Group Station Supervisor - UAE National

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.