Passenger Services Manager
Full time @Kenya Railways posted 6 days ago in Administration / Secretarial Jobs Shortlist Email JobJob Detail
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Job ID 4765
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Offered Salary 1000
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Career Level Others
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Experience 10 Years +
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Gender Both
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Industry Management/Administration
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Qualifications Diploma/Degree/Masters
Job Description
Passenger Services Manager
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.
Method of Application
Interested and qualified candidates MUST complete the Kenya Railways application form KR/HR/08 that is available on the Kenya Railways website, attach their testimonials, certified copies of certificates, National Identification Card (ID) and Curriculum Vitae (CV) to be received by 5:00pm on Tuesday, 28th January, 2025, East Africa Time (EAT)
The details of duties, responsibilities and qualifications for each position are available on the Kenya Railways website;Â www.krc.co.ke
When applying, quote the Job reference number on the envelope and the application letter.
Applicants MUST provide the following documents on application;
- A Signed application letter;
- A detailed Curriculum Vitae indicating; current and previous employers, positions held, level of education, current and expected salary, notice period required to take up appointment and names of at least three professional referees;
- Certified Copies of academic and professional certificates
- Certified Copy of National Identification Card or valid Passport
Successful candidate MUST present and satisfy the requirements of Chapter Six of the Constitution of Kenya 2010 by providing the following clearance certificates: –
- Valid Certificate of Good Conduct from the Directorate of Criminal Investigations
- Valid Clearance Certificate from Higher Education Loans Board (HELB)
- Valid Tax Compliance Certificate from Kenya Revenue Authority (KRA);
- Current Clearance from the Ethics and Anti-Corruption Commission (EACC); and
- Current Report from an approved Credit Reference Bureau (CRB)
Applications to be addressed to the:
Managing Director,
Kenya Railways,
P.O. Box 30121, 00100,
NAIROBI.
The Corporation is committed to implementing the provisions of the Constitution of Kenya 2010 – Chapter 232 (1) on fair competition and merit, representation of Kenya’s diverse communities and affording equal employment opportunities to men and women, members of all ethnic groups and persons with disabilities. THEREFORE, PEOPLE WITH DISABILITIES, THE MARGINALIZED AND THE MINORITIES ARE ENCOURAGED TO APPLY.
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