Senior Manager, Customer Experience Job at Via Rail Canada
Reference Number :
20348_102022
Status :
Permanent - Full time
Job Category :
Customer Service
City :
HALIFAX
Province :
Nova Scotia
Annual Salary / Hourly Rate :
102816 - 113056
Number of positions to be filled :
1
Application Deadline: :
2022-12-18
Description :
Did you know that VIA Rail is carrying out ambitious projects to modernize its services and infrastructure? From our new ultramodern train fleet to ongoing improvement of our infrastructure and reservation system, we’re building the future of transportation in Canada. Working for VIA Rail is being a part of a collective effort in sustainable mobility.
Under the supervision of the Director, Customer Experience, the Senior Manager is responsible for helping to achieve safety objectives, financial objectives and key results in customer satisfaction and employee engagement in their region. They will be responsible for managing, coaching and providing professional development for their team as part of a vast array of customer service activities in the stations and onboard trains in the East Region.
The incumbent will be responsible for overseeing a team of Customer Experience Managers
Main responsibilities :
Under the supervision of the Director, Customer Experience, the Senior Manager is responsible for helping to achieve safety objectives, financial objectives and key results in customer satisfaction and employee engagement in their region. They will be responsible for managing, coaching and providing professional development for their team as part of a vast array of customer service activities in the stations and onboard trains in the East Region.
The incumbent will be responsible for overseeing a team of Customer Experience Managers
Main responsibilities :
- Ensure that service standards are applied and monitored. Oversee customer service activities in stations and onboard trains to ensure that high-quality service is provided consistently and across the board, and that railway operational requirements are carried out safely, rigorously and in a timely manner.
- Oversee and monitor the level of staffing and spending and provide explanations for discrepancies. Monitor monthly financial results and decide on initiatives to improve the return. Conduct regular audits and take any corrective measures necessary.
- Ensure compliance with federal and provincial regulations as well as safety regulations, and ensure that safety regulations are updated as needed. Determine employee training needs and ensure that employees are coached and supervised regarding compliance with internal and external safety requirements. Identify and evaluate safety risks.
- Recommend and implement the necessary corrective measures after violations of the railway operational rules, train delays and other irregularities.
- Manage projects and monitor the results to ensure work quality and alignment with established objectives.
- Analyze internal operational problems and evaluate their impact on VIA operations.
- Participate in and supervise the implementation of strategic and operational plans for the Customer Experience group’s work. Instill and encourage a customer focused culture; recommend measures to improve the region’s operational and financial management; collaborate with cross-functional teams; improve customer focused processes through employee participation and engagement.
- Collect, monitor, evaluate and compile information on key performance indicators for the region.
Requirements :
- University degree in management or equivalent training and experience.
- 10 years of experience in tourism and/or hospitality as a senior manager; demonstrated ability to build collaborative and accountable teams and to build relationships with the main stakeholders and business partners; experience in managing the sensitivities of a vast unionized workforce and complex union related issues.
- Advanced knowledge of customer service and health and safety training.
- Good knowledge of the Canada Labour Code and human rights, and related experience.
- Experience working with a unionized workforce. Knowledge of the UNIFOR collective agreement #1 for off-train employees and #2 for on-train employees.
- Proficiency in the Microsoft Office suite.
- Flexibility and availability for travel and shift work, including on weekends and holidays.
- Bilingualism (English/French) required.
Competencies:
- LEADING PEOPLE: leads team with integrity and uncompromising respect for corporate conduct and safety standards.
- WORKING TOGETHER: improves work skills as a team in order to collaborate better with their own team and encourage coordination between teammates.
- DOING BETTER: demonstrates a solid aptitude for problem solving. Knows how to reorient their team when priorities shift quickly, while ensuring standards are maintained.
- GENERATING RESULTS: establishes priorities to help employees meet day to day deadlines; develops plans for meeting short term objectives.
Why choose VIA Rail?
- Competitive salary;
- Generous compensation and benefits package;
- Flexible options for hybrid remote work;
- A close knit team of happy co workers;
- Numerous opportunities for career advancement;
- An environment that supports employee health and well being;
- A wide range of health and wellness benefits for employees and their families, including unlimited telemedicine service;
- To contribute to a sustainable transportation service connecting Canadian communities;
- First as an employer of choice and as the most trusted carrier among transportation companies in the 2022 Canadian Reputation study published by Leger.
- Learn more about VIA Rail: https://corpo.viarail.ca/en/company
Join our 3,000 other employees in helping provide Canadians with a safe, accessible, environmentally sustainable way to travel!
Condition of Employment:
- VIA Rail is committed to protecting the health and providing a safe environment for its employees and customers. VIA Rail has currently suspended its vaccination policy which requires that all members of its staff be fully vaccinated against COVID-19 and provide proof as a condition of employment. Please note that if the policy is reinstated in the future, employees will be required to comply.
VIA Rail thanks all applicants for their interest, however only those selected for an interview will be contacted. VIA Rail is an employment-equity employer and encourages all qualified candidates to apply. VIA Rail Canada is proud to be a military friendly employer.
Please Note :
nvalabs.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, nvalabs.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.