Passenger Services Manager at Kenya Railways

Duties and Responsibilities

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

Requirements of the Position 

• Master’s Degree in a business-related field from a recognized institution.
• Bachelor’s Degree in Business Administration or an equivalent in a recognized Institution.
• Membership to a relevant professional body and in good standing.
• A Minimum of Ten (10) years relevant work experience, Five (5) of which must be in Senior Management position.
• A management course lasting not less than four (4) weeks from a recognized institution will be an added advantage.
• Proficiency in computer applications

Skills and Competences

• 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.