Performance Management Supervisor - Valley Metro

Knowledge and Experience:Three (3) years of experience in similar functionTwo (2) years progressive Customer Service experience preferably in a paratransit/fixed route environmentCollege degree preferred.Experience with investigation and/or analysis requiredKnowledge of Microsoft Office applications, particularly Word, Excel, and PowerPointExperience with clearly presenting findings and recommendations to management and client required.Excellent time management skills with ability to prioritize.Experience in leading employees, individually and in a team / project environment helpfulManagement experience with accountability for safety, performance, and Profit/LossExperience of conducting successful change management in organizationsExperience developing and implementing customer service program plans and procedures; conducting investigations, analyzing data, and identifying and recommending corrective actionMust maintain confidentiality and safeguarding of sensitive materialExperience conducting presentations at all levelsExperience in public transportationSkills:Must have excellent communication skills, both written and oralInspirational and motivational leaderWork well as part of a teamPossess excellent communication, interpersonal and decision-making skillsWill be fluent in English with excellent written and verbal communication skillsMust be customer-focused with the ability to inspire your team with commitment and enthusiasmWill have the ability to identify and solve problems in a structured and analytical wayMust have experience in dealing with Clients and various stakeholders such as Emergency Services providersKey Accountabilities: Operational PerformanceAccountability for the planning and continuous improvement of fixed route and ADA transit services.Lead the implementation, monitoring and continuous improvement of the operations and collaboration with the maintenance process, ensuring Keolis' best practices are in place.Monitor, report, and actively improve the operational performance of the organization, such as OTP, service delivery, and fleet readiness to the GM and other senior leaders.Design improvements in operations management systems, ensuring consistency with KTA polices and processes and the locations' policies and processes.Process design and documentation, including development and publication of Standard Operating ProceduresActively analyze data to determine areas of improvement, both in daily operations but also in the users' interactions with the systems.Identify areas of concern in the operations and management area, conduct research  to determine root cause, and design programs to improve performance.Performance ManagementLead the mapping of the relevant data into our current operational tools, documenting inputs and outputsLead the implementation of locational dashboard, setting relevant KPls, identify data sources, formulas, and relevant targets. Lead continuous improvement framework, root cause analysis, action plans, and setting improvement processesPropose, design, and implement updated process and procedures to provide more efficient service and accurate data collection.Maintain records of historical performance data, and examine historical and current data to determine success of improvement initiatives.Managerial LeadershipEffectively lead QA and Data team and ensure Operations and Maintenance can deliver on operational transformation.Manage and coordinate necessary workflow to meet project timelines.Continuously review the organizational capabilities, escalate early any issues, or concerns in meeting the required outcomes. Communicate regularly and effectively with the team to ensure alignment on information, direction, and emerging considerations.Provide regular updates on project risks and opportunities to ensure timely advice and identified resources.Collaborate with General Manager and Senior Leadership on delivering world-class operational performance.Business Partnering and CommunicationTransparent, results oriented, and accountable with strong partnership focus.Well-developed verbal & written communication skills.Strong interpersonal skills, able to interact and build effective relationships.Demonstrated ability to effectively influence, facilitate discussions, resolve conflict, and build and manage relationships. Adapts to changes and acts as an agent of change, Listening skills and ability to coach others.Economic PerformanceLead improvement in key revenue streams, such as liquidated damages and delivery of revenue hours/miles.Drive critical link between labor, performance, and financial performance, ensuring a strong understanding and alignment of the operational decisions.Improve financial performances of the business.Additional Statements:Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination.Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world. Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we operate.EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible#INDHP