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Duty Manager, Operations Centre
4 months ago
About this opportunity
Yarra Trams is looking for an experienced Duty Manager to lead and coordinate the delivery of network operations for the world’s largest tram network. As the Duty Manager, you will the single point of contact for 24/7 day of operations, including incident response.
This is a great opportunity for an experienced leader and operations expert to coordinate resources to ensure efficient delivery of day-of-operations activities. This exciting role involves:
- Showing strong leadership and being an active member of the Network Operations Leadership Team
- Monitoring, protecting and improving tram network performance, and coordinating safe and efficient incident response
- Supervising, tasking, supporting and developing Operations Centre Controllers and Officers in their monitoring of network operations and disruption management
- Effectively communicating and escalating incidents and disruptions for Senior Leadership awareness
- Leading a customer service culture where safety and passenger experience drives actions from all Operations Control Centre and Incident Response personnel
- Ensuring appropriate customer service is provided during incidents, whilst supporting all passenger driven initiatives, projects, and special requests
- Promoting excellence in service quality when engaging with tram drivers, our Operations Control Centre’s main stakeholders/customers
- Coordinate whole of network incident management and monitoring of fatigue management policies
- Proofing, completing and adding value to all incident or operational performance logs and reports in line with the defined standards
- Fostering a zero harm focus in all activities and coordinating lessons learnt. Apply & embed safety driven corrective actions as part of our continuous improvement process, including near misses.
- Leading, supporting, encouraging and promoting all improvement activities in the Operations Control Centre
About you
To be successful in this opportunity, idealy you will have:
- Proven, successful leadership experience in an operations or incident response environment
- Strong relationship building and influencing skills with the ability to motivate staff and drive change
- Experience in understanding customer impacts and supporting the delivery of a positive customer experience
- Experience coordinating, planning and delivering contingency plans
- Ability to think outside the box with a positive and productive attitude to team work
- Ability to handle complex work and conflicting priorities in a dynamic operational environment.
- Experience with decision making driven by live data
- Enthusiasm and initiative to constantly challenge status-quo and lead continuous improvement initiatives
- Able to work a 24/7 shift pattern including weekends and public holidays and a reasonable amount of overtime as required
- Medically fit to perform the functions of the position
- The ability and willingness to be a First-Aid representative
Applications close: Friday 14 June 2024 11:59pm
