Duties and Responsibilities

• Oversee the implementation of systems and strategies to guarantee reliable, efficient Passenger Train Service that meets customer satisfaction.
• Analyze customer data and review policies and processes for service improvements.
• Ensure customer satisfaction levels meet industry standards.
• Propose mitigation actions to address service gaps.
• Ensure improvements in service levels and develop plans to resolve possible safety and security breaches.
• Manage manpower deployment and develop on-the-job training programs to improve team members’ capabilities.
• Develop and implement marketing strategies to improve passenger performance.
• Liaise with other departments for the provision of reliable rolling stock.
• Participate in train schedules preparation and communication to the public.
• Manage corporate clients in passenger services.
• Participate in the preparation of proposed tariff adjustments for passenger services.
• Ensure Company Policies are implemented in Passenger Services Operations.
• Participate in supplier engagement and management.
• Manage external contracts.
• Participate in stakeholder engagement to build business relationships and identify future opportunities for Passenger Service Operations.
• Coordinate performance contracting targets and work plans to achieve passenger service objectives.
• Review and recommend optimal staffing capacity for the division to ensure uninterrupted service delivery.
• Participate in identifying and implementing change initiatives to achieve desired culture and business plans.
• Participate in budget planning.
• Oversee the formulation and implementation of the Safety Management Plans (SMP) in Passenger Services Operations.
• Ensure compliance with Quality Management System and Risk Management in Passenger Service Operations to meet ISO Standards.

Requirements for the Job

• Master’s Degree in Leadership and Management or equivalent from a recognized institution.
• Bachelor’s Degree in Business Administration or equivalent from a recognized institution.
• Member of a relevant Professional Body.
• A minimum of ten (10) years of relevant work experience, with at least five (5) years in a Senior Management position.
• Undertaken a management course lasting not less than four (4) weeks from a recognized institution.
• Proficiency in computer applications.
• Meets the requirements of Chapter Six of the Constitution of Kenya 2010.

Skills and Competencies

• Management and Leadership skills.
• Customer service skills.
• Ability to demonstrate patience and remain calm in stressful situations.
• Effective communication and interpersonal skills.
• Ability to maintain confidentiality of information obtained in the course of work.