Head, Rapid Response Unit (RRU) at The GIG Group

Job Summary

• The Head, RRU will provide strategic support to GIGM operations in relation to incidence management, emergencies and service recovery to ensure that safety and excellent customer experience is guaranteed

Job Responsibilities

• Coordinate the activities of the regional RRU teams to support bus breakdown resolution
• Assist in accident investigations
• Escalate customer feedback to relevant authorities.
• Respond to emergencies such as breakdowns and other unforeseen incidents
• Communicate all incidents or mishaps to relevant departments
• Document and escalate all major decisions regarding incident reporting and resolution to the appropriate unit
• Conduct spot checks (using the approved checklist) while buses are in transit
• Monitor and ensure captains comply with the policies and procedures of the fleet and safety department of GIGM
• Ensure buses in transit do not exceed the approved loading limit to the chagrin of the guests
• Review the manifest of the vehicle to ensure only authorized guests are on board
• Ensure Captains who do not conform to the GIGM standard are flagged up.
• Confirm that a Breathalyzer test was performed on the captain at the originating terminal
• Ensure Breathalyzer test is carried out on Captains at checkpoints.
• Receive, review and proactively respond to questions and queries from guests
• Manage the RRU officers ensuring report at their designated routes.
• Give (FIR) First incidents report to the DCOO and Head of Fleet.
• Ensure timely reporting of any incident across the various regions.
• Give a monthly analyses of total breakdown accident report
• Build and maintain a cordial relationship with all necessary transport and security enforcement agencies
• Oversee the adherence to GIGM internal/operational policies and procedures e.g. adhering to a minimum of 1hour response time to emergencies/ breakdowns across the region
• Performs other duties assigned.

Required Knowledge and Skills

• B.Sc qualification in a Business or Management related field
• MSc / MBA qualification is an added advantage
• 10 years’ fleet management experience from either Transport and logistics, Aviation or FMCG
• Experience with Disaster recovery and incidence management is key
• HSE training or certification
• In-depth knowledge of the Nigerian road network
• Ability to drive long distance route in case of emergencies and must have a valid driver’s license
• Report writing and presentation skills
• Effective communication skills

Personality requirements / Traits:

• A strong leader capable of exerting influence
• High level of empathy
• Excellent customer service skills.
• A good communicator capable of managing stakeholders to achieve desired result
• Conflict resolution skills