Gerard Morison
Melbourne,VIC
Summary
Dedicated team leader with expertise in customer relationship management and compliance auditing. Proven ability to enhance fare compliance and maintain safety protocols in public transport.
Overview
18
18
years of professional experience
Work History
Team Leader Manager (Acting)
Metro Trains
Melbourne, VIC
01.2017 - Current
- Ensure teams provide a high level of customer service and behave in a courteous and friendly manner when interacting with both customers and members of the public.
- Lead, mentor, and performance-manage Crew Leaders and Authorised Officers, and ensure agreed-upon key performance indicators are consistently achieved.
- Manage attendance, rostering, induction, KPIs, and ensure performance management of team members, including performance appraisals, and undertake disciplinary counseling.
- Provide on-the-job training for both Crew Leaders and Authorised Officers to ensure all policies and procedures are correctly applied.
- Ensure appropriate measures are applied toward enhancing fare compliance on Victoria’s public transport system.
- Uphold maintenance to the highest standards of MTM assets, such as AO vehicles, depots, and equipment.
- Ensure facilities and equipment security standards are maintained.
- Ensure adherence to MTM, PTV, and Department of Transport and Planning (DTP) directives, protocols, policies, and work instructions.
- Regularly undertake activities with your team to prevent crime and vandalism on public transport, and report offenses.
- Liaise with various stakeholders, including PTV, HSRs, union representatives, police, and internal stakeholders.
- Maintain a safe working environment for all staff, customers, and the public, and compile emergency response reports in a timely manner, and debrief staff on events.
- Participate in technical investigations, audits, and risk assessments, and conduct in-field audits to ensure compliance with MTM policies and procedures, DTP Conditions of Authority, AO Code of Conduct, Franchise Agreement, and MTM customer service standards.
- Collate data and forward reports submitted by Authorised Officers to the TRO or Victoria Police as required.
- Deploy and supervise staff during special events and disruptions to service, including alternative transport arrangements and crowd control.
- Maintain the records management database to ensure records can be accessed when required.
- Participate in and commit to creating, applying, and improving the passenger service strategy for MTM's continuous improvement systems and processes.
- Work with other business functions to provide an integrated service of high quality to passengers.
- Prepare and issue reports of compliance, and ensure all documents are certified.
- Prepare compliance and management reports, and evidentiary statements.
Crew Leader
Metro Trains
Melbourne, VIC
07.2007 - Current
- Led team operations to ensure timely schedules and safety protocols.
- Attended to all journals and paperwork, including statement writing, INX reports, arrest advices, and all daily eRonc reporting.
- Daily briefing on all aspects of deployments, including safety requirements and compliance.
- Communicated daily with management regarding crew performance and issues.
- Coordinated crew assignments to optimize workflow efficiency and coverage.
- Implemented safety measures to promote a secure working environment for staff.
- Monitored compliance with industry regulations during daily operations.
- Mentored newly hired crew members to prepare each for job roles.
- Assisted in resolving customer complaints or issues quickly and efficiently.
- Settled issues among crew members by addressing problems immediately and mediating disagreements.
Education
Cert III in Business - Business
The Academy
Melbourne, VIC01-2017
Certificate III Public Transport Customer Service And Compliance (AO). - Public Transport
The Academy
Melbourne, VIC01-2010
Diploma Art, Gold And Silversmithing - Art And Design
RMIT University
Melbourne, Victoria, VIC01-1984
Engineering (Pre-Engineering) - Trade
Melbourne Polytechnic (Collingwood Campus)- Collin
01-1980
Skills
- Team leadership
- Performance management
- Compliance auditing
- Risk assessment
- Stakeholder engagement
- Customer relationship management
Accomplishments
R&R Awards for excelence in the field for 2025
Timeline
Team Leader Manager (Acting)
Metro Trains
01.2017 - Current
Crew Leader
Metro Trains
07.2007 - Current
Cert III in Business - Business
The Academy
Certificate III Public Transport Customer Service And Compliance (AO). - Public Transport
The Academy
Diploma Art, Gold And Silversmithing - Art And Design
RMIT University
Engineering (Pre-Engineering) - Trade
Melbourne Polytechnic (Collingwood Campus)- Collin