The Planning & Performance manager will report to the Head of Planning and Performance. The role is responsible for leading all service planning aspects of the business and performance management of KPIs and associated improvement plans. It will manage the performance department and ensure that performance analysis and reports required by the client and internally are delivered on time and in quality. It will also ensure that necessary improvements are identified and driven forwards.
This role is also responsible for managing the Customer Services team, ensuring that all complaints are handled within the specified contractual requirements and that reports are provided in a timely manner.
The Performance Manager also ensures accurate ridership analysis, special event planning and timetable creation, implementation and monitoring, and manages the Operations Planner.
MAIN RESPONSIBILITIES
Review operational performance against targets and recommend improvements.
Collate, analyze and report on RTA Surveys and Customer Satisfaction Surveys.
Identify, implement and track performance improvement initiatives.
Responsible for delivering the Monthly Operations and Maintenance report on time and quality.
Act as primary client contact in all Customer Services and Performance matters, including delay and failure attribution and fine appeals.
Calculation and reporting of financial additions, deductions and performance bonuses.
Special Event Planning and Coordination with internal and external parties including the client and emergency services.
Lead the Customer Services team on a day-to-day basis including providing assistance with response to Customer Communications, establishing and monitoring processes within the Customer Services department, and handling any escalated issues from either customers or the client.
Direct line management of Operations Planning including owning the delivery of optimum train service in line with RTA requirements.
Chair weekly Planning and Performance meetings and follow-up actions and initiatives.
Perform and carry out other duties as instructed/directed by the Head of Planning & Performance and Operations Director.
Technical, Financial, and People Accountabilities.
Manage the Performance, Operational Planning, and Customer Services functions to ensure outputs delivered are to an appropriate standard on time.
Accountable for the day-to-day management of the contractual KPI regime, equivalent to an annual value of over AED 20 million.
KNOWLEDGE REQUIRED
Good knowledge of transport performance regimes within a large public transport (preferably rail) organization.
Working knowledge of statistical and numerical analysis and technique in addition to performance analysis;
KEY SKILLS
Excellent numerical and PC skills including the use of MS Excel and 2-D graphs as analytical tools.
Ability to understand complex systems and learn new software-based applications.
Highly motivated and flexible to be able to work in a time-sensitive environment and respond quickly and effectively to unanticipated high workloads, events and emergencies.
Good written and verbal communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.
Strong organizational skills, detail-oriented, and the ability to handle multiple priorities.
EXPERIENCES
Should have at least 10 years of experience at the management level within a public transport organization.
Must have a minimum of 2 years of work experience as a data analyst, system analyst, business analyst, or as an information analyst.
Should have previous experience in performance analysis, management, reporting and attribution.
Must have previous experience in managing a customer service department and complaint handling with familiarity in a busy public transport environment.
EDUCATIONAL QUALIFICATION
Must hold at least a bachelor's degree.
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