Manager, Operational Support

7 days ago

Kitchener, Ontario, Canada Keolis Canada Full time

Reporting to the Director, Operations, of
Keolis Grand River, The
Operations Support Manager is accountable for providing leadership and performance of the Keolis Grand River operations during evenings and weekends.

This role leads the Operations team who are responsible on a 24/7 basis for delivering a safe, reliable, and high-quality light rail service for our passengers.

This role also works proactively to resolve Light Rail Vehicle operational issues in a safe and timely manner.

Key Accountabilities

Lead and coordinate in the delivery of Operations Group Departmental Duties

  • Oversee the safe and reliable movement of all vehicles along the alignment.
  • Assist in the troubleshooting of defective equipment and report anomalies to the Infrastructure Department as required.
  • Oversee the coordination and deployment of resources, which include CCF Controllers, CCF Team Leaders and LRV Operators when needed.
  • Work with internal and external parties to ensure efficient coordination of resources.
  • Oversee the coordination and service preparedness of LRV special events.
  • Perform the duties of CCF Lead Controller or CCF Controller, when required.
  • Operate Light Rail Vehicle, when required.
  • Supervise and direct Operators to maximize productivity and provide safe, ontime service to our valued customers.
  • Rostered for rotational oncall responsibilities.

Plan and execute response for incidents for the entire Waterloo Light Rail Network

  • Manage service performance within operations, emergency and incident response plans.
  • Act as the primary contact for the Control Room with external agencies and key stakeholders.
  • Oversee the onsite incident response, coordination of the incident recovery and service restoration.
  • Act as Incident Manager to safely lead the response during incidents that occur while on duty.
  • Ensure proper safety precautions are being followed, particularly around high voltage areas of the rail network.
  • Coordinate in investigations as a lead for incidents, accidents and service delays; prepare appropriate reports, recommend corrective action where necessary and follow up to ensure compliance.
  • Participate as part of the Emergency Management Team.
  • Create and deliver job briefings, traffic management plans and hazard identification matrices, recommending and implementing new improvements to equipment and/or methods of work to mitigate risks.

Administration

  • Conduct all work in line with quality management expectations, as outlined in the relevant company directives and procedures.
  • Assist and review in the preparation of daily, weekly, monthly and annual operational reports and performance data.
  • Raise Operations performance concerns with the Director of Operations.
  • Prepare written reports and/or updates, ensure timely completion of Operations records and reports.
  • Monitor and report progress, performance, incidents, delays and exceptional occurrences to the appropriate parties.
  • Conduct all work in a safe manner, as outlined in the relevant company directives and procedures.
  • Represent Operations department at meetings whenever required.
  • Rostered for rotational oncall responsibilities, as needed.
  • Other duties and projects as required by Director, Operations.
  • Creation and ongoing review of Operations Procedures.
  • Monthly reporting of Operational staff performance.
  • Supervision of schedules, team performance and efficiency.
  • Creation and adjustment of vehicle timetables in collaboration with external stakeholders.

Experience

  • Experience leading a team to reach objectives in fast paced and multifaceted work environment.
  • Experience in a safetycritical environment, within the transportation industry is preferred.
  • Proven ability of learning and implementing Operational procedures and processes for normal, abnormal and emergency conditions of the railway.
  • Minimum 5 years progressive operational leadership experience.
  • Minimum 1year of experience in a SCADA and rail transportation control room environment.
  • Diploma in a Business, Project Management or equivalent experience in a related field.
  • Be available for alternate shifts, including weekends and oncall requirements as required.

Knowledge and Skills

  • Sound problem solving and decisionmaking skills.
  • Exceptional organizational and multitasking skills required.
  • Effective communications skills.
  • Strong attention to detail with a focus on quality and safety.
  • Able to work effectively as a part of a team as well as independently.
  • Proven ability to prioritize and accomplish multiple tasks with tight deadlines while maintaining safety and quality of service.
  • Ability to read and understand operations, service and safety manuals.
  • Strong customer service background and the ability to work with internal and external stakeholders.
  • Proactive approach to anticipating and resolving needs of the group.
  • Familiarity with Transport Canada regulations considered an asset

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