The purpose of this position is to develop strategy and exercise effective leadership in the planning, development, and management of Dubai Tram established to deliver Operations services contract to the Dubai Government. The position includes achievement of contractual and internal targets for safety, operations, service reliability, achievement of customer service standards, supervision of maintenance contractors, and vendors working at the depot.

MAIN RESPONSIBILITIES:

• Develop the Dubai Tram Operation and coordinate resources including hiring and management of qualified chief controllers, control room operators, planners, and front line staff.
• Oversee all functions and be responsible for the day to day operations of Dubai Tram.
• Responsibility for the training of the organisation to ensure safe, efficient revenue service.
• Maintaining an organisation that is committed to delivering Customer Service Excellence.
• Customer satisfaction overall responsibility for the development of systems and procedures that meet Keolis-MHI Corporate Governance standards for administration, financial control and reporting, commercial contracts, operations, public relations, marketing, security, and human resources activities.
• Effectively manage the processes and resources to enable requirements of Dubai Tram passengers to be met, e.g. service frequency, punctuality, cleanliness and provision of information.
• Restore and recover services affected by operational incidents, bad weather, staff shortages or equipment failure, and be a focal point in incident management and liaise with the emergency services and agencies for assistance.
• Lead and participate in updating the standard operating procedures and work instructions due to changes in customer’s requirements, legislation, work process and methods and etc.
• Provide strategic direction, planning, and managing the development and implementation of policies, procedures and work instructions for aligning department’s operations to the committed performance targets and achieving year-over-year cost reductions while improving operations efficiency and performance.
• Provide direction to subordinate managers regarding for the resolution of complex issues, compliance issues and potential problems related to operations.
• Setting SMART objectives and ensures quality of employee development plans, including performance or behavioural Improvement plans. and ensure that development plans and career planning is clear and the department is staffed with talented motivated people who play to their strengths to meet the Business needs.
• Ensure all new starters receive a full departmental induction and all necessary training for them to become competent in their role within their probation period in conjunction with the Training Department.
• Ensure the on-going competence of all team members and arrange any training that may be required to ensure up-skilling and continuous development of staff ability.
• Own the competence management system for the team and regularly audit competence records to ensure correct completion.
• Review con-conformances raised against the department regularly and assign resource to close out overdue Non-Conformances (NCs) within agreed timescales.
• Lead, manage and motivate the team, including coaching departmental supervisors or team leaders.
• Complete annual and mid-year appraisals and identify any sub-standard performance or behaviour and ensure corrective action through employee development plans.
• Own departmental succession and development plans.
• Ensure that employees understand how they contribute to departmental and organisational goals.
• Comply with all Keolis-MHI SMS Policies and Standard Operating Procedures and all local regional or contract related policies and procedures.
• Technical, Financial and People Accountabilities:

1. Meeting the Key Performance Indicators according to the targets agreed with the Operations Director in the areas of: Management of the client and contractor interface, Delivery of study reports on time, preparations for launch of service.
2. Manage the operations and ensure the team is performing to a satisfactory standard and within the allocated budget.

• Perform and carry out other duties as instructed / directed by the Operations Director.

Strategy and Plans

• To develop, agree and manage a robust strategy and annual plans for the contract/s to meet the contractual requirements and business targets.
• To contribute towards developing the strategy of the parent organisation.
• To conduct regular reviews of plans, monitoring and taking action to ensure business targets are met, including submitting accurate and timely reports.
• To focus on the future direction of the contract, to include implementation of continuous improvement initiatives, and strengthen the customer relationship to enable the success of future rebids.
• Signatory for contract agreements in the pursuance of normal operations to levels defined by the Keolis-MHI Group.
• Health & Safety Statement and safety license signatory.
• Business objective setting and senior team performance targets.

    Growth and Financials

• To ensure a business development strategy is in place, to deliver the contract/s growth aspirations in line with the commitment; including ad-hoc additional challenges.
• To ensure effective financial management is in place to achieve turnover, profit and cash targets, and to meet corporate and legal requirements.
• Support the organic growth of the business by providing expertise and leadership to rebids in own area.
• Authorisation levels for business expenditure and investment proposals as defined by Group Policy.
• Authorised cheque signatory for bill payments to level set.

Customers and Markets

• To represent Keolis-MHI when meeting with the customers, stakeholders, the financial community and the public in order to enhance reputation and foster a partnership approach to relationships.
• To lead customer service excellence and a continuous improvement culture, so that the business remains at the leading edge of service delivery and value.
• To develop an excellent relationship with the contract/s customer/s, to anticipate future needs and continue to deliver growth and margin for Keolis-MHI, and value for money for the customer.

Organisation and People

• To provide leadership to the business such that employees understand and have input to the plans, as appropriate, and are motivated to achieve their objectives
• To recruit, professionally manage and develop the contract/s management team, and ensure that the team is operating in accordance the Governing Principles.
• To ensure that the contract/s is/are optimally structured, managed and populated including leveraging shared service facilities as appropriate.
• To ensure that a best practice framework is in place for the delivery of the contract/s using processes, procedures and systems which are aligned with those of the company.
• To ensure appropriate corporate governance is in place to comply with health, safety and other legal requirements upon the business and ensure that CR is delivered effectively.
• To reward the team, aligned to market rates, and recognise people for delivering great service, including nominating worthy candidates for appropriate recognition of commendations/awards.

KNOWLEDGE 

• Working knowledge of train scheduling, train utilisation, train crew roster, 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.

KEY SKILLS

• Must be a skilled manager in communicating, motivating and developing staff.
• Must be politically incisive in communicating effectively with government agencies, board members, media/press, contractors and staff.
• Highly motivated and flexibility to work in a time-sensitive environment to respond quickly and effectively to unanticipated high workloads, events and emergencies.
• Excellent analytical reasoning ability and capable of making decisions on complex matters.
• Ability to multi-task and analyse situations promptly and without bias so as to determine the proper course of action or alternatives without jeopardising human safety, quality and the committed performance targets.
• Thorough understanding of all aspects of safety issues related to railway operations.

EXPERIANCES

• General operations management experience.
• Specific operations management experience within the rail industry.

EDUCATIONAL QUALIFICATIONS

• Ideally a degree holder in relevant discipline.
• Ideally holds membership or accreditation from a professional body such as the Institute of Railway Operators (IRO).