Highway Operations Manager
1 month ago
Egis Road Operations M40 Ltd seeks a highly skilled Highway Operations Manager to join their team based at Handy Cross depot. As part of this role, you will be responsible for leading the Network Control Centre (NCC) team and ensuring seamless 24/7 operations.
Key Responsibilities- Develop and implement Incident Management Procedures to ensure effective NCC operations.
- Promote and adhere to policy, procedures, and protocols for the M40 DBFO contract.
- Assist the NCC Manager in scheduling and ensuring adequate cover during sick leave or annual leave periods.
- Maintain a 4 on 4 off 12-hour day shift pattern while being flexible as needed.
- Conduct regular quality checks on databases and spreadsheets for National Highways and internal audits.
- Ensure timely submission of Daily, Weekly, Monthly reports (AYL/APP5/APP7) and KPI information.
- Provide working hours data to the QESH team monthly.
- Train and develop new team members in IT systems usage, including Helpdesk requests for new starters.
- Liaise with Foreman, Depot Managers, Senior Managers, Lead Scheduler, Asset Manager, Planning Manager, and National Highways Operations/Team Managers for escalations/queries.
- Monitor HART requests and address Health and Safety matters.
- Proactively manage resources during severe weather events as part of Winter Maintenance Process and Procedure, collaborating with Operations.
- Respond to and monitor Customer Contact Centre Enquiries, closing out with National Highways Contact Centre and updating APP 7 to meet KPI deadlines.
- Address Customer Complaints received via email and phone.
- Oversee the quality of data for the green claim & red claim process.
- Collect and provide data for Freedom of Information requests.
- Check generic mailboxes to ensure workload management during each shift.
- Escalate missed KPIs for the 7 Day Accuracy report to Planning and NCC Manager.
- Support the team in adhering to the Road Space booking procedure on NEMS and resolving escalated clashes.
- Develop or maintain a full working knowledge of Microsoft packages (Word, Excel, Outlook).
- Manage employed systems in the NCC, ensuring all team members are up-to-date with changes.
- Ensure the team processes works efficiently, periodically checking for accuracy.
Working Arrangements:
A 4 on 4 off 12-hour day shift pattern, with flexibility as required.
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