Manager, Operational Support

7 months ago

Waterloo, 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, on-time service to our valued customers.
- Rostered for rotational on-call 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 on-site 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 on-call 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 multi-faceted work environment.
- Experience in a safety-critical 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 1-year 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 on-call requirements as required.

**Knowledge and Skills**
- Sound problem solving and decision-making skills.
- Exceptional organizational and multi-tasking 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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