Los Angeles, CA (3 Opportunities) - Customer Relations Manager, Call Center Manager, & Risk Manager (Transit)

Keolis America•Los Angeles, CA

9d•Onsite

About The Position

This role is responsible for overseeing customer relations, call center operations, and risk management within the transit sector. The position requires a leader who can inspire teams, manage client and stakeholder relationships, and drive economic performance while ensuring safety and employee engagement. The company is committed to safety, environmental protection, and equal employment opportunities, maintaining a drug-free workplace.

Requirements

Inspirational and motivational leader
Work well as part of a team
Possess excellent communication, interpersonal and decision making skills
Fluent in English with excellent written and verbal communication skills
Customer-focused with the ability to inspire your team with commitment and enthusiasm
Ability to identify and solve problems in a structured and analytical way
Experience in dealing with Clients and various stakeholders such as Emergency Services providers
Management experience

Nice To Haves

Knowledge and Experience

Responsibilities

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 staff ‘think like a passenger’.
Assure the investigation, response and procedure improvements occur as they relate to customer comments.
Support a network wide customer satisfaction approach through promoting inter-modality in collaboration with the client and other operators.
Set the tone of leadership throughout the organization through implementation of the Keolis management principles.
Lead an engaging culture where each individual is able to work to their full potential in the aligned delivery of the business objectives.
Lead the senior management team and create a positive, collaborative, team oriented environment in which they can work effectively.
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 employee 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.
Accountable for 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/mileage.
Drive the critical link between labor performance and financial performance, ensuring a strong understanding and alignment of the operational decisions to our financial performance – without compromising safety, operational performance and employee engagement.
Ensure any opportunities for procurement initiatives have been explored and deliver.
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.
Improve financial performance of the business in a sustainable manner.
Accountable for the quality of relationship with client.
Put in place contract governance to ensure best practice contract management.
Manage the contract with the client with thorough review of contractual compliance, and act on any gaps, including actions coming from the annual contractual audit.
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.
Represent Keolis to local public transport agencies and private entities in order to build Keolis market reputation.
Identify local market opportunities to grow Keolis contracts and add additional revenue streams that compliment current scope of services.
Scan local market for future development opportunities and recommend possible targets.