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Job description / Role
The purpose of this position is to deliver the operational and business strategy by effective leadership in the planning, development and management of the Customer Service station teams. The position includes achievement of contractual and internal targets for safety, operations performance, service reliability, achievement of customer service standards, human resource management, financial target, stakeholder management and staff engagement
Leading a team of Group Station Managers, Station Managers and Customer Service Ambassadors to deliver a safe, reliable and world class customer focused station service.
Structure and Reporting Relationship
This role sits with the Customer Experience team, reporting to the Customer Experience Director.
Key Accountabilities
Operational Excellence
• Manage the recruitment, training, and competency development of Customer Service station personnel
• Effectively manage the processes and resources to enable requirements of the passengers to be met e.g. service standard, cleanliness and provision of information;
• Support the strategic operational, planning and managing the development and implementation of policy and procedures for aligning department’s operations to the committed performance targets
• Contribute to the development and maintenance of standard Operating Procedures and Work Instructions with the broader management team and the Customer Experience Director;
• Review non-conformances raised against the department and assign resource to close out non-conformances within agreed timescale
• Approve, implement and action improvement measures resulting from investigations and / or operational experience
• Own the Competence Management System for the team and regularly audit competence records to ensure correct completion
• Monitor service delivery and manage the station team to satisfy the committed performance targets
• To be part of the “On-Call” arrangements as Gold Commander providing strategic advice, guidance and liaising with the client at the Director level during degraded and emergency operation
• Communicate and report details of incidents to senior management and public relations staff
• Develop and implement the yearly plan for the Department which include Tram, Station and Retail Support
• Responsible for the ongoing development of staff within department that includes Job Shadowing, career part development plan and secondment position
• Plan, manage and lead the allocated Station staff resources to deliver a safe, reliable, world class and customer focused station environment
• Advise the Customer Experience Director of the issues relating to the service delivery in a proactive and timely manner
• Plan and manage a safe and secure stations and Park & Ride environment and Service.
• Perform and carry out other duties as instructed by the Customer Experience Director
People and Culture
• Manage the Customer Service team to ensure outputs delivered are to an appropriate standard on time and within the allocated budget
• Comply with all SMS Policies and Standard Operating Procedures and all local regional or contract related policies and procedures
• Complete annual and mid-year appraisals and identify any sub-standard performance or behaviour and ensure corrective action through employee development plans
• Ensure all new starters receive a full departmental induction and all necessary training to become competent in their role
• Improve/maintain the staff engagement level by conducting, staff engagement activities and team building activities
• Lead, manage and motivate the team, including coaching departmental Managers or Team Leaders
Financial
• Effectively manage departmental budgets ensuring compliance to financial controls
• Maintain the Key Performance Indicators according to the targets agreed with the Customer Experience Director
• Implement the provision of the Concession Agreement as agreed with Customer Experience Director
HSQE
• To be aware of, and play an active role in the development and implementation of the Integrated Management System and the content of the Environment, Quality, Health & Safety and Information Security Policy Statements, to ensure that these are implemented within their area of responsibility;
• Understanding of personal responsibilities and contribution, and those of their staff (including subcontractors) in achieving compliance with the Integrated Management System and Competence Management System requirements, control measures and legal requirements by contributing to, or leading environmental impacts and aspects assessments, job safety analysis, information security risk assessments and competence assessments within their area of responsibility. Ensure that the results of such assessments are embedded in management systems, that these systems are communicated to those affected. Ensure that staff understand them and the potential consequences of departure from the arrangements in place;
• To exercise a personal duty of care for their own health, safety and welfare and for those affected by the acts or omissions and promote the same within their area of responsibility;
• To use safety equipment (including PPE) as required and intended and observe that this is also enforced within their departments and among subcontractors and third parties working in Serco’s controlled premises/systems
• Ensure that a good HSQE and Information Security culture is promoted within their departments and among their peers, subcontractors and third parties;
• Lead by example and ensure that ways to conserve energy, water and resources and minimise the generation of waste are identified within their area of responsibility
• Protect information assets and data including both electronic and paper based from all threats whether internal, external, deliberate or accidental;
• Promote a good HSQE and Information Security culture among their peers, subcontractors and third parties;
• Conduct regular reviews on the HSQE and Information Security Performance within their departments and seek ways to continually improve
Requirements
• Ideally a degree holder or high diploma of post-secondary education in a related discipline and/or relevant professional qualification.
Essential technical and professional skills and knowledge
• Must be a skilled Manager in communicating, motivating and developing staff in;
• Customer Service delivery
• Personal development plans
• Key Performance Indicators
• Highly motivated and flexibility to work in a time-sensitive environment to respond quickly and effectively to unanticipated high workloads, events and emergencies;
• Excellent analytical reasoning ability and capable of making decisions on complex matters;
• Ability to multi-task and analyse situations promptly and without bias so as to determine the proper course of action or alternatives without jeopardizing human safety, quality and the committed performance targets
Essential experiences
• Minimum of 15 years plus of relevant work experience
• Minimum of 5 years of Senior operations management experience
• Minimum of 5 years of specific operations management experience within the rail industry
• Working knowledge of station operations, train operations, depot operations, contingency planning, KPI management, management experience and/ or Customer Service Management experience and supervising a team of front line staff delivering customer services
• High level of experience of client and 3rd party management
• Significant experienced in the delivery of competency based training, assessments and appraisals
• Significant experienced in report writing and presentations
• Strong and deep knowledge of all aspects of safety issues related to railway operations
Scope and Complexity
• Role will be responsible for implementation of strategies and policies, development and deployment of these, and requires a full understanding of how and why to structure approaches in a particular way
• Typically reports to a member of the Serco Global Leadership Team;
• Translates strategy into clear goals with department heads that support the achievement of functional objectives
• Decisions are taken to support a corporate strategy and the geographic scope tends to be at a country level
• Managerial responsibility for the capability, resourcing and deployment of a large team/ customers of Diverse activities within a 2 year plus timeframe
• Command complex decision making skills that determine financial growth and business objectives
Required to plan business activities for the span of 5 year
Any other role specific leadership attributes
Strategy and Plans
• To develop, agree and manage a robust strategy and annual plans for the contract/s to meet the contractual requirements and business targets.
• To contribute towards developing the strategy of the parent organisation.
• To conduct regular reviews of plans, monitoring and taking action to ensure business targets are met, including submitting accurate and timely reports.
• To focus on the future direction of the contract, to include implementation of continuous improvement initiatives, and strengthen the customer relationship to enable the success of future rebid
About the Company
Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.
Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.
Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.
Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.
We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.
Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.