & Work Experience

• 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.
• Expected to be on standby 24/7 and respond to any incidents that require his/her presence on site. 

Skills

Technical skills include:
•    Specialized knowledge
•    Specific expertise
•    Hard skills

Generic skills include:
•    Abilities (e.g. Communication, problem solving, numeracy etc)
•    Other characteristics such as personal characteristics