MTS are the proud operators and maintainers of the M1 Northwest and Bankstown Line with the new City section now operational. We run a fully automated passenger railway – an Australian first. We connect our customers to opportunities that matter to them while delivering the next generation of rail travel to Sydney. With global expertise, we manage 51.5km of track and 21 stations, with a planned expansion into southwest Sydney.
Job Description
About the Role
We have an exciting opportunity for an experienced and dynamic Day of Operations Coordinatorto join the Customer Operations team.
In this role, you will deliver high-quality, customer-focused resource allocation services to Operations and Customer Experience (O&CE), ensuring alignment with business objectives, operational requirements and established quality and performance standards, including KPIs.
This is a full-time position working 8-hour shifts, Monday to Friday. The role offers a hybrid working arrangement, with 3–4 days per week working from home and 1–2 days based at our Tallawong Head Office.
From time to time, you may be required to work outside standard hours, particularly during major or special events (such as New Year’s Eve), when Metro Trains operates on a 24-hour basis.
Key Responsibilities will include (but not limited to):
Undertake end-to-end resource allocation activities, including planning, day of operations, certification and post-day of operations activities and analysis and reporting as required.
Coordinate and administrate the Daily Trip Journals (TJ) for Customer Journey Coordinator – Trains Operational staff, including daily reporting and tracking of performance.
Prepare and distribute the Daily Runsheet (DRS) and Daily Trip Journals (TJ).
Adjusting and creating new Trip Journals, or CJCT Operations Train allocations sheet during special events, possession days or degraded mode.
Participate in forward planning activities to provide information on future-focused rostering planning to equip the business to operate effectively (i.e. master and working rosters, leave, special events and training) and utilisation of appropriately skilled and cost-efficient resourcing for planned and unplanned purposes.
Execute safety responsibilities, authorities and accountabilities consistent with MTS Safety Management System requirements.
Actively contribute to a culture of customer experience and continuous improvement. Identify opportunities to streamline and improve processes, service delivery and cost efficiency of resource allocation.
Work with team leaders and colleagues to understand business resource allocation needs and requirements of Customer Operations frontline resources.
Ensure our roster complies with MTS rostering principles, fatigue management and other company policies, such as the Overtime policy.
Develop and maintain accurate rosters to ensure all O&CE shift workers received their pay accurately.
Ensure relevant procedures, processes and tools are always followed consistently and effectively to ensure a consistent, seamless level of rostering. Consistently meet and exceed service, quality and performance standards and KPIs.
Day of ops coverage, swaps, leave, etc and additional resourcing requirements within the published roster period/s.
Desired Skills and Experience
About You
You bring exceptional written and verbal communication skills, with the ability to prepare a range of documentation and manage positive relationships with diverse internal and external stakeholders at all levels.
Highly organised, you excel at planning and prioritising tasks to achieve objectives and organisational KPIs within agreed timeframes, delivering outcomes to the required standards and within budget.
You will also possess:
Demonstrated experience in workforce planning and rostering within a similar role.
Experience in public transport scheduling and operations - train operations experience will be highly regarded.
Proven ability to work closely and effectively with internal stakeholders.
Proficient in Microsoft Office, with strong skills in Excel.
Experience using automated scheduling or workforce management systems will be highly regarded.
Experience in a 24/7 people planning role.
Experience in fatigue risk management.
What’s on Offer
We are offering a permanent opportunity with access to a wide range of benefits:
Fitness Passport discounts and access to gyms across NSW
Vehicle Leasing options
Employee Recognition Awards
EAP services including confidential advice
The future of train travel, today. That’s what we intend to deliver. And it all starts with our people. Positive and upbeat with an ‘anything-is-possible’ approach, the MTS team is rewriting expectations.
So, if you are energised and enthused by working in a challenging, future focused, vibrant, can-do environment, then let’s talk!
Apply Today!
MTS is an equal employment opportunity employer. We are committed to an inclusive workforce and welcome applications of candidates from culturally diverse backgrounds, people with disabilities, and people of Aboriginal and Torres Strait Islander descent.
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