Job Description

The purpose of this position is to lead a team of station staff to deliver a safe, reliable, world class and customer focused station environment.

MAIN RESPONSIBILITIES:

Lead a team of Station Masters, Station Agents, Assistant Station Masters (ASM) (with capabilities to act as a Train Attendant), Customer Service Agents, Passenger Ambassadors, Car Park Controllers and Car Park Attendants to deliver a safe, reliable, world-class and customer focused station environment and car park services. Build and maintain a high level of customer service excellence, ensuring that all staff work in compliance with Keolis MHI customer service standards. Maintain and continuously exceed the positive image and public recognition of the network by encouraging and motivating frontline staff to deliver excellent customer service. Ensure staff are complaint with all revenue procedures Monitor staff adherence to Procedures and Work Instructions. Prepare teams each day by monitoring staff appearance, ensuring teams are smartly presented, well groomed, fit to work and fully briefed prior to the start of shift. Plan and execute internal test case plans among the group stations. Support stations when responding to emergency situations and other ADHOC requirements. Organise the deployment of additional manpower in cases of service disruption, special events and other ADHOC requirements; Support the Passenger Services Manager to engage and build relationships with stakeholders. Supervise day-to-day station operations and assist in queue management to ensure a smooth flow of passengers through busy stations. Develop campaigns and proactively identify ways in which we can improve customer service satisfaction. Improve performance by meeting and maintaining the Key Performance Indicators and surveys within the assigned stations. Fine Issuance within stations and preparation of fine reports for the Revenue Protection team. Monitor and maintain a safe and secure station and car park environment and service of Dubai Metro. Responsible for delivering improvements based on the specific outcomes of customer satisfaction surveys, inspections and audits to their assigned stations and car parks. Implement corrective actions to deliver continuous improvement in the station and car park operations and to always maintain a high benchmark. Provide effective communications and information with internal and external parties in an efficient and timely manner. Implement safety measures and procedures and meet the safety requirements of Dubai Metro to ensure safety and comfort of passenger movement within the station and car park premises. Undertake comprehensive checks to ensure all station and car park equipment and facilities are in good working order. Provide assistance to the training department to support the delivery of training courses. Conduct Competency Management System (CMS) assessments. Conduct Performance Reviews for the Station Masters within the assigned stations. Carry out periodic health, safety, quality, environment and operational briefings to the station staff. Perform shifts and emergency duties when required. Perform and carry out other duties as instructed / directed by the Passenger Services Manager and Deputy of Head of Passenger Services, and Operations Director. Ensure compliance with the Keolis MHI Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards. Ensure security and integrity of all data provided including reporting performance, finance and customer information - reference Keolis MHI non-disclosure policy. To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions - reference SMS GSOP-HSE1-6 Keolis MHI organisational HSE responsibilities. Ensure compliance with all Keolis MHIs training requirements and always adhere to these requirements whilst in employment; and Report any accidents, incidents, breaches or potential breaches to appropriate management.

KEY SKILLS

A mature, proactive and responsible approach to work with initiative and problem solving capability. Ability to liaise in a professional and persuasive manner with staff at all levels in the organisation. Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment. Good literacy and numeracy skills required for the role. Ability to understand complex systems and possess good IT skills. Strong organizational skills, detail oriented, and the ability to handle multiple priorities.

KNOWLEDGE REQUIRED

Thorough understanding of general station / train operations, Station / train crew management, roster arrangements, station / train operations, general depot working and OCC. Some OCC Knowledge of systems and integration of the departments. Thorough understanding of station operations and associated activities.

EXPERIENCES

Minimum 3 years' experience in supervising a team of frontline staff delivering customer services in a metro station or equivalent. Must have 6 months prior experience working as a Station Master within Keolis MHI Dubai Metro.

EDUCATIONNAL QUALIFCATIONS

* Ideally a degree holder or higher diploma of post-secondary education in a related discipline.