Los Angeles, CA (3 Opportunities) - Customer Relations Manager, Call Center Manager, & Risk Manager

Role Title: Customer Relations Manager, Call Center Manager, & Risk Manager (Transit) Location: Los Angeles, CASkillsInspirational and motivational leaderWork well as part of a team Possess excellent communication, interpersonal and decision making skillsWill be fluent in English with excellent written and verbal communication skillsMust be customer-focused with the ability to inspire your team with commitment and enthusiasmWill have the ability to identify and solve problems in a structured and analytical wayMust have experience in dealing with Clients and various stakeholders such as Emergency Services providers Knowledge and ExperienceManagement experience Key AccountabilitiesCustomer SatisfactionAccountable for the organizations’ overall customer experienceImplement, 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 EngagementSet the tone of leadership throughout the organization through implementation of the Keolis management principlesLead 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 effectivelyBuild the talent pool to ensure future capability to deliver the organizational business plan Lead the Union relationship:Understand and monitor compliance to the ratified CBAPlan and lead CBA negotiationsManage 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 PerformanceAccountable for economic performance - budget setting, monitoring and taking corrective actions as necessary to ensure objectives are metDeliver 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/mileageDrive 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 engagementEnsure any opportunities for procurement initiatives have been explored and deliverMonitor 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 relationshipsAccountable 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. Growth and commercial developmentRepresent Keolis to local public transport agencies and private entities in order to build Keolis market reputationIdentify local market opportunities to grow Keolis contracts and add additional revenue streams that compliment current scope of services.Scan local market for future development opportunities and recommend possible targets. Additional StatementsDrug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also contingent upon receiving a favorable background check. If applying for a safety sensitive position, it may require a physical examination.Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the well-being 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 Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.