San Rafael, CA - General Manager, Operations Manager, Maintenance Manager, Safety & Training Manager and Call Center Manager - Bid

Keolis America•San Rafael, CA

2d•Onsite

About The Position

This role is for a General Manager in San Rafael, CA, overseeing operations, maintenance, safety, training, and call center management. The position requires a strategic leader responsible for contract mobilization, business plan development, and ensuring safe, on-time, and on-budget service delivery. The General Manager will be accountable for organizational safety performance, operational efficiency, customer satisfaction, employee engagement, economic performance, client relationships, and growth opportunities. This role involves leading a senior management team, managing union relationships, and ensuring compliance with contractual obligations and regulatory requirements.

Requirements

Management experience with accountability for safety, performance and Profit/Loss
Bachelor’s Degree or equivalent training and experience
Evidence of experience and accountability for emergency planning, incidence response and safety management in a [mode] environment.
Experience and accountability for emergency planning, incidence response and safety management in a [mode] environment.
Experience of PPPs is an advantage
FRA/FTA/ regulator knowledge
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

Nice To Haves

Experience of PPPs is an advantage

Responsibilities

Lead the mobilization of the contract to commence passenger services safely, on time, on budget and meeting the required contractual milestones.
Develops the integrated annual business plan within the wider KTA plan, including a look back at the bid and looking forward, taking into account what has changed.
Leads the delivery approach, key milestones, dependencies, scope, effort, resources, budgets and quality to include: Resourcing for organizational performance optimization, Identification of key business priorities, Identification of organizational synergies, Recommendation of differential investment.
Monitor the delivery of the business plan and the performance improvements targeted.
Lead the creation and maintenance of the monthly visualization room, leveraging from the process to drive employee engagement and performance continuous improvement.
Report (at a minimum) monthly to the relevant Manager (RVP or CEO) on the property’s overall performance, encompassing all KeoLife pillars.
Be Accountable for the overall organizational safety performance.
Ensure all relevant statutory and regulatory safety policies are applied and adhered to.
Ensure Safety governance is in place, continuously bringing safety performance and adherence to processes to the forefront.
Create and maintain a just culture within the organization where all employees are treated fairly and justly and understand their contribution to the organization’s safety culture.
Drive continuous improvement in safety performance resulting in sustainable improvements to all lead and lag indicator improvements E.g. AFR and IFR.
Contribute to the safety culture through displaying exemplary safety oriented behaviors.
Accountable for the planning, delivery and continuously improvement of the passenger service delivery, as specified by the client.
Lead the implementation, monitoring and continuous improvement of the operations and maintenance processes, ensuring Keolis’ best practices are in place (eg. Asset Management System, Operational System).
Monitor, report and actively improve the operational performance of the organization, such as OTP, service delivery, revenue hours/mileages delivery, fleet availability and reliability…
Work in collaboration with our client and our communities to plan and deliver special event services.
Drive an asset management approach focused on asset safety, availability and reliability to meet short, medium and long term requirements.
Assist client in the development of asset replacement decisions, positioning Keolis as a long term strategic partner.
Accountable for the organizations’ 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 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.