Job Title Operations Duty Manager
Reporting to Director of Operations
Purpose of the job
The ODM is responsible for ensuring that all resources and assets are deployed on the Luas network to deliver the scheduled service. They will ensure that they direct the management of service perturbation to minimise the impact on customers and restore scheduled services at the earliest opportunity. The ODMs are also responsible for the daily reporting and initial cause analysis for Luas performance, ensuring accuracy of reporting and first-line performance analysis.
ODMs are responsible for managing the following key elements of service performance:
- Day to day front line management of the Traffic Supervisor team.
- Ensuring the management of key KPIs such as Excess Waiting Time (EWT) and operated kilometres
- Ensuring the integrity of the LNMC real-time recording and reporting of all performance incidents, all performance monitoring, reporting and investigation of root cause analyses, and making recommendations on prevention of future performance incidents
- Work with the Traffic Supervisor teams to direct Incident Managers during periods of service disruption – ensuring the safe and effective return to normal service, while ensuring the integrity of incident management and accident/incident investigation with the emergency services and regulatory authorities and other key stakeholders.
- Working with the Driver Manager with regard to Driver management.
- Working closely with the maintenance team to ensure a timely resolution to faults on the network and rolling stock.
- Ensuring the safety of operations.
- Activate the Crisis Management Team when required.
- Responsible for the severe Weather Group, including briefing, activation, preparedness and training.
Responsibilities
This safety related role will ensure full delivery of the operational performance elements of the Luas O&M Contract on a day-to-day basis. Working shifts and covering 24hrs, 365 days per year, Operations Duty Managers are responsible for:
- Managing the LNMC when on duty, including direct supervision of operational control and liaison with the customer contact centre
- Providing line management and day-to-day leadership for LNMC and Traffic Supervisors.
- Managing their team to consistently deliver a customer-focused, cost-conscious and highly effective light rail service
- Maximising customer service by providing the highest possible levels of reliability and punctuality – continually reinforcing a customer service culture throughout their team and the wider organisation
- Managing incidents within the LNMC and liaison with Emergency Services
- Ensuring the accurate recording of all operational incidents, faults and disruptions to enable the Network Performance team to deliver accurate and prompt analysis of operational performance data to drive continuous improvement in reliability, resilience and customer service
- Leading the day-to-day liaison between TII, other departments, subcontractors and third parties, to deliver transparent, open and partnership working
- Proactively supporting the culture change from a timetable-based service to a headway based service assessed against EWT criteria
- Consistently achieving the highest standards of safety – leading and inspiring their team to achieve the robust delivery of a consistently world-class tram service for customers
- Encouraging partnership working and transparency amongst the team
- Providing constructive challenges to their team to reinforce and build on performance improvements
Competencies
- An unambiguous commitment to customer service
- A laser-like focus on service performance
- Ability to look beyond immediate challenges and make decisions that take into account the impact on performance in the hours and days ahead
- Strong analytical skills – able to interpret data quickly and act on it
- Quick thinking with an ability to adapt and make decisions based on changing circumstances and information
- Exceptional communication skills including experience working with senior executives
- The ambition to transform service delivery
- Confidence and ability to make decisions on operational matters within clear derogated authority limits, quickly
Team player – working closely with other ODMs to deliver a consistent and cohesive approach to managing the LNM
Experience
Luas Duty Managers will need to meet the following essential criteria:
- Experience of supervising or managing a real time rail, light rail, aviation or vehicle service operation
- Experience in managing or directing operational staff on a real time basis
EQUALITY STATEMENT
KeolisAmey Luas values the diversity, which exists in our city, and our aspiration is to reflect this diversity in our workforce. All employees must be aware of and committed to the KeolisAmey Luas Diversity Policy. All employees must also be aware of and comply with other Company requirements associated with Equality and Diversity issues relevant to their role.
To apply for this role, please email lua-recruitment@keolisameyluas.ie
