Operations Support Manager (Evenings/Weekends) - Keolis Grand River

Keolis North America; Waterloo; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an Operations Support Manager to lead a dedicated team in ensuring the safe and reliable operation of light rail services. This role involves overseeing vehicle movement, managing incidents, and coordinating resources to deliver high-quality service. The ideal candidate will possess strong leadership skills, a background in safety-critical environments, and the ability to thrive in a fast-paced setting. Join a forward-thinking organization that values safety, quality, and teamwork, and make a significant impact on the community's transportation experience.

Qualifications

• 5+ years of operational leadership experience in a fast-paced environment.
• Experience in a safety-critical transportation setting is preferred.

Responsibilities

• Lead the Operations team for safe and reliable light rail service.
• Manage incident response and coordination for the Waterloo Light Rail Network.

Skills

Leadership

Problem Solving

Communication

Organizational Skills

Customer Service

Education

Diploma in Business or Project Management

Tools

Microsoft Office

SCADA Systems

Job description

Reporting to the Director, Operations, of Keolis Grand River, The Operations Support Manager is accountable for providing leadership and performance of the Keolis Grand River operations during evenings and weekends. This role leads the Operations team who are responsible on a 24/7 basis for delivering a safe, reliable, and high-quality light rail service for our passengers. This role also works proactively to resolve Light Rail Vehicle operational issues in a safe and timely manner.

Key Accountabilities

Lead and coordinate in the delivery of Operations Group Departmental Duties

• Oversee the safe and reliable movement of all vehicles along the alignment.
• Assist in the troubleshooting of defective equipment and report anomalies to the Infrastructure Department as required.
• Oversee the coordination and deployment of resources, which include CCF Controllers, CCF Team Leaders and LRV Operators when needed.
• Work with internal and external parties to ensure efficient coordination of resources.
• Oversee the coordination and service preparedness of LRV special events.
• Perform the duties of CCF Lead Controller or CCF Controller, when required.
• Operate Light Rail Vehicle, when required.

• Supervise and direct Operators to maximize productivity and provide safe, on-time service to our valued customers.
• Rostered for rotational on-call responsibilities.

Plan and execute response for incidents for the entire Waterloo Light Rail Network

• Manage service performance within operations, emergency and incident response plans.
• Act as the primary contact for the Control Room with external agencies and key stakeholders.
• Oversee the on-site incident response, coordination of the incident recovery and service restoration.
• Act as Incident Manager to safely lead the response during incidents that occur while on duty.
• Ensure proper safety precautions are being followed, particularly around high voltage areas of the rail network.
• Coordinate in investigations as a lead for incidents, accidents and service delays; prepare appropriate reports, recommend corrective action where necessary and follow up to ensure compliance.
• Participate as part of the Emergency Management Team.
• Create and deliver job briefings, traffic management plans and hazard identification matrices, recommending and implementing new improvements to equipment and/or methods of work to mitigate risks.

Administration

• Conduct all work in line with quality management expectations, as outlined in the relevant company directives and procedures.
• Assist and review in the preparation of daily, weekly, monthly and annual operational reports and performance data.
• Raise Operations performance concerns with the Director of Operations.
• Prepare written reports and/or updates, ensure timely completion of Operations records and reports.
• Monitor and report progress, performance, incidents, delays and exceptional occurrences to the appropriate parties.
• Conduct all work in a safe manner, as outlined in the relevant company directives and procedures.
• Represent Operations department at meetings whenever required.
• Rostered for rotational on-call responsibilities, as needed.
• Other duties and projects as required by Director, Operations.
• Creation and ongoing review of Operations Procedures.
• Monthly reporting of Operational staff performance.
• Supervision of schedules, team performance and efficiency.
• Creation and adjustment of vehicle timetables in collaboration with external stakeholders.

Experience

• Experience leading a team to reach objectives in fast paced and multi-faceted work environment.
• Experience in a safety-critical environment, within the transportation industry is preferred.
• Proven ability of learning and implementing Operational procedures and processes for normal, abnormal and emergency conditions of the railway.
• Minimum 5 years progressive operational leadership experience.
• Minimum 1-year of experience in a SCADA and rail transportation control room environment.
• Diploma in a Business, Project Management or equivalent experience in a related field.
• Be available for alternate shifts, including weekends and on-call requirements as required.

Knowledge and Skills

• Sound problem solving and decision-making skills.
• Exceptional organizational and multi-tasking skills required.
• Effective communications skills.
• Strong attention to detail with a focus on quality and safety.
• Able to work effectively as a part of a team as well as independently.
• Proven ability to prioritize and accomplish multiple tasks with tight deadlines while maintaining safety and quality of service.
• Ability to read and understand operations, service and safety manuals.
• Strong customer service background and the ability to work with internal and external stakeholders.
• Proactive approach to anticipating and resolving needs of the group.
• Familiarity with Transport Canada regulations considered an asset.
• G License .
• Experienced use of Microsoft Office and other computer skills necessary.