Group Station Supervisor (UAE National)

Keolis; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Keolis seeks a capable leader to head a team of Station Masters and frontline staff at Dubai Metro. You will ensure a safe, reliable, world-class station environment while delivering outstanding customer service and cash handling procedures.

Reporting to the Passenger Services Manager, you will supervise daily operations, drive performance against KPIs, organise manpower for disruptions, and foster stakeholder relations through clear, timely communications.

Qualifications

• Ideally a degree holder or higher diploma of postsecondary education in a related discipline.
• 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.
• 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; ability to understand complex systems and possess good IT skills.

Responsibilities

• Lead a team of Station Masters, Station Agents, Assistant Station Masters and staff to deliver a safe, reliable and customer-focused environment.
• Supervise day-to-day station operations and assist in queue management for smooth passenger flow.
• Monitor compliance with revenue procedures and cash handling.
• Provide ticket sales information and respond to passenger inquiries.
• Develop and implement safety measures and ensure Dubai Metro safety requirements.

Skills

Team leadership

Customer service

Communication skills

Staff management

Education

Degree or higher diploma of postsecondary education in a related discipline

Tools

General IT skills

Job description

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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.

This position will report directly to the Passenger Services Manager. They will lead and support the Station Master role in managing the team of customer facing station staff.

KEY RESPONSIBILITIES

Strategic

• 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.
• E nsure 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, wellgroomed, fit to work and fully briefed prior to the start of shift.
• Manages and effectively handles cash and NOL products when selling. Reports any surplus, loss, or financial discrepancies when entrusted with cash and products when required.
• Provides ticket sales, and train services information and responds to passenger enquires when required
• Managing and overseeing cash collection, management and reconciliation in the station when required.

Stakeholder / Customer

• 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.
• Provide effective communications and information with internal and external parties in an efficient and timely manner.
• Meet and greet customers and provide a high level of customer service.

Operational

• 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.
• Support fine Issuance within stations and assist with necessary documentation.
• 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.

Capability / People

• 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 Controllersand Car Park Attendants to deliver a safe, reliable, world-class and customer focused stationenvironment and car park services.

KEY COMPETENCIES

• Operational Knowledge- Excellent knowledge of the station environment.
• 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.
• Awareness and understanding of the relevant work instructions and procedures.
• 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.

MIN. QUALIFICATIONS

Min.

Required

Education / Certification

• Ideally a degree holder or higher diploma of postsecondaryeducation in a related discipline.

Experience

• 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.

Skills / Training

• Good communication skills and the ability to managemultiple tasks efficiently and work productively in a fastpaced, team-oriented environment.
• Good literacy and numeracy skills required for the role.
• Ability to understand complex systems and possess goodIT skills.
• Strong organizational skills, detail oriented, and the abilityto handle multiple priorities.

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