Rob Wilkinson

Experience

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  Virgin Australia

  Jul 2004 - Jul 2008

  Cabin Supervisor
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  Phillip Island RSL

  Jul 2008 - Jul 2011

  Bistro Manager
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  TIGER AIRWAYS AUSTRALIA PTY LIMITED

  Aug 2011 - Jun 2013

  Cabin Crew Team Leader

  Led inflight operations for domestic and international flights, managing safety, service delivery, and compliance for 60+ cabin crew across Tiger Airways' network.Key Responsibilities and Achievements:Managed day-to-day cabin crew operations including recruitment, onboarding, training delivery, and professional development.Conducted incident investigations, performance management, and CASA regulatory compliance audits.Led inflight safety and customer service standards, handling escalations and sensitive customer matters with professionalism and empathy.Maintained outstanding safety audit results and consistently delivered high customer satisfaction ratings during a period of significant operational growth. Show less

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  Yarra Trams

  Jun 2013 - Jul 2018

  Driver, Team Manager

  Managed daily operations, safety, and performance coaching for a team of 50+ tram drivers, delivering safe, reliable, and customer-focused services across Melbourne’s extensive tram network.Key Responsibilities and Achievements:Led driver training, coaching, and performance improvement initiatives focused on operational compliance, customer service, and safety excellence.Co-developed a digital driver training and competency assessment platform, modernising driver onboarding and professional development.Conducted root cause investigations into safety incidents and service disruptions, implementing preventative action plans.Coordinated driver deployment and resource management for major Melbourne events, ensuring seamless operational performance.Fostered a collaborative, high-performance team culture focused on safety leadership, passenger satisfaction, and operational excellence. Show less

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  Keolis Group

  Jul 2018 - Apr 2019

  Appointed to lead the operational mobilisation and readiness for the $868 million Ion Light Rail Vehicle (LRV) Project, one of Canada’s largest and most complex light rail transformations.Key Responsibilities and Achievements:Directed end-to-end mobilisation including recruitment, training, testing, and commissioning for a new LRT network.Authored the System of Operations, Drivers’ Rule Book, and OCC procedures, achieving full regulatory approval and operational readiness.Developed resilience strategies including incident management, emergency protocols, and fatigue management plans aligned to Canadian regulations.Represented Keolis on national advisory boards, shaping light rail operational standards and best practice frameworks.Achieved all operational readiness and handover milestones ahead of schedule, ensuring a seamless transition into passenger service operations. Show less As Manager, LRV Operations, I supported the Director of Operations in leading the operational readiness and performance of the Light Rail Vehicle (LRV) Operator team during the mobilisation phase of the $868M Ion LRT Project. I was responsible for ensuring LRV Operators and Lead Operators were fully trained, safety-compliant, and operationally prepared to deliver world-class light rail services.Key Responsibilities and Achievements:Led the direct management of LRV Operators, overseeing performance evaluations, recruitment, training, and professional development to build a highly capable frontline operations team.Supervised the delivery of initial and recurrent training programs, ensuring operator competencies aligned with safety standards, operational procedures, and regulatory requirements.Monitored operational schedules, efficiency, and staffing, optimising workforce planning to meet service goals and budgetary targets.Led investigations into operational incidents, developed corrective action plans, and championed continuous safety improvement initiatives across the network.Collaborated cross-functionally with Training, Safety, OCC, and Maintenance teams to align operational procedures and drive seamless service delivery outcomes.Prepared and mobilised LRV Operator teams for special events and high-demand periods, ensuring service continuity and resilience under pressure.Played a critical role in supporting emergency management processes, participating in real-time response, debriefs, and post-incident reviews.Throughout this role, I focused on fostering a culture of operational excellence, safety leadership, and teamwork — empowering operators to deliver reliable, safe, and customer-focused light rail services as part of Canada's newest public transport network. Show less

  • Senior Operations Manager (Transformation Project)

    Dec 2018 - Apr 2019

  • Manager, LRV Operations

    Jul 2018 - Dec 2018
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  Yarra Trams

  Apr 2019 - Oct 2019

  Operations Center Manager

  Led the Integrated Operations Control Centre (IOCC) for the world's largest tram network, managing real-time network operations, customer communication, and crisis coordination for 500+ trams and 5,500+ daily tram movements.Key Responsibilities and Achievements:Full operational leadership of Melbourne’s tram network service control, incident response, and real-time disruption management.Served as Incident Commander during major service disruptions, coordinating multi-agency recovery and reporting directly to the Executive Leadership Team (ELT).Developed enhanced operational reporting tools to improve service reliability, performance metrics, and executive visibility.Strengthened cross-functional collaboration with Public Transport Victoria, VicRoads, maintenance providers, and emergency services.Acted Director of Operations, leading strategic crisis planning, operational audits, and executive briefings. Show less

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  Pacific National

  Oct 2019 - Jul 2020

  Operations Manager Linehaul

  As Operations Manager for one of Australia's largest freight operators, I led the live management of 250+ train crew across NSW, delivering 24/7 service continuity in a complex, high-volume freight network.Key Responsibilities and Achievements:Delivered a strategic uplift in crew deployment efficiency, improving on-time performance by 18% across the regional and intercity freight network.Strengthened operational resilience through fatigue management programs, contingency planning, and incident recovery frameworks.Maintained operational compliance with ARTC, Sydney Trains, TfNSW, and national rail safety standards.Played a key leadership role in major disruption management, rapid recovery planning, and post-incident reporting to executive leadership.Drove a continuous improvement culture, resulting in measurable reductions in safety incidents and operational downtime.Partnered with HR and Safety teams to manage injury investigations, training delivery, and crew performance management at scale. Show less

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  NSW TrainLink

  Jan 2021 - Apr 2022

  Passenger Service Supervisor

  As Passenger Service Supervisor, I led frontline onboard teams across regional and intercity services, delivering high-quality, safe, and customer-centric travel experiences under complex operational conditions.Key Responsibilities and Achievements:Supervised daily onboard service delivery, managing frontline operational staff, ensuring safety, service standards, and regulatory compliance.Led emergency and safety-critical incident responses onboard, coordinating actions with Network Control, Operations, and Emergency Services.Conducted pre-departure operational briefings to embed a strong safety-first and customer-service culture.Acted as the escalation point for service disruptions and customer escalations, resolving operational challenges and restoring service continuity.Supported major holiday and peak period planning, ensuring resource alignment and seamless boarding, luggage management, and customer assistance. Show less

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  Kinetic

  Apr 2022 - Dec 2024

  Service Delivery Manager

  As NSW Service Delivery Manager, I had full operational leadership of Kinetic’s Turrella Depot, managing 100 buses, 140 staff, depot infrastructure, and statewide control room operations. I was responsible for ensuring service reliability, safety, financial performance, and regulatory compliance, while driving a customer-first and people-centric operational culture.Key Responsibilities and Achievements:Developed and implemented performance improvement frameworks, achieving a 25% uplift in team productivity across service delivery, compliance, and frontline leadership.Led planning and transport operations for major events including the FIFA Women’s World Cup 2023, coordinating with event organisers, TfNSW, and multiple stakeholders to deliver seamless transport services.Spearheaded the adoption of digital platforms to optimise workflows, streamline payroll management, and enhance real-time operational reporting.Achieved Australia’s highest Employee Engagement Score at Kinetic (2023 & 2024) by embedding a high-performance, inclusive workplace culture through strategic leadership initiatives.Built real-time incident escalation protocols and service resilience frameworks, reducing disruption response times by 15% across NSW operations.Oversaw depot profit and loss accountability, contributing to operating and capex planning cycles and maintaining strong financial governance.Acted as General Manager during periods of executive leave, overseeing multiple depots and maintaining business continuity across the region. Show less