Group Station Lead - Tram

The Group Station Lead is responsible for supervising Customer Service Agents to deliver safe, reliable, world-class, and customer-focused tram services. The Group Station Lead plays a critical role in achieving organizational Key Performance Indicators (KPIs) while consistently delivering superior customer experiences across all touchpoints of the Dubai Tram system.

KEY RESPONSIBILITIES 

Strategic

1. Develop and implement effective strategies for maintaining customer-facing assets in line with organizational objectives.
2. Contribute to continuous improvement initiatives based on RTA survey feedback and performance metrics.
3. Anticipate operational needs and proactively plan resource allocation to ensure optimal customer satisfaction.
4. Develop action plans to address deficiencies identified in RTA surveys and customer feedback of service delivery problems proactively and in a timely manner.
5. Perform analysis and identify the trends to provide recommendations for the improvement.

Financial

1. Maintain cost-effective operations while meeting quality standards for station appearance.
2. Provide input for budgeting of supplies, equipment, and asset maintenance requirements.

Stakeholder / Customer

1. Monitor and maintain all customer-facing assets to ensure optimal functionality and appearance.
2. Ensure all station signage, information displays, and customer communication tools are properly maintained and updated.
3. Achieve high ratings in RTA customer satisfaction surveys through excellence in station presentation.
4. Coordinate responses to RTA survey feedback and implement corrective actions.
5. Ensure high standards of cleanliness throughout stations to enhance customer experience.
6. Respond promptly to customer feedback related to station condition and cleanliness issues.
7. Oversee compliance and quality assurance for subcontracted services including Waste Management, Pest Control, Feminine Hygiene, and Laundry in alignment with operational standards.
8. Maintain positive relationships with internal departments and external service providers.

Operational

1. Conduct regular inspections of all customer-facing assets including signage, lighting, information displays, ticketing machines, and customer amenities.
2. Ensure timely escalation for any inoperable or damaged customer-facing assets and obtaining service requests by customer service agents.
3. Maintain focused attention on station signage, ensuring all directional and informational signs are visible, clean, and in proper working order.
4. Monitor station lighting to ensure all areas are properly illuminated for customer safety and comfort.
5. Coordinate with maintenance teams to prioritize repairs of customer-facing assets.
6. Track and follow up on all maintenance requests to ensure timely resolution.
7. Report faults to equipment suppliers in case of faulty equipment.
8. Complete all departmental documentation accurately.
9. Plan and organise necessary arrangements for special events and extreme weather condition.
10. Ensure waste collection and pest control are promptly coordinated for positive implementation.
11. Develop and implement crowd management strategies during peak hours, special events, and service disruptions.
12. Take command during emergency situations, leading controlled/uncontrolled evacuations according to established protocols.
13. Maintain competency for station operation and also to tram driving competency to act as an emergency tram driver as and when required.
14. Work in tandem with the Operations Supervisor to facilitate operational efficiency.

Capability / People

1. Train staff on the importance of customer-facing assets and their role in customer satisfaction.
2. Monitor the cleaning staff effectively to maintain excellent station presentation.
3. Provide necessary training to enhance staff capabilities in asset maintenance.
4. Coordinate work of small administrative teams as needed.
5. Motivate team members to deliver high-quality service focused on customer experience.
6. Ensure team adherence to company policies and procedures.
7. Manage Competency Management System (CMS) assessments for customer service agents.
8. Ensure the customer service agents are trained, assessed, and certified for safety-critical activities.
9. Conduct employee Performance Reviews and handle disciplinary issues and grievances.

Safety Responsibilities

1. Ensure all customer-facing assets are maintained in a safe condition for public use.
2. Follow safe working procedures and instructions personally.
3. Wear appropriate personal protective equipment (PPE) as required.
4. Ensure team members comply with all safety protocols.
5. Accept responsibility to act in a safe manner at all times.
6. Work within established safety systems for the workplace.
7. Perform duties only for which staff are trained and certified.
8. Ensure health, safety, and welfare of self and others.
9. Maintain a positive attitude toward environmental and sustainability initiatives.
10. Comply with Keolis-MHI QHSE Policies and Safety Management Systems.
11. Report safety occurrences or incidents to supervisors in a timely manner.
12. Provide assistance during emergency situations per applicable protocols.
13. Ensure assets under area of responsibility are safely maintained and used.
14. Ensure compliance with all safety information/boards/equipment.
15. Report and correct damage to safety equipment immediately.
16. Maintain proactive behaviour toward work-related knowledge and competencies.
17. Manage visitor safety and compliance with site protocols.

Minimum Qualifications