Senior Manager of Customer Services

Our client is one of the region's leading rail and transportation companies that are looking to hire a Senior Manager of Customer Services.


Job role:
The purpose of this position is to develop customer services strategy and exercise effective leadership in the planning, development, and management of the Rail Service Delivery Department established to deliver operational services for the Metro, LRT and Long Distance projects. The position includes development of internal targets for safety, operations, service reliability and achievement of customer service standards.

Accountabilities:
• Accountable to the Sales & Customer Service Director for Customer Service matters
• Delivery of all customer service related issues within the Service Delivery Team with regards to Metro, LRT and Long Distance
• Lead on behalf of Service delivery input to all Hazop, risk and design reviews with regard to customer related issues
• Development of the contracts for the eventual end state operator(s) of the Metro
• Verify the quality of outputs from the Shadow Operations team against the programmed activities

Experience required:
• Minimum 10 years of experience in Customer facing rail operations
• A proven track record in successfully managing a customer service team and/or department
• Experience of developing strategies and policies in railway related customer services
• Working knowledge of train scheduling, train utilisation, control centre operations, station operations, train operations and depot operations;
• Good understanding of the rail systems basics such as driverless trains, moving block signalling systems, 3rd rail power supply distribution, platform screen doors, automatic gates and fare collection, track and crossovers, control and communication systems and E&M systems, their functions and operations.
• Experience in Digital (Smart) services project management is desirable.


Interested? Apply now for more details - please send your CV via email to ryan.griffiths@trsstaffing.com