Operations Specialist

Job Detail

The jobholder is responsible for the delivery of a quality customer service and effective management of a specific JRL station and co-ordinate with other operations and non-operations staff to ensure that a safe, efficient and reliable service is provided for customers. Major Responsibilities · Responsible for the effective hands-on management of a specific JRL station to ensure an efficient and safe operation of the station in the delivery of quality and reliable customer service. · Handle all problems and matters that may arise in the day-to-day station and train operations. This includes monitoring passenger flow and exercising appropriate crowd control actions. · Ensure station specific local instructions, crowd control and emergency plans are in place for fast and safe evacuation of passengers when the need arises. · Ensure the protection of revenue at station and handle all passenger- ticketing issues. · Perform managerial roles in ensuring that the SOR and departmental policies, performance targets and standards, operating and emergency procedures, etc. are clearly explained, understood and complied with by all members of direct and indirect staff within his/her station. · Continuously review and monitor the performances of train service, staff, equipment and other resources provided to ensure that the agreed safety and customer service standards are met and be responsible for corrective actions when standards deviate. · Provide a managerial role to the incident management organization as the Incident Officer in dealing with critical incidents or emergencies to ensure a speedy and safe recovery in a failure situation, taking overall control of an incident at the scene. · Ensure that all passengers comply with the Rapid Transit Systems (RTS) Regulations. · Plan and conduct local and on-the-job training to trainee(s). · Perform the AFC Equipment duties such as replenishing the Note box. Primary Objectives of Position · The jobholder is responsible for the delivery of a quality customer service and effective management of a specific JRL station and co-ordinate with other operations and non-operations staff to ensure that a safe, efficient and reliable service is provided for customers. · Responsible for the effective hands-on management of a specific JRL station to ensure an efficient and safe operation of the station in the delivery of quality and reliable customer service. · Handle all problems and matters that may arise in the day-to-day station and train operations. This includes monitoring passenger flow and exercising appropriate crowd control actions. · Ensure station specific local instructions, crowd control and emergency plans are in place for fast and safe evacuation of passengers when the need arises. · Ensure the protection of revenue at station and handle all passenger-ticketing issues. · Perform managerial roles in ensuring that the SOR and departmental policies, performance targets and standards, operating and emergency procedures, etc. are clearly explained, understood and complied with by all members of direct and indirect staff within his/her station. · Continuously review and monitor the performances of train service, staff, equipment and other resources provided to ensure that the agreed safety and customer service standards are met and be responsible for corrective actions when standards deviate. · Provide a managerial role to the incident management organization as the Incident Officer in dealing with critical incidents or emergencies to ensure a speedy and safe recovery in a failure situation, taking overall control of an incident at the scene. · Ensure that all passengers comply with the Rapid Transit Systems (RTS) Regulations. · Plan and conduct local and on-the-job training to trainee(s). · Perform the AFC Equipment duties such as replenishing the Note box.