Operational Crisis Director
il y a 3 semaines
Eurostar le transporteur ferroviaire à grande vitesse de référence en Europe
Rejoignez-nous et vous ferez partie d’une équipe internationale dynamique, connectée et cosmopolite qui partage le même objectif : créer une expérience de voyage unique pour nos clients.
Prêt/e à embarquer ?
En tant que Operational Crisis Director - Operations Methods and Incident Manager, vous êtes basé à Bruxelles au sein de la direction Operations. Des déplacements ponctuels sont possibles sur le réseau Eurostar.
Vos responsabilités principales sont les suivantes:
Piloter et suivre les décisions du binôme Duty Shift Leader et Service & Info Supervisor afin
de garantir le respect des standards d’entreprise en situation perturbée:
- Assurer une veille active sur l’état de la circulation et anticiper, coordonner et boucler la teneur des plans de transport et les mesures opérationnelles à déployer en cas de perturbations (inopinées ou anticipées).
- Piloter la crise lors de l'escalade à un niveau supérieur, définir la stratégie d’information voyageurs et de prise en charge en cas de perturbation, et décider des mesures conservatoires en cas d’accident.
- Développer et assurer la mise en œuvre du plan opérationnel tactique et stratégique avec l'équipe de l'OCC (Operational Control Center), s'assurant de son bon déroulement et l’adaptant si nécessaire pour garantir le plan de transport et la promesse client.
- Analyser et identifier les faiblesses dans la gestion opérationnelle et les processus et faire des propositions d’amélioration dans une optique d’amélioration continue.
Représenter Eurostar Group auprès des Gestionnaires d’Infrastructures (GI) lors des crises afin de préserver les intérêts du groupe:
- Participer aux téléconférences de crise organisés par les GI.
- Décider de l’ouverture de la salle de crise et mobiliser les parties prenantes nécessaires à la résolution de l’incident.
- Anticiper les situations perturbées induites par un manque prévu de ressources disponibles et animer le collectif de crise dans l’élaboration de la stratégie globale de gestion de crise.
- S’assurer de la mise en œuvre des actions décidées et du retour à la situation normale.
- Mener des actions de lobbying pour prioriser et protéger l’expérience client international.
Concevoir les plans de continuité d’activité avec l’équipe Business Continuity afin d’améliorer les futures situations perturbées et de crise:
- Suivre la mise en œuvre des recommandations du REX pour s’assurer de la conformité et monitorer la réalisation des plans d’action.
- Activer et coordonner les plans de préparation des périodes particulières (campagne été / hiver, pointes et évènementiels) dans le but d’assurer la continuité des activités.
- Rédiger des documents opérationnels de sauvegarde d’activité, concevoir et animer l’entrainement des collectifs de l’OCC et de crise.
- Être l’interlocuteur des GI pour la conception et la révision de leurs plans de continuité.
Animer les revues de production et les indicateurs de qualité de la production et de service afin de déterminer les actions les plus pertinentes à mettre en place par le management:
- Animer les Retours d’Expérience transverses de gestion de situations perturbées.
- Analyser les causes profondes des dysfonctionnements pour en tirer des enseignements.
- Fédérer les équipes des directions Operations, Commercial et Rolling Stock autour de plan d’actions pertinents.
- Les horaires de travail peuvent varier de 6h à 21h en fonction de la coordination avec les autres titulaires de la fonction, avec une astreinte programmée environ tous les quatre weekends._
- Eurostar - Europe's leading high-speed rail operator
Join us and you'll be part of a dynamic, connected and cosmopolitan international team who share the same goal: to create a unique travel experience for our customers.
Ready to come on board?
As Operational Crisis Director - Operations Methods and Incident Manager, you will be based in Brussels within the Operations department. Occasional travel is possible on the Eurostar network.
Your main responsibilities are as follows:
Steering and monitoring the decisions of the Duty Shift Leader and Service & Info Supervisor in order to guarantee compliance with company standards in disrupted situations:
- Keeping an active watch on traffic conditions and anticipating, coordinating and finalising the content of transport plans and the operational measures to be deployed in the event of disruption (unexpected or anticipated).
- Manage the crisis when it escalates to a higher level, define the passenger information and care strategy in the event of disruption, and decide on precautionary measures in the event of an accident.
- Develop and ensure the implementation of the tactical and strategic operational plan with the OCC (Operational Control Centre) team, ensuri
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