As Operational Crisis Director - Operations Methods and Incident Manager, you will be based in Brussels within the Operations department. Occasional travel is possible on the Eurostar network.

Your main responsibilities are as follows:

Steering and monitoring the decisions of the Duty Shift Leader and Service & Info Supervisor in order to guarantee compliance with company standards in disrupted situations:

• Keeping an active watch on traffic conditions and anticipating, coordinating and finalising the content of transport plans and the operational measures to be deployed in the event of disruption (unexpected or anticipated).

Manage the crisis when it escalates to a higher level, define the passenger information and care strategy in the event of disruption, and decide on precautionary measures in the event of an accident.

Develop and ensure the implementation of the tactical and strategic operational plan with the OCC (Operational Control Centre) team, ensuring that it runs smoothly and adapting it if necessary to guarantee the transport plan and the customer promise.

Analysing and identifying weaknesses in operational management and processes and making proposals for improvement with a view to continuous improvement.

Represent the Eurostar Group with the Infrastructure Managers (IMs) during crises in order to protect the Group's interests:

• Participate in crisis teleconferences organised by the IMs.

Decide on the opening of the crisis room and mobilise the stakeholders needed to resolve the incident.

Anticipating disruptive situations caused by an anticipated lack of available resources and leading the crisis team in developing the overall crisis management strategy.

Ensuring that the actions decided upon are implemented and that the situation returns to normal.

Lobbying to prioritise and protect the international customer experience.

Designing business continuity plans with the Business Continuity team in order to improve future disruption and crisis situations:

• Follow up the implementation of feedback recommendations to ensure compliance and monitor the implementation of action plans.

Activating and coordinating preparation plans for special periods (summer/winter campaign, peaks and events) with the aim of ensuring business continuity.

Drawing up operational documents to safeguard activities, and designing and leading training for OCC and crisis teams.

Acting as the point of contact for IMs for the design and revision of their continuity plans.

Leading production reviews and production and service quality indicators in order to determine the most appropriate actions to be implemented by management:

• Leading cross-functional feedback on the management of disrupted situations.

Analysing the root causes of malfunctions in order to learn from them.

Unite the Operations, Sales and Rolling Stock teams around relevant action plans.

Working hours may vary from 6 a.m. to 9 p.m., depending on coordination with other jobholders, with on-call duty scheduled approximately every fourth weekend.

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