Passenger Experience Manager

2 weeks ago

Melbourne, Victoria, Australia Metro Trains Melbourne Full time

Location:
Melbourne, VIC, AU

Company:
metrotrain

  • Metro Trains Level Crossing Removal Team (MLXRT) have an opportunity for a

Passenger Experience Manager (Delivery) to join our Level Crossing Removal Project (LXRP) Disruptions & Passenger Experience team.


As the Passenger Experience Manager your role is to lead a team of passenger experience coordinators and operational professionals to manage the bus replacement process to ensure a safe and optimal passenger experience during occupations as a function of Metro's Disruption Management.

This role is responsible for ensuring a high delivery of passenger experience standards related to the Level Crossing Removal Project.


The delivery of passenger experience includes allocated budget control, stakeholder management particularly with the Alliances and ongoing delivery and growth of the Level Crossing Removal portfolio.

This role is a Passenger Experience champion and representative for the project.

This role is a

Permanent, Full time opportunity.

Key Focus Areas and responsibilities include:

Safety:

  • Conduct safety and performance audits and risk assessments aiming for zero harm for passengers and our staff

Leadership

  • Lead and manage a team empowering members to achieve great outcomes and foster a highperformance team
  • Manage day to day activities related to relevant regulatory authority relationships (such as Councils) and influence proactively whilst ensuring aligned deliverables are met.
  • Support in field as required during major occupations and/or during special events. Coach and mentor staff and suppliers as appropriate.
  • Support the delivery of key systems related to operations, supplier management and relevant KPI's and influence outcomes as appropriate

Planning:

  • Deliver all passenger experience outcomes in line with the strategy and LXRP Disruption Planning Manager's approved plans and take effective remedial action as required

Financial:

  • Ensure Budgets are clearly defined and managed throughout the delivery process in line with Alliance requirements and in line with planning department budget approvals and report status accordingly.

Stakeholder management:

  • Manage performance and relevant KPI's to achieve expected outcomes

Customer service:

  • Develop and manage appropriate standards related to wayfinding and passenger information / passenger service standards in conjunction with key stakeholders

Desired Skills & Experience

  • Minimum 5 years' experience in leading and managing a team.
  • Strong ability to negotiate for key outcomes through strong stakeholder management with a variety of complex stakeholders
  • Experience in managing multiple stakeholders in a complex environment. This includes the ability to story tell and take stakeholders on a journey to influence outcomes.
  • Experienced in leading process improvement initiatives and or change initiatives.
  • Intermediate experience using Microsoft office suite (Excel & Powerpoint) and PowerBI
  • Previous experience in Rail redevelopment projects or projects of a similar nature advantageous
  • Experience in budgetary control and implementing cost efficiency programs
-
Qualification in Project Management or equivalent would be highly advantageous


Ability to work both autonomously and in a team environment This is a fantastic opportunity to build on the career you've developed to date and take it to the next level by making a tangible impact that matters.

If what you've read resonates with your values, experience and career aspiration then we want to hear from you

Friday 20th January 2023 to be considered for this position.
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