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

About SMRT Corporation

SMRT 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 Lifestyles

Core Values
Respect, Integrity, Safety & Service, Excellence

SMRT Corporation