Massachusetts Employer Vice President, Service Delivery in Boston, Massachusetts
Ensuring that every day the service we provide is safe, punctual and delivered with the highest standards of customer service. Skills and Experience: Comprehensive understanding of complex railroad operations and the key disciplines required to deliver operational excellence - Leadership qualities of the highest standards, able to interact effectively with all levels of the organization and create/lead a high performing senior management team - Key personal traits: Forward thinking, proactive, resilient, sound judgment, innovative where it?s required, driven by a relentless pursuit of excellence - The ability to influence wider organizational culture through systemic, sustainable approaches - The ability to represent Keolis as a credible ambassador to regulatory bodies, the client and senior stakeholders - Excellent written, verbal and presentational skills Experience at Executive level within a complex railroad organization - Experience successfully implementing change in a heavily unionized environment - Experience managing a senior team with customer service, operational and safety accountabilities within a large organization - Experience successfully influencing organizational culture and raising capability through a systemic approach Key Accountabilities: Develop and implement an operational excellence strategy that ensures that Keolis Commuter Service operates at world class safety levels for employees and passengers - Ensure all operations plans are established to deliver the highest standards of safety, reliability and customer satisfaction including: o planned disruptions o unplanned disruptions o seasonal plans - Review and ensure the deliverability of all proposed timetable changes, and identify recommend opportunities for further enhancement of service schedules. - Champion best staffing practices to ensure optimal service delivery and labor costing. Enhancing the passenger experience through developing a deep and strong customer service ethos throughout the organization - Deliver consistently excellent operational performance through the implementation of sound operating processes, an appropriate operational plan, well designed & effectively resourced organization, effective management of network changes, disruption & seasonal events - Monitor and ensure the provision of fully trained, committed and competent staffing to deliver on our services - Work productively with peers to ensure all other key drivers of customer satisfaction are being addressed, including: security, ride quality, cleanliness, staff attitude and customer service training. Ensure that at all times, passenger information is provided to the highest quality in accordance with our principle of thinking like a passenger. - Lead the operation?s crisis management during incidents causing significant operational impact. - Ensuring the Service Delivery organization operates as cost effectively as possible with no compromise on safety and a clearheaded approach on service quality. Ensure the appropriate operational performance monitoring is in-place, opportunities for improvement identified and relevant plans in place to enable continuous improvement of customer experience - Establish proactive and predictive trend analytics to enable early identification of potential/emerging operational issues and their avoidance/ early resolution - Ensure accurate and timely repots to enable continuous improvement of all aspects of service delivery to enable increasing customer satisfaction. - Establish task project teams as relevant to address emerging operational challenges to minimize their impact whilst ensuring the continuity of services. Other Dueties and Responsibilities including Leadership Responsibilities.