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Duty Manager, Operations Centre

Apply now Job no: 494570
Work type: Full time
Location: All
Categories: Network Operations, Operations

About this job

Yarra Trams is looking for an experienced Duty Manager to lead and coordinate whole of network operations and incident response with a focus on ensuring safety, improving operational performance, and delivering a positive experience for tram passengers, and stakeholders of our Unified Operations Centre enabling Yarra Trams to exceed its franchise commitments.

As the Duty Manager, you are the single point of contact for ‘day of operations’, incident response and service delivery. You will work to a rotating roster of 12-hour shifts with three other Duty Managers for a 24/7 coverage.

What the role entails

This is a great opportunity for an experienced people leader and operations expert to coordinate resources to ensure efficient delivery of day-of-operations activities.

Reporting to the Team Manager, Network Operations Delivery, the 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 also ensuring positive experience for stakeholders of our Unified Operations Centre
  • Effectively communicating and escalating incidents or disruptions for Senior Leadership awareness
  • Leading a customer service culture where passenger experience drives actions from all Unified Operations Centre and Incident Response personnel
  • Ensuring appropriate Customer Information and Customer Service are provided during incidents by dedicated resources, and supporting all Passenger Experience driven initiatives, projects, and special requests
  • Promoting excellence in service quality when engaging with tram drivers, as the Operations Centre’s main stakeholders/customers
  • Coordinate whole of network incident management, 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, and 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 Unified Operations Centre

What you will need for this role

To be successful in this opportunity, you will have:

  • Proven, successful leadership experience in a control centre or incident response environment
  • Strong relationship and managerial leadership skills with the ability to motivate staff and drive change
  • Experience in understanding passenger impacts and supporting the delivery of a positive passenger 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 disrupted/disruptive working environment and under pressure
  • Sound understanding of Contractual Performance Regime principles, and experience with (live) data and using it for decision making
  • Enthusiasm and initiative to constantly challenge status-quo and lead continuous improvement initiatives
  • Knowledge of operational rules and procedures applicable to Tram Drivers, Officer, Production and Officer, Operations
  • Able to work shifts including nights, weekends and public holidays and a reasonable amount of overtime as required
  • Medically fit to perform the functions of the position 

Download File PD Duty Manager.pdf

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Standard Time

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