Specialist - TOCC

Job Purpose:

• The Specialist – Operations Monitoring will be responsible for overseeing, monitoring, and supporting the day-to-day seamless operation of bus/fleet transportation services within the AMAALA project under Land Mobility operations.
• The role ensures that transport, facilities, safety, and community services operate efficiently, safely, and in line with approved standards, procedures, and service level agreements. The position plays a key role in identifying operational risks, coordinating issue resolution, and providing data-driven insights to support continuous improvement.

Job Responsibilities:

1. Operations Monitoring & Oversight
   • Monitor daily operations across the bus/fleet services, including tracking vehicle movements, punctuality, route adherence, service frequency, and capacity utilization across.
   • Conduct routine site inspections and operational checks to ensure compliance with approved operating procedures and safety standards.
   • Identify operational gaps, risks, or inefficiencies and coordinate corrective actions with relevant teams.
   • Maintain real-time situational awareness across the bus/fleet services ecosystem.

2. Coordination & Stakeholder Engagement
   • Act as a central point of coordination between Land Mobility, internal departments, subsidiaries and other stakeholders
   • Support smooth inter-departmental communication to ensure operational issues are addressed promptly and effectively.
   • Liaise with contractors and service providers to ensure adherence to agreed scopes, SLAs, and site rules
   • Log service deviations, incidents, and exceptions in coordination with dispatchers and operations leads.

3. Customer Service and Issue Resolution
   • Serve as a point of contact for any bus/fleet service-related concerns, responding quickly and professionally to internal and external queries.
   • Resolve issues, complaints, or emergencies related to bus/fleet operations, ensuring minimal disruption to stakeholders.
   • Ensure a high standard of customer service by maintaining cleanliness, safety, and professionalism on all buses.

4. Incident, Issue & Risk Management
   • Monitor and log incidents, near misses, service disruptions, or non-compliance issues within the bus/fleet operations.
   • Ensure incidents are escalated and managed in accordance with AMAALA incident reporting and escalation procedures.
   • Track recurring issues and support root cause analysis to reduce operational risks.

5. Performance Monitoring & Reporting
   • Collect, analyze, and maintain operational data related to service performance, mobility movements, occupancy trends, and incident statistics.
   • Prepare daily, weekly, and monthly operational reports highlighting trends, risks, and improvement opportunities.
   • Support management decision-making through accurate data, dashboards, and operational insights.

6. Compliance, Safety & Standards
   • Ensure compliance with AMAALA policies, community rules, HSE requirements, and operational guidelines.
   • Support audits, inspections, and compliance reviews across Bus/Fleet operations.
   • Promote a strong safety culture by proactively identifying hazards and supporting preventative actions.

7. Continuous Improvement
   • Recommend operational improvements to enhance efficiency, safety, and staff experience within the Staff Village.
   • Support the implementation of new procedures, systems, or operational changes.
   • Capture lessons learned and contributed to the development of SOPs and best practices.

Qualification and Experience

• Minimum High School diploma or equivalent qualification.
• Strong organizational and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Proficient in English (oral and written), Arabic proficiency is a nice to have. 
• Proficiency in using scheduling software and Microsoft Office Suite.
• Ability to analyze data and make data-driven decisions.
• Demonstrated ability to work effectively in a team and collaborate with cross-functional departments.
• Prior experience in managing and resolving transportation-related issues is a plus.

Skills:

• Must be able to multi-tasking in a fast pace, high volume, environment.
• Proficiency in coordinating and managing services to meet corporate needs efficiently and safely.
• Strong problem-solving skills to manage exceptions and find solutions to challenges.
• Ability to ensure compliance with regulations, standards, and Service Level Agreements (SLAs).
• Excellent verbal and written communication skills to interact with management  effectively.
• Proficiency in analyzing data to make informed decisions and optimize resource allocation.
• Ability to work collaboratively within a team and across departments to achieve goals and resolve issues.
• Competence in using scheduling software for efficient planning and scheduling of corporate services.
• Adaptability in adjusting schedules and routes to accommodate changing corporate needs.
• Dedication to ensuring a seamless and satisfactory corporate experience for internal and external customers.
• Meticulous attention to detail to maintain high standards of safety, cleanliness, and service quality in corporate operations.
• Skill in engaging and managing suppliers to foster positive relationships and maintain service excellence.

Job Context:

• The Specialist – Operations Monitoring plays a pivotal role in overseeing, monitoring, and supporting the day-to-day seamless operation of bus/fleet transportation services within the AMAALA project under Land Mobility operations.
• Think of this role as Land Mobility’s control tower—quietly watching everything, spotting issues early, and keeping the operation one step ahead.