Stefan Eberle
Umina Beach,NSW
Summary
Seasoned Operations Manager, authentic talented leader with 4+ years of experience as Operations manager, applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven, transparent and efficient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with a curious but strategic approach. Oversight of a workforce of 75+ staff. Notably, responsible for ensuring the safe and efficient operation of the entire Transdev Sydney Ferries Fleet during on-call shifts within the dynamic setting of Sydney Harbour. Demonstrating unwavering self-motivation, collaboration and resilience. Adept at cultivating and advancing high-value external stakeholder relationships, including partnerships with influential entities such as the Department of Premier & Cabinet, Transport for New South Wales, City of Sydney. Committed to championing diversity and inclusion, with an unwavering dedication to customer excellence, community engagement, and stakeholder satisfaction.
Overview
5
5
years of professional experience
Work History
Shore Operations Manager
Transdev Sydney Ferries
05.2022 - Current
- Developed, recommended and implemented strategies to improve Customer service experience aiding customer excellence goals. Measurable Results via increase of customer satisfaction by 6% gaining 99%. Coaching and motivating front line employees.
- Monitored and reviewed operational on-time running performance, accountabilities. Measurable increase performance, on-time running, Analised operations data with help of Power BI, identifying process gaps and successfully implement change.
- Reliability Improvement plans established, coordinating with Balmain Ship Yard to strategically perform scheduled maintenance, while considering times of high customer numbers prediction (events, school Holidays) to reduce impact to operations.
- Influenced Senior Managers to approve training opportunities for employees resulting in reduction of service disruptions contributing to additional flexibility for Staff allocation officers.
- Developed and implemented strategies to maximize customer satisfaction.
- Safety Responsibility ensured by participating as operations representative for the WHS & Safety Management plan ISO Audit, resulting in maintaining ISO accreditation for 3rd year.
- Stakeholder liaison as key corporate representative, liaising with internal and external stakeholders in support of operational excellence for various Major Event on Sydney Harbour (Australia Day, NYE, VIVID festival) or other Projects that could impact daily operations such as major Maritime construction projects. This is achieved via consultation and regular verbal progress updates aided by clearly defined accountabilities and timelines
- Adhered to employee relations processes when Conflict Resolution was required while Consulting with various maritime Unions and People and Culture representative.
- Collaborative Approach with subject matter experts to develop new operating opportunities resulting in enhanced service delivery. Trial successfully completed, Major stakeholder satisfied with improvement in on time running, permanent change to service delivery completed.
- Implemented corrective actions after collecting and analysing customer feedback. Successful completion of Customer satisfaction survey, meeting KPI targets as per contract.
- Reduced expenditures and waste by implementing a digital inventory order & control platform and resulting in improved organisational operations.
- Monitored and reviewed operational performance of Authorised officers, aiding in reduction of revenue loss due to fare evasion decreasing by 10% compared to previous Audit. Sydney Ferries was identified as only operator that reduced Non compliance while increasing Customer numbers, additional strategies implemented to further continue to improveme results.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services for all operational aspects including vessel
Support Operations Manager
Transdev Sydney Ferries
07.2019 - 05.2022
- Project representative CCTV upgrade, extensive consultation with external stakeholder including community representation.
- COVID 19 Operations facilitator, responsible for staff communications regarding changing health advice provided by NSW Health. Monitored health and safety measures for guaranteed compliance. Streamlined processes for available staff to improve and optimise office operations.
- Managed 60+ vessel based engineers to ensure asset availability for service delivery, conducting random vessel audits to ensure WHS requirements and preventive maintenance tasks are adhered and completed.
- Project initiative I lead was review of TDSF data to evaluate and implement continuous technology improvements within 4tel/4track end user system, optimising customer information systems on all vessels and wharfs, directly contributing to increased vessel on time running and customer satisfaction.
- Designed and implemented training to further develop staff based on business goals, together with subject matter experts and lead trainers.
- Ensuring daily operations of Sydney ferries as per contractual obligations while collaborating and sharing improvement ideas with senior leadership team
- Maintained smooth-running business operations by delegating operational priorities to Team leaders if required
- Investigated customer feedback received, determined causes and develop solutions.
Acting Engineer
Transdev Sydney Ferries
08.2018 - 07.2019
- Operate and maintain customer service vessel’s to required statutory level for operation and safety, through establishing, documenting, implementing, and maintaining quality management system
- Identify, coordinate, provide strategic and operational advice on maintenance requirements for ferry system Monitor ferry fuel consumption, carry out refuelling strategy and record fuel sounding reports Maintain Engineers Logbook and the onboard Engineering documentation
Education
Graduate Certificate Business Administration - Business
University of Technology
Sydney 08/2020 - 07/2023
Diploma Leadership & Management - Management
Rhodes Business School
Sydney 10/2019 - 06/2020
Skills
- Business planning
- KPI management
- Strategic networking
- Operational management
- Problem solving skills
- Multidisciplinary collaboration
- Relationship building
- Project planning and development
- Project Management
- Systems Implementations
- Staff Training
Languages
English
Native
German
Native
Timeline
Shore Operations Manager
Transdev Sydney Ferries
05.2022 - Current
Support Operations Manager
Transdev Sydney Ferries
07.2019 - 05.2022
Acting Engineer
Transdev Sydney Ferries
08.2018 - 07.2019
Graduate Certificate Business Administration - Business
University of Technology
08/2020 - 07/2023
Diploma Leadership & Management - Management
Rhodes Business School
10/2019 - 06/2020
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