Senior Ticket Controller

The purpose of this position is to lead a team of Ticket Inspectors to provide effective revenue protection across the network and a visible deterrent to fare evasion and other offenses on the system.

MAIN RESPONSIBILITIES

Strategic

1. Support the implementation of Revenue Protection strategies, deployment plans and enforcement initiatives to deter fare evasion and ensure passenger compliance to Dubai Metro & Tram Bylaws.
2. Assist Revenue Protection Management in developing inspection patterns, deployment strategies and conducting revenue protection activities.
3. Support governance and compliance to procedures by ensuring all activities and tasks are aligned with organisational requirements.

Financial

1. Ensure accurate and up to date fine issuance and reconciliation data.
2. Oversee, review and maintain monthly revenue protection reports, including fines issues, paid/unpaid status and violation data.
3. Manage and update the fine database, ensuring data accuracy and integrity.
4. Support in monitoring operational costs and business expenses, accomplishing overtime reports, and keeping track of reimbursement requests.

Stakeholder / Customer

1. Deliver high-quality customer service while conducting inspections and enforcement duties.
2. Educate passengers on fare compliance, bylaws, and proper use of Metro & Tram, promoting Think Like A Passenger Approach.
3. Lead passenger education campaigns, ensuring awareness of the bylaws and promoting safe behaviour across the network.
4. Coordinate with relevant stakeholders with Keolis MHI organizations, including scheduling meetings and accomplishing minutes of meetings.
5. Process documents related to Dubai Volunteers and Revenue Protection Surveyors, ensuring adherence to access management procedure.

Operational

1. Lead and supervise a team of ticket inspectors, ensuring adherence with deployment duties, strengthened visibility on the main line and compliance with enforcement measures.
2. Plan and execute revenue protection activities, such as Tram Block, Platform Block, Special Activity in Gold Class, Hop On Hop Off and Group Activity.
3. Support in crowd control, customer service and fine issuance during special events and disruptions.
4. Perform ticket inspection duties when required and cover the shift of Revenue Protection Supervisor in case of absence.
5. Assist in incident investigations, evidence gathering and reporting.
6. Maintain and ensure compliance with Revenue Protection procedures, Dubai Metro & Tram Bylaws, and safety & security protocols.
7. Perform administrative and coordination duties, including scheduling, documentation, meeting coordination, and office support activities.
8. Manage staff attendance, leave tracking, overtime records, and support revenue protection staff when faced with system related issues.
9. Maintain organized filing systems, documentation records, and seek approvals with the relevant stakeholders in processing budget requests, PTW, PO and other similar documents.

Capability / People 

1. Lead, coach, and support ticket inspectors to ensure high performance, professionalism, and compliance.
2. Monitor team performance through reporting, data analysis, and operational feedback, ensuring continuous improvement.
3. Ensure staff adherence to training requirements, work procedures, attendance policies and safety standards.
4. Support employee engagement initiatives, team coordination, and internal communication activities.
5. Act as a key point of contact for administrative systems (e.g. HRIS), providing support and guidance to staff.
6. Promote a culture of accountability, teamwork, safety, and service excellence within the Revenue Protection function.

Minimum qualifications