Job Description

Branch Head, Operations Support




Job Purpose
Functional Competency:

• Supervise staff and assess their work quality on customer service, safety, security and compliance to OP and WIs
• Develop and review OP, QM and WIs in clear and concise manner
• Understand and apply basic finance
• Lead, plan and coordinate multiple agencies activities
• Collaborate with other branch and department to drive performance
• Lead and inspire staff
• Drive compliance, quality control and continuous improvement
  

Responsibilities

• Oversee three core functions of Operations Support namely:
  • Fare Compliance;
  • Training Compliance;
  • Audit and Compliance,
• Ensure that the activities and processes of the STEL Ops Group are compliant with both internal governance frameworks (e.g. Workplace Safety Manual, AFC manual) and external regulations (e.g RTS regulations, WSH regulations),
• Oversee the Fare Compliance section, oversees the Fare Compliance section to ensure that all revenue accumulated through fares, and other fare-related mechanisms (e.g. Administration and Penalty fees) are scrupulously accounted for. This entails (1) the administration of cash revenue in the stations as well as (2) the backend system supports to ensure correctness of fare data and accurate parameter management,
• Oversee the Training Compliance Section and works closely with the managers in Station Service Operations and Control Operations to ensure that all operations staff maintain a high level of competency at all times through scheme training and refreshers,
• Spearhead all safety and compliance related initiatives and audits,
• Oversee the Audit and Compliance Section to ensure that the TEL Ops Grp’s operational front-line staff comply with the Operating Procedures, Work Instructions and Safety Protocols that govern daily operations,
• Work closely with Control Operations and Station Operations to foster safety culture from within the TEL Ops group that goes beyond pure compliance,
• Lead a team of one Executive and eight Safety Compliance Inspectors (SCIs) who will serve to uphold and encourage high safety standards on the ground, and
• Assume the role of the Operations Quality Management Representative to ensure a consistently high level of quality provided in accordance with the QA policies, and encourage the pursuit towards continuous improvement.

Qualifications & Work Experience
Academic Qualification:
Degree in any discipline

Work Experience:
Preferably a minimum of 7 years of experience in compliance



SMRT Trains Ltd was incorporated in 1987 and operates Singapore’s first mass rapid transit system. Today, we manage and operate train services on the North-South Line, East-West Line, the Circle Line, the Thomson-East Coast Line, and the Bukit Panjang Light Rail Transit. With over 5,000 employees, more than 250 trains, and 141 km of rail tracks across 108 stations, we serve millions of commuters daily.