Naava Chandrasegaran

POSITION SUMMARY/JOB RESPONSIBILITY 1. Fully accountable and responsible for compliance with the regulatory requirements of DCA Malaysia as well as that of the local authorities. 2. Plan and manage the resources and GHA team to ensure the efficient running of department in line with standard operations procedures. 3. Monitor station performance as per SOP and SLA. 4. Manage, plan and control the OPEX to ensure it is within the budget, verify and approve all billings from service providers. 5. Manage, plan and monitor safety and security issues within area of responsibility. 6. Manage all stakeholder communication including complaints and claims. 7. Manage, plan and control team's performance (including recruitment, validity of certification, performance reviews, learning and development, discipline, grievances and industrial relations) 8. Key Responsibilities will include - On Time Departures, Baggage Handling performance, adherence to SOP, Compliance to Regulatory Audit, monitoring of SLA and Service Delivery.

Ensure that public announcements are accurate and made on time at one or more stations in accordance with Transdev procedures and agreements. Manage the Provision of timely and accurate information to staff and customers via all existing and future methods of broadcast, so that Transdev customer complaint targets are achieved in compliance with the Passenger Services agreement. The effective delivery of communications, especially during times of disruption. Provide customer communication reports for all significant incidents (SI). Manage the fault reporting and testing of Communication Information Systems. Lead introduction of new communications technology or processes. Responsible for making decisions based on the communication requirements of customers and staff within the Auckland Rail network. Assist Customer Service administrators to research information regarding customer feedback and significant incident reporting. Develop and maintain high standards of staff performance, productivity and competence through leadership, effective communication, coaching, training, and employee relationship management. Manage performance of the CCO team when appropriate through the HR policies and procedures. Assess and develop customer service skills within team. Provide training, coaching, guidance and constructive feedback to staff regarding customer service and performance, aiming for continuous improvement. Plan, design and update Customer Communication Officer Roster. Recruit to team of staff in conjunction with Control Room Manager as required. Assist and liaise with AT security staff by monitoring the network for activities – accidents like slips, trips, falls, trespass, suspicious activity, emergencies and other incidents, Reporting and logging these events. Provide planning and on the day support for Special Events as requested by the Control Room Manager.