What are the responsibilities and job description for the Assistant General Manager - Valley Metro position at Keolis?
Knowledge and Experience :
Management experience in 3 years including profit / loss responsibility and accountability for safety and performance Management of frontline employees with accountability for safety and performance
Bachelor’s Degree or equivalent training and experience
Has evidence of experience and accountability for emergency planning, incidence response and safety management in a transportation environment
Driver scheduling practices
Applicable federal, state, and local laws, rules, and regulations regarding transit operations
Principles of training and development
Skills :
Work well as part of a team
Possess excellent communication and interpersonal skills
Fluent in English with excellent written and verbal communication skills
Customer-focused with the ability to inspire your team with commitment and enthusiasm
Exercise good judgment and creativity in decision-making
Interact professionally with all levels of KTA employees, client representatives, and community members
Will have the ability to identify and solve problems in a structured and analytical way
Key Accountabilities :
Safety
Accountable for the department’s organizational safety performance
Ensure all relevant statutory and regulatory safety policies are applied and adhered to
Ensure safety governance is in place in the group, continuously bringing safety performance and adherence to processes to the forefront
Create and maintain a just culture where all employees are treated fairly and justly and understand their contribution to the organization’s safety culture
Contribute to the safety culture through displaying exemplary safety-oriented behaviors
Operational Performance
Accountable for the planning, delivery, and continuous improvement of the passenger service delivery, as specified by the General Manager and / or client.
Lead the implementation, monitoring, and continuous improvement of the operations, ensuring Keolis’ best practices are in place ( KIHM, KIHO)
Ensure timely investigation and follow up on incidents and performance issues
Monitor, report and actively improve the operational performance of the organization, such as OTP, service delivery, revenue hours / miles.
Leads the organization in the General Manager’s absence
Work in collaboration with our client and our communities to plan and deliver special event services
Customer Satisfaction
Accountable for the department’s overall customer experience
Implement, monitor, and maintain customer centric processes (passenger information, passenger experience and passenger feedback as a minimum), bringing Keolis’ best practices in the organization and ensuring continuous improvement in every customer experience
Lead a customer-oriented culture where all drivers ‘think like a passenger
Ensure the investigation, response and procedure improvements occur as they relate to customer comments
Employee Engagement
Set the tone of leadership throughout the department through implementation of the Keolis management principles
Act as liaison between operations and other departments to foster communication and quick resolution to concerns and issues
Lead an engaging culture where everyone can work to their full potential in the aligned delivery of the business objectives.
Build the talent pool to ensure future capability to deliver the organizational business plan
Lead the Union relationship :
Understand and monitor compliance to the ratified CBA
Plan and lead CBA negotiations
Manage union relationships to be productive and enable win-win outcomes.
Drive an improvement in the employee experience enabling improvements in all employees related KPIs including employee turnover, unplanned absenteeism, driver headcount.
Drive employee survey participation and deliver local action plans to continually improve employee experience and engagement.
Economic Performance
Work closely with the GM on the following items :
Department’s economic performance – budget setting, monitoring, and taking corrective actions as necessary to ensure objectives are met
Deliver financial requirements for account payable, client billing, payroll, monthly analysis, and reporting in a timely and accurate manner, and in accordance with policy and process.
Monitor and manage costs of the organization to ensure delivery against the authorized budget.
Drive financial improvement across key drivers of performance :
Lead improvement in key revenue streams, such as liquidated damages and delivery of revenue hours / miles
Monitor and drive improvement in the organizational claims management, ensuring best value for money is achieved within the context of the organization’s safety performance
Client Relationship and External Relationships
Work closely with the GM on the following items :
Accountable for the quality of relationship with client
Identify opportunities to improve delivery against the contract within the shareholder expectations to develop win-win outcomes for operator and client in accordance with our value of ‘we commit’.
Monitor and assure the quality of the Stakeholder relationships for the organization.
Ensures that the organization remains sensitive to key stakeholders (associations, user associations, etc..) and so becomes and remains a known and respected contributor to the growth and prosperity of the region.
Attend client boards meetings and report key messages to key internal contacts.
Growth and Commercial Development
Represent Keolis to local public transport agencies and private entities to build Keolis market reputation
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