Passenger Services Manager

To develop strategy and exercise effective leadership in planning, development and management of stations and car parks. Through this, the Passenger Services Manager will contribute to the delivery of a safe, secure, reliable, world-class and customer focused environment within the Passenger Service Department and Dubai Metro.

Key Responsibilities

• Plan, manage and lead allocated stations resources to deliver a reliable and a high standard of excellent Customer Service within the station and car park environments, and on the services of Dubai Metro.
• Plan and manage a safe and secure environments within the station, car park and onboard services.
• Ensure that the Lead Assessor, Group Station Supervisors, Station Masters, Station Agents,Customer Service Agents, Car Park Controllers and Car Park Attendants are adequately trained in their particular function and provide additional training and support when necessary.
• Monitor service delivery and manage the Lead Assessor, Group Station Supervisors, Station Masters, Station Agents, Customer Service Agents, Car Park Controllers and Car Park Attendants to satisfy the committed performance targets.
• Undertake a comprehensive check of all stations to ensure that they are in good order.
• Dealing with cash management; ticketing management, metro fines and special events.
• Advise the Head of Passenger Services and Operations Director of problems relating to the station and car park service delivery in a proactive and timely manner.
• Manage and monitor manning level requirements and rostering for the station team.
• Perform and act as Incident Officer and Silver Commander appointed by OCC Duty Manager.
• Control and avoid overcrowding in station and on platforms, and ensure that passengers are entering/exiting the station in an orderly manner.
• Conduct Level 3/2 Investigations as tasked by the Deputy Head of Passenger Service, Head of Passenger Service, Head of Operations/Head of Safety.
• Approve, implement and action improvement measures resulting from investigations and / or operational experience.
• Communicate and report details of incidents to Deputy Head of Passenger Service, Head of Passenger Service, senior management and public relations staff.
• Contribute to the development and maintenance of standard operating procedures and work instructions with the Deputy of Head of Passenger Service, Head of Passenger Service, broader management team.
• Conduct performance reviews, and manage any disciplinary action or grievances for the Group Station Supervisors, Station Masters, Station Agents, Customer Service Agents, Car Park Controllers and Car Park Attendants.
• Meeting the Key Performance Indicators according to the targets agreed with the Deputy Head of Passenger Service and Head of Passenger Service.
• Responsible for ensuring Group Station Supervisors / Station Masters accommodate customer satisfaction surveys and audits in their Stations and correctly implement the corrective actions to ensure that passenger services are all committed to keeping the benchmark high.
• Manage the station staff to ensure the outputs delivered are to an appropriate standard, on time, and within the allocated budget.
• Managing staff welfare.
• Provide assistance to the training department to deliver training courses.
• Ensure the on-going competence of all team members and arrange any training that may be required to ensure up-skilling and continuous development of staff capability.
• Lead, manage and motivate the team, including coaching departmental supervisors or team leaders.
• Complete annual and mid-year appraisals and identify any sub-standard performance or behaviour and ensure corrective action through employee development plans within the assigned stations.
• Provide effective communications and information with internal and external parties in an efficient and timely manner.
• Ensure that employees understand how they contribute to departmental and organizational goals.
• Comply with all Keolis-MHI SMS Policies and Standard Operating Procedures and all local regional or contract related policies and procedures.
• Perform and carry out other duties as instructed / directed by Deputy Head of Passenger Service Head of Passenger Service.
  
  

Knowledge Required

• OCC knowledge of systems and integration of the departments.
• Thorough understanding of general station / train operations, Station / train crew management, roster arrangements, station / train operations, general depot working and OCC.
  
  

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 organization.
• 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 organisational skills, detail oriented, and the ability to handle multiple priorities.
• Values driven and people oriented.
  
  

Experience

• A minimum of 10-12 years of relevant work experience with excellent commercial knowledge and the ability to think within substantially diversified company procedures.
• A minimum of 5 years of leading and a team of drivers in providing transport services.
• A minimum of 5 years of management experience and/ or Customer Service Management experience and supervising a team of front line staff delivering customer services.
• Thorough significant experience of station/ train operations and associated activities.
• Ideally has experience of working with Training and Assessment Programs.
  
  

EDUCATIONAL AND PROFESSIONAL QUALIFICATION

• Ideally a degree holder or high diploma of post-secondary education in a related discipline and/or relevant professional qualification;
• Preferably a certified passenger train driver (Train).
  
  

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