Reporting to: Managing Director
Purpose: Lead the strategy of continuous improvement of operational performance within the business whilst navigating change in demand and priorities. Ownership of leading the team to build a culture of engagement and inclusion.
Key Responsibilities and tasks
- Direct and oversee the various operations functions such as the despatch, service performance, accident prevention, customer service, schedules, mileage reconciliation and operations data analysis.
- Provide leadership and guidance to managers on all operations related matters. Where possible, facilitate the exchange of best practices from the Group to the Singapore operations.
- Ensure that bus services are delivered in a reliable and punctual basis in line with our contractual requirements and internal KPIs.
- Lead and exceed Group and contractual performance targets as measured by relevant KPIs to achieve incentive payments.
- Plan and execute functional strategies and initiatives for continuous improvement.
- Hold and deploy a comprehensive understanding of the operational context and regulatory framework.
- Overarching responsibility of deployment of new operational schedules with due regard for cost and efficiency, alongside a work life balance for our driver team.
- Set and deliver a high standard of customer (passenger) satisfaction performance
- Ensure the contractual requirements for revenue protection on our network of services.
- Set and deliver a high standard on accident prevention and good driving practices.
- Closely collaborate with Human Resources to ensure sufficient drivers are recruited to maintain coverage of service.
- Closely collaborate with Engineering to optimise vehicle availability.
- Lead, develop and motivate our operational team whilst considering plans to improve driver retention.
- Motivate line managers to ensures our employees are competent to execute their duties and are trained in new technologies where appropriate.
- Ensure our employees are delivering services in a safe and professional manner with due regard for legal and regulatory requirements.
- Lead on managing the relationship with our recognised Trade Union, ensuring that issues which might disrupt service do not develop.
- Develop partnerships with stakeholders, industry regulators and other relevant parties to meet the company’s objectives.
- Lead on strategies to develop better engagement and motivation with our driver team with management team.
- Key contributor of the Senior Leadership team contributing to strategies for the future development and growth of the business.
- Lead on contingency planning, including incident, event and risk management.
- Ownership of the development and growth of Operations colleagues.
Knowledge and Skills Requirements:
- Substantial and successful bus operation experience (or similar industry) in a senior operational role leading similar size workforce.
- Extensive experience and knowledge in bus service performance, bus scheduling and general depot operations.
- A detailed understanding of a comparable operating environment and bus regulatory framework.
- Experience in leading teams through change through an inclusive and engaging leadership style.
- Able to demonstrate strategic thinking, execution, and business impact, and bringing teams with them.
- An experienced influencer who is comfortable challenging teams and senior stakeholders when needed.
- Able to lead and motivate teams to build a culture of growth and pride.
- Extensive experience of leading union relations.
- Experienced leader who develops and grows the operations team to drive continuous improvement in the delivery of the bus services.
- Lead with experience and empathy to continually learn and develop self, team and business.
