Job Description

Job PurposeThe Manager Station Operations (MSO) reports to Senior Manager Station Operation (SMSO) and is responsible for the daily station operations of the assigned sector. Successful candidate will be leading a team of Service Operations Managers (SOM), Station Managers (SM), Assistant Station Managers (ASM), Service Ambassadors (SA), Transit Security Personnel (TSP) and Transit Security Officer (TSO). In addition, the incumbent shall take responsibility to ensure:

• Safety of employees, passengers, public, contractors, and all other persons in the premise of the stations
• High standards of customer service
• Cleanliness of the stations and all facilities within the premise
• Smooth operation of the passenger facilities in stations
• Effective and efficient handling of incidents and event management

ResponsibilitiesLeadership and People Management

• Manage and motivate station staff under his/her charge with direction from SMSO or higher management
• Take effort to ensure that SOM, SM/ASM and SA carry out his/her duties diligently, effectively and efficiently
• Communicate and ensure that station staff understand and execute all relevant new or amended procedures at all times
• Maintain good conduct and discipline of station staff
• Supervise and assess station staff on training and refresher drills and ensure their competence
• Conduct appraisal of SOMs and station staff

Safety and Security

• Ensure safety of passengers, employees, contractors and public in the stations
• Ensure safety and security procedures are understood and adhered to
• Oversee the transit security guards in stations to safeguard and protect the people and property within stations

Reliability

• Emphasis on timely opening and closing of stations and prompt response by staff in dealing with station / train emergency.
• To identify operational gaps and to communicate with staff on areas of improvement.

Customer Service

• Involve in setting high customer service standards
• Ensure that the customer service standards are met
• Conduct investigation on feedback
• Provide counselling and guidance to staff with service lapses

Cash Handling At Stations

• Investigate discrepancies and take necessary actions
• Provide support and participate during audit checks by internal and external Auditors

Station Operations, Equipment and Facilities
Responsible for :

• Efficient performance of stations\' equipment
• Cleanliness and tidiness of stations
• Conservation of energy in stations
• Work closely with the cleaning contractors to ensure the standards of cleanliness in stations are met
• Responsible to follow up on any equipment fault that is unable to resolve by station level

Arrangement for Works and Inspection

• Ensure that SOM, SM/ASM, TSP and TSO follow all safety procedures in granting access to working parties, contractors, and any persons who carry out work in the station premise
• Incident and Emergency Handling as instructed by SMSO
• Conduct regular dialogue sessions and brief staff on any lessons learnt or reminders

Administration

• Keep and maintain staff overtime records are in order and to comply with MOM working hour restrictions
• Submit monthly reports to SMSO on occurrences at stations
• Ensure new instructions, circulars, memos are conveyed to station staff
• Ensure that incidents are reported to Management timely
• Ensure that all controlled documents are maintained and updated by station staff

Others

• Ad hoc assignments such as serving as members of Safety & Security Committee, Fire Safety Committee, Audit & Check Committee, etc
• Involve in local and overseas project in relevance to station operations (if any)

Qualifications & Work Experience

• Bachelor Degree in relevant discipline with minimum 3 years of relevant experience
• Experience in managing a group of 200 staff in a unionized environment
• Experience in dealing with Government agencies and regulatory bodies in a highly regulated environment
• Experience in handling incidents of considerable impact to the public and requires calm and swift handling of situation on the ground

SkillsTechnical skills include:

• Proficient in English and writing investigation report
• Basic computer literacy
• Proficient in Word, Excel and PowerPoint

Generic skills include:

• Customer service oriented
• Likes to work with people of all levels
• Committed and has passion for work
• Positive and open mind-set
• Meticulous and alert
• Ability to lead, plan and organize a multi-functional workforce in a multi-tasking frontline environment
• Ability to take initiative to make changes for better organization efficiency and effectiveness
• Ability to analyze, synthesize and translate decisions into actions
• Able to work independently and be a good team player
• Effective interpersonal skills

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.About SMRT CorporationSMRT Corporation Ltd (SMRT) is a public transport services provider. Our primary business is to manage and operate train services on the North-South Line, the East-West Line, the Circle Line, the new Thomson East-Coast Line and the Bukit Panjang Light Rail Transit. This is complemented by our bus, taxi and private hire vehicle services.An exciting and rewarding career is waiting for you at SMRT. Join us and embark on a journey that matters. You Matter \xe2\x80\x93 we take care of you and your well-being. Your Work Matters \xe2\x80\x93 your ideas and contributions work towards building the future of our transport system and create positive impacts to the community. Your Development Matters \xe2\x80\x93 we offer diverse careers and learning opportunities for our people to grow you to the fullest of your potential.Come onboard the SMRT journey today.Vision
Moving People. Enhancing LifestylesCore Values
Respect, Integrity, Safety & Service, Excellence

SMRT Corporation