Head of Operational Control Centre

Our client Global Recruitment is Europe's leader in international rail transport, providing a single rail network connecting direct and indirect high-speed routes to France, Belgium, the Netherlands, Germany and the United Kingdom.

In order to achieve the goals and changes set by the company and operations, particularly in the areas of punctuality, service availability, information quality and customer care and satisfaction, we are currently looking for a Head of Operations Control Center (OCC).

We are looking for an experienced, customer-focused Human Resources Manager with strong change management skills.

A hierarchical management of ⚠ OCC agents ensures a high level of team performance: they conduct annual development and performance reviews, ensure strict compliance with work regulations, especially regarding safety, and participate in social committees in which the team and development projects are concerned.

A shift in the management team and its mindset to focus on continuous improvement: You can create a new team by integrating employees from different backgrounds in the previous control center and actively recruiting new talent. Your core role will be to foster transformational thinking and guide the team towards novel and forward-thinking approaches to business.

Monitor security protocols to maintain the team's world-class security standards: Manage the execution of control plans under the direction of the OCC Associate Director, working closely with Performance and Compliance to develop action plans and collect documentation for internal and external audits. They control operators and improve service quality to achieve optimal customer satisfaction: they embody passenger information and handling standards, ensure the team adheres to these standards, analyze and discuss disruptions with the team, and help define change commitments to customers. Fulfill contractual obligations to security certificate holders on behalf of OCC: they participate in contract reviews, ensure that the security procedures agreed with both certificate holders are fully owned by the respective infrastructure managers, and that OCC enforces UK and German regulations - Team Security. Reports to the Director of Operations.

With a master's degree, you have relevant experience in the rail operations, transportation or logistics industry. You have at least ⚠ years of experience leading operational teams, demonstrate effective leadership skills, and have the ability to bring teams together decisively. You put your customers first and put a customer-centric mindset at the heart of your approach. You will be able to initiate and lead organizational change while demonstrating the ability to develop a systems vision and design strategy that is consistent with organizational goals. You demonstrate the ability to independently make sound decisions based on operational and strategic requirements. They speak fluent English and French. Basic knowledge of Dutch or German will be an advantage. You are familiar with the Office suite and have hands-on experience using monitoring tools.

At Global Recruitment you have the opportunity to be part of a dynamic, connected and international team, ready to offer customers Global Recruitment travel experiences. Global Recruitment opportunity to help build a new control center. Work in a collaborative and inclusive work environment while impacting company growth and success. Enjoy a competitive salary package and interesting non-legal benefits.