Service Operations Manager, CCL

SMRT Corporation Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A public transport corporation in Singapore is looking for a Service Operations Manager to oversee train station operations. The successful candidate will ensure safety, manage staff, and respond to incidents. Applicants should have experience in frontline customer service, leadership skills, and the ability to handle operational issues. This position requires being on standby 24/7. Join us to enhance public services and maintain a secure environment for commuters.

Qualifications

• Experience in frontline customer service.
• Experience managing up to 50 staff.
• Ability to respond to operational issues effectively.

Responsibilities

• Manage and coordinate overall operations of train stations.
• Ensure safety and performance standards are met.
• Respond to incidents and oversee incident reports.

Skills

Customer service

Leadership

Problem solving

Communication

Job description

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