General Manager Puerto Rico

Knowledge and Experience:

• Minimum 5 years as a General Manager, and AGM or senior leadership role.


• Management experience with accountability for safety, performance and Profit/Loss


• Bachelor’s Degree or equivalent training and experience


• Has evidence of experience and accountability for emergency planning, incidence response and safety management in a [mode] environment.


• Experience and accountability for emergency planning, incidence response and safety management in a [mode] environment.


• Experience of PPPs is an advantage


• FRA/FTA/ regulator

Skills:

• Inspirational and motivational leader


• Work well as part of a team


• Possess excellent communication, interpersonal and decision making skills


• Will be fluent in English with excellent written and verbal communication skills


• Must be customer-focused with the ability to inspire your team with commitment and enthusiasm


• Will have the ability to identify and solve problems in a structured and analytical way


• Must have experience in dealing with Clients and various stakeholders such as Emergency Services providers


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  Bilingual (Spanish) preferred
  
  

Key Accountabilities:  

Strategic Planning and mobilization

• Lead the mobilization of the contract to commence passenger services safely, on time, on budget and meeting the required contractual milestones.


• Develops the integrated annual business plan within the wider KTA plan, including a look back at the bid and looking forward, taking into account what has changed


• Leads the delivery approach, key milestones, dependencies, scope, effort, resources, budgets and quality to include:


• Resourcing for organizational performance optimization


• Identification of key business priorities


• Identification of organizational synergies


• Recommendation of differential investment


• Monitor the delivery of the business plan and the performance improvements targeted. Lead the creation and maintenance of the monthly visualization room, leveraging from the process to drive employee engagement and performance continuous improvement.


• Report (at a minimum) monthly to the relevant Manager (RVP or CEO) on the property’s overall performance, encompassing all KeoLife pillars.

Safety

• Be Accountable for the overall organizational safety performance


• Ensure all relevant statutory and regulatory safety policies are applied and adhered to


• Ensure Safety governance is in place, continuously bringing safety performance and adherence to processes to the forefront.


• Create and maintain a just culture within the organization where all employees are treated fairly and justly and understand their contribution to the organization’s safety culture.


• Drive continuous improvement in safety performance resulting in sustainable improvements to all lead and lag indicator improvements E.g. AFR and IFR.


• Contribute to the safety culture through displaying exemplary safety oriented behaviors

Operational Performance (Operations and Maintenance)

• Accountable for the planning, delivery and continuously improvement of the passenger service delivery, as specified by the client.


• Lead the implementation, monitoring and continuous improvement of the operations and maintenance processes, ensuring Keolis’ best practices are in place (eg. Asset Management System, Operational System)


• Monitor, report and actively improve the operational performance of the organization, such as OTP, service delivery, revenue hours/mileages delivery, fleet availability and reliability…


• Work in collaboration with our client and our communities to plan and deliver special event services


• Drive an asset management approach focused on asset safety, availability and reliability to meet short, medium and long term requirements.


• Assist client in the development of asset replacement decisions, positioning Keolis as a long term strategic partner.

Customer Satisfaction

• Accountable for the organizations’ overall customer experience


• Implement, monitor and maintain customer centric processes (passenger information, passenger experience and passenger feedback as a minimum), bringing Keolis’ best practices in the organization and ensuring continuous improvement in every customer experience.


• Lead a customer oriented culture where all staff ‘think like a passenger’


• Assure the investigation, response and procedure improvements occur as they relate to customer comments.


• Support a network wide customer satisfaction approach through promoting inter-modality in collaboration with the client and other operators.

Employee Engagement

• Set the tone of leadership throughout the organization through implementation of the Keolis management principles


• Lead an engaging culture where each individual is able to work to their full potential in the aligned delivery of the business objectives.


• Lead the senior management team and create a positive, collaborative, team oriented environment in which they can work effectively


• Build the talent pool to ensure future capability to deliver the organizational business plan


• Lead the Union relationship:


• Understand and monitor compliance to the ratified CBA


• Plan and lead CBA negotiations


• Manage union relationships to be productive and enable win-win outcomes.


• Drive an improvement in the employee experience enabling improvements in all employee related KPIs including: employee turnover, unplanned absenteeism, driver headcount.


• Drive employee survey participation and deliver local action plans to continually improve employee experience and engagement.

Economic Performance

• Accountable for economic performance – budget setting, monitoring and taking corrective actions as necessary to ensure objectives are met


• Deliver financial requirements for account payable, client billing, payroll, monthly analysis and reporting in a timely and accurate manner, and in accordance with policy and process.


• Monitor and manage costs of the organization to ensure delivery against the authorized budget.


• Drive financial improvement across key drivers of performance:


• Lead improvement in key revenue streams, such as liquidated damages and delivery of revenue hours/mileage


• Drive the critical link between labor performance and financial performance, ensuring a strong understanding and alignment of the operational decisions to our financial performance – without compromising safety, operational performance and employee engagement


• Ensure any opportunities for procurement initiatives have been explored and deliver


• Monitor and drive improvement in the organizational claims management, ensuring best value for money is achieved within the context of the organization’s safety performance


• Improve financial performance of the business in a sustainable manner

Client Relationship and external relationships

• Accountable for the quality of relationship with client


• Put in place contract governance to ensure best practice contract management.


• Manage the contract with the client with thorough review of contractual compliance, and act on any gaps, including actions coming from the annual contractual audit.


• Identify opportunities to improve delivery against the contract within the shareholder expectations to develop win-win outcomes for operator and client in accordance with our value of ‘we commit’.


• Monitor and assure the quality of the Stakeholder relationships for the organization.


• Ensures that the organization remains sensitive to key stakeholders (associations, user associations, etc..) and so becomes and remains a known and respected contributor to the growth and prosperity of the region.


• Attend client boards meetings and report key messages to key internal contacts.

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