Assistant Station Manager

Assistant Station Managers aid in the daily operations of the station. They also ensure that the station is ready for train services, addressing any safety or maintenance issues promptly.

Assistant Station Manager Job Description

Serve customers at the Passenger Service Centre.

Look out for any faulty machinery or equipment that requires the maintenance team to fix.

Respond to any incidents in the station.

Ensure that staff take cautionary measures when working on the tracks.

Help investigate the causes of train accidents or delays.

Announce train incidents or delays over the speakers to inform patrons and staff.

Carry out security patrols and ensure that only authorised personnel enter restricted areas.

Note

A Senior Assistant Station Manager once went above and beyond to help a Japanese woman who had lost her phone by informing her husband and suspending the phone line. Despite the language barrier, he showed impeccable customer service!

What you should know about Assistant Station Manager jobs in Singapore

Nature of Work

As Assistant Station Managers, you’ll oversee daily station activities, manage staff, handle customer service inquiries and ensure safety.

Key Advice

Customer Service is a big part of your job, so you must be patient. You have to serve all customers, even if they’re uncooperative.

Entry Requirements

Entry Requirements
Minimally a Nitec in an Engineering-related course.

Prior experience in transportation, customer service, or a supervisory role is highly beneficial.

Specific experience related to railway operations is also a plus!
Possible Pathway

Possible Pathway

Skills you need to pursue an Assistant Station Manager career in Singapore

Hard Skills

Basic Computer Literacy

Navigating station systems and software with ease for daily operations.

Bilingual

Communicating effectively in English and any other official language of Singapore.

Safety Regulations Knowledge

Mastering track safety to ensure a secure environment for all.

Soft Skills

Communication

Excelling in conveying information clearly to staff and commuters alike.

Customer Service

Delivering exceptional service by solving commuter issues with empathy.

Attention to Detail

Monitoring station operations meticulously for a smooth, safe service.

Frequently asked questions (FAQs)

Why do Assistant Station Managers need to be proficient in two languages?

It is essential to be proficient in English as it is a language used by a vast majority of people in Singapore. Being proficient in another official language of Singapore (Mandarin, Malay, Tamil) is important as there may still be people who do not understand English who Assistant Station Managers must interact with.
What are the working hours like?

Assistant Station Managers will typically need to work in rotating shifts. The shifts are split into morning, afternoon, and night. Rotating shifts means that scheduled shifts are not always the same.

One day they may be on the morning shift, while the next day they are on the night shift. Assistant Station Managers will also be required to work on weekends and public holidays.
What are the key difficulties Assistant Station Managers encounter in providing effective customer service and support to commuters?

They will have to manage a high volume of commuter inquiries and requests, especially during peak travel times or during service disruptions, which can be challenging.

Additionally, they must be aware of diverse commuter needs, including those with special requirements such as accessibility, language barriers, or specific travel assistance.
What are the day-to-day responsibilities of Assistant Station Managers?

They oversee and manage daily station operations, which include staff deployment, facility maintenance, and ensuring efficient traffic flow.

They also address commuter inquiries, providing assistance, and ensuring a positive experience for station users. Additionally, they have to monitor safety protocols, emergency response readiness, and security measures within the station premises.
What policies and procedures are in place to improve efficiency and customer satisfaction?

Some policies and procedures put in place are to establish regular maintenance schedules for cleanliness and functionality, create avenues for customer feedback and implement processes to act upon and improve customer satisfaction, as well as develop strategies to optimise traffic flow, reduce congestion and enhance the efficiency of station operations.