Proactively identify projects / new initiatives that will work to improve the service and operational performance delivered for customers. Take lead on project initiatives and output delivery, working against project plans to deliver on time. Have a good working relationship with teams across the business to deliver the projects with a variety of inputs to ensure success.

MAIN RESPONSIBILITIES

• Participate actively as a projects team member to improve department efficiency, reduce costs and assist in improvement of product through customer experiences.
• Work closely with Operations Service Manager to identify and define project requirements within the department.
• Develop and implement project work plans and review as appropriate to meet changing needs and requirements.
• Establish and maintain effective internal working relationships, participating (when required) in external organisations and sector projects.
• Plan, identify risks, review, formulate action plans and progress report of a specific task/assignment given by Deputy Head of Passenger Services.
• Supervise and assist implementation of the task, activity or project to ensure completion as per the set target date of project delivery.
• Setting, communicating and maintaining timelines and priorities on every project.
• Identify projects and initiative issues to be resolved through surveys for enhancement.
• Managing logistics, operations, schedules, and production coordination on every project.
• Support cost saving development initiatives and deliver process improvements.
• Support in developing and maintaining relations with clients, as required, establishing correct interfaces and presenting professional image.
• Contribute to the development and maintenance of standard operating procedures and work instructions with the Passenger Services Manager, Deputy Head of Passenger Services, Head of Passenger Services, Senior management team.
• Understand and support the Performance Review.
• Contribute to achievement of the Key Performance Indicators according to the targets agreed with the Deputy Head of Passenger Services, Head of Passenger Services.
• Comply with all Keolis-MHI SMS Policies and Standard Operating Procedures and all local regional or contract related policies and procedures.
• Perform and carry out other duties as instructed by the Deputy Head of Passenger Services.
• Ensure compliance with the Keolis-MHI Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards.
• Ensure security and integrity of all data provided including the reporting of performance, finance and customer information - reference Keolis-MHI non-disclosure policy.
• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions - reference SMS GSOP-HSE1-6 Keolis-MHI organisational HSE responsibilities.
• Ensure compliance with all training requirements of Keolis-MHI and always adhere to these requirements while in employment.
• Report any accidents, incidents, breaches or potential breaches to appropriate management.

KNOWLEDGE REQUIRED

• Knowledge of systems and integration of the departments.
• Thorough understanding of general station or train operations, crew management, roster arrangements, operations, general depot working and operations control centre functions.

KEY SKILLS

• A mature, proactive and responsible approach to work with initiative and problem solving capability.
• Ability to liaise in a professional and persuasive manner with staff at all levels in the organisation.
• Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.
• Good literacy and numeracy skills required for the role.
• Ability to understand complex systems and possess good IT skills.
• Strong organisational skills, detail oriented, and the ability to handle multiple priorities.
• Values driven and people orientated.

EXPERIENCES

• Ideally has experience of working with Training and Assessment Programs.
• Management experience or Customer Service Management experience supervising a team of front line staff delivering customer service.
• Significant experience of station or train operations and associated activities.

EDUCATIONNAL QUALIFCATIONS

• Ideally a degree holder or high diploma of post-secondary education in a related discipline or relevant professional qualification.

Keolis