Duty Manager, Operations Centre

Ding! Ding! Trams are the heartbeat of Melbourne – come be part of our team on the largest and most iconic tram network in the world.

About this opportunity

Yarra Trams is looking for an experienced Duty Manager to lead and coordinate the delivery of network operations for the world’s largest tram network. As the Duty Manager, you will the single point of contact for 24/7 day of operations, including incident response.

This is a great opportunity for an experienced leader and operations expert to coordinate resources to ensure efficient delivery of day-of-operations activities. This exciting role involves:

• Showing strong leadership and being an active member of the Network Operations Leadership Team
• Monitoring, protecting and improving tram network performance, and coordinating safe and efficient incident response
• Supervising, tasking, supporting and developing Operations Centre Controllers and Officers in their monitoring of network operations and disruption management
• Effectively communicating and escalating incidents and disruptions for Senior Leadership awareness
• Leading a customer service culture where safety and passenger experience drives actions from all Operations Control Centre and Incident Response personnel
• Ensuring appropriate customer service is provided during incidents, whilst supporting all passenger driven initiatives, projects, and special requests
• Promoting excellence in service quality when engaging with tram drivers, our Operations Control Centre’s main stakeholders/customers
• Coordinate whole of network incident management and monitoring of fatigue management policies
• Proofing, completing and adding value to all incident or operational performance logs and reports in line with the defined standards
• Fostering a zero harm focus in all activities and coordinating lessons learnt. Apply & embed safety driven corrective actions as part of our continuous improvement process, including near misses.
• Leading, supporting, encouraging and promoting all improvement activities in the Operations Control Centre

About you

To be successful in this opportunity, idealy you will have:

• Proven, successful leadership experience in an operations or incident response environment
• Strong relationship building and influencing skills with the ability to motivate staff and drive change
• Experience in understanding customer impacts and supporting the delivery of a positive customer experience
• Experience coordinating, planning and delivering contingency plans
• Ability to think outside the box with a positive and productive attitude to team work
• Ability to handle complex work and conflicting priorities in a dynamic operational environment.
• Experience with decision making driven by live data
• Enthusiasm and initiative to constantly challenge status-quo and lead continuous improvement initiatives
• Able to work a 24/7 shift pattern including weekends and public holidays and a reasonable amount of overtime as required
• Medically fit to perform the functions of the position
• The ability and willingness to be a First-Aid representative 

Why Yarra Trams?

Do you want to be a part of a workplace that is based on respect, promotes diversity, and encourages inclusiveness?

If you choose to work with us, you will be joining a team of passionate professionals dedicated to the delivery and improvement of Melbourne’s biggest icon! Additionally, you will receive:

• A Free travel pass for Victoria’s Public Transport Network
• Competitive salary and great conditions
• Professional Development
• Career growth opportunities
• A commitment to your health and wellbeing including free flu vax, discounted gym membership, and access to our Employee assistance program (EAP)
• Paid Parental leave and paid superannuation for primary caregivers 

About Yarra Trams

Yarra Trams is proudly operated by Yarra Journey Makers, a joint venture between Transdev Australia and John Holland.

We work with the Department of Transport and Planning, alongside its transport agencies and operators to provide a fully integrated, sustainable transport service for the people of Melbourne.

We're all Journey Makers, creating great journeys that connect people and communities across Melbourne.

We are dedicated to caring for each other, our passengers, and our communities. Yarra Trams is an equal opportunity employer that values diversity across our teams. In support of our Diversity & Inclusion Strategy, we encourage candidates with a disability, of all ages and people of Aboriginal & Torres Strait Islander heritage to apply

Please note, our selection process will include pre-employment checks, including police check and pre-employment medical check. Yarra Trams employees are required to adhere to Yarra Trams Policies and Procedures such as, but not limited to, Health and Safety Policy, Equal Employment Opportunity & Workplace Bullying Policy, Drug and Alcohol Management Program Policy (including drug and alcohol testing programs. Additionally all workers are required to be fully vaccinated against COVID-19 (two doses) unless they have a legitimate and lawful exemption. Evidence of your COVID-19 digital vaccination or exemption certificate will be required. 

If you require this advertisement in an alternative format, or if you require an adjustment in the application process, please email careers@yarratrams.com.au or call 1800 800 007

Applications close: 19 January 2025