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.