Assistant Manager (Operations), DTL Customer Service and Experience - #1110674

Major Responsibilities:

• Coordinate and implement all customer service initiatives

• Execute department initiatives and operations targets

• Oversee department training and competency for all staff

• Provide suggestions to improve customer experiences

• Review customers’ feedback and suggest ways for improvement

• Assist HoD to ensure smooth running of day-to-day station & train operations at DTL

• Support & provide mentoring to Duty Operations Managers (DOMs)

• Conduct operational performance monitoring and competence assessment of staff

• Lead and conduct investigations on incidents, failures and delays, providing accurate information on cause to enable performance improvements to be identified and contribute to DTL performance standards and safety targets.

• Ensure that the company and departmental policies, performance targets and standards, DTL Rules, operating and emergency procedures, instructions and so forth are complied by CSX staff

• Perform any other duties as directed by his/her superior(s)

Requirements:

• Minimum diploma holder, preferably degree holder.

• Minimum 4 years’ working experience at senior supervisory level, preferable with experience in station operations, train operations and/or the service industry.

• Ability to reach a height of 200cm with both hands.

• Able to identify colours.

• Preferably with work experience and/or knowledge in a technical/engineering environment or customer service.