Zone Manager
Job Description
JOB PURPOSE:
The purpose of the zone manager position is to lead a team of station staff to deliver safe, reliable, and an outstanding customer focused station and trip experience and to supervise the stations sales and operations. This position requires the zone manager to work at stations and roaming across the whole network.
RESPONSIBILITIES/DUTIES
KEY RESPONSIBILITIES
• Hire, manage and develop a team of 130 employees as sales agents, station leaders and subcontractors.
• Supervise the performance of the teams against organizational, departmental, station and individual objectives
• Meet customer experience KPI’s in stations and sales KPI’s
• Provide excellent customer satisfaction by operating services as per Company policy.
• Participate in the testing and commissioning of the station equipment.
• Develop and attend tests to ensure station equipment meet customer service requirements
• Continuously improve customer service experience through innovative thinking and engaged employees
• Monitor the Subcontractors KPI’s and ensuring the compliance of the contractual terms
• Implementation and positioning the Human resources in case of necessity
• Provide daily report with the daily activities to the Line manager.
SAFETY ISSUES
• Comply with the rule book and all relevant safety procedures and processes and enforce them to all relevant in-house staff or subcontractors,
• Review, contribute to and have a full understanding of all safety critical procedures
• Promote a positive Safety culture within the workplace and attend any Safety related meetings/briefings as required within the Job role.
• Comply with the requirements of the Company Safety Policy and Safety Management System.
• Submission of Hazard observations in accordance with Hazard observation reporting guidelines
• Ensure that all potential risks that may come from performed activities are identified, mitigated, and ensure that employees, contractors, and visitors are aware of safety procedures and any relevant legislation.
• Consider the safety of other personnel who may be affected by their acts or missions
• Be mindful that Safety, Security and Environmental is everyone’s responsibility and as such. ALL-staff members are accountable for reporting and intervening in Safety, Security and Environmental violations.
• Incidents and accidents management.
• Other duties and responsibilities might be assigned
ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE
QUALIFICATIONS:
B.SC. /M.SC. DEGREE IN ANY RELEVANT DISCIPLINE.
SKILLS:
• Highly motivated to deliver a world class service
• Proven ability to achieve sustainable results and take hands-on approach
• Understanding of trends and developments within the Customer Service Industry (latest technology, applications)
• Experience of leading and managing teams effectively
• Ability to think strategically, motivate and lead teams
• Demonstrate a passion for employee engagement and the customer experience
• Demonstrate the ability to set standards to meet the customers’ expectations
• Strong people facing and communication skills
• Highly motivated team player with sound organisational and leadership skills
• Structured mind-set and action-oriented person
KNOWLEDGE:
• A thorough understanding of station and train operations and associated activities.
EXPERIENCE:
• An experience of 2-5 years in a customer service and sales environment.
DESIRED BEHAVIORS
• Positive team player
• Flexible and Adaptive
• Excellent communication skills
• Uphold her/his accountability towards the business
• Promoting a culture of Excellence, Pride and Safety across the business
• Good organization skills and analytical skills including problem-solving
• Details oriented
• Cultural sensitivity for being based in a multinational environment (French ideally) / ability to remote connect with colleagues abroad
