Passenger Information Controller

Etihad Rail Operating Companies; Abu Dhabi; On-site; AED 70,000 - 110,000; Full time

Job summary

Etihad Rail Operating Companies is seeking a Passenger Information Controller to oversee critical information for passenger train operations and maintenance. You will ensure data accuracy, coordinate disruptions, and act as a liaison among passengers and internal/external stakeholders.

The role emphasizes rapid communication, collaboration with customer service teams, and proactive information management to support service quality and safety.

Qualifications

• Diploma or equivalent in information management, business admin, engineering, or related field.
• Experience in information management or customer service roles in railway/transport is preferred.
• Fluent in English and Arabic; strong interpersonal skills.

Responsibilities

• Maintain a robust system for collecting, organizing, and storing information related to passenger train operations and maintenance.
• Ensure precise input of critical information into databases and systems.
• Communicate service readiness or disruptions to passengers, teams, and external partners.
• Coordinate with Customer Service Delivery and Call Center to ensure swift information exchange and seamless communication.

Skills

English-Arabic fluency

Interpersonal skills

Information management software

Analytical mindset

Organizational & time management

Education

Diploma or equivalent (information management / admin)

Tools

Information management tools

Job description

Passenger Information Controller to play a critical role in the operations and maintenance of our passenger train services. As the Passenger Information Controller, you will be responsible for overseeing and managing essential information related to train operations, ensuring compliance, efficiency, and the highest level of service quality.

Roles and Responsibility

• Maintain a robust system for collecting, organizing, and storing information related to passenger train operations and maintenance. This includes schedules, maintenance records, incident reports, and compliance documentation.
• Guarantee the precise and punctual input of critical information into relevant databases and systems.
• Promptly communicate service readiness or disruptions to all stakeholders, including passengers, internal teams, and external partners. Effective communication is paramount.
• Serve as a key liaison to organize transportation solutions during service disruptions, engaging with all relevant stakeholders.
• Maintain ongoing communication with passengers, as well as internal and external stakeholders, to manage disruptions effectively.
• Oversee security operations and the management of CCTV surveillance.
• Coordinate with the team to address security concerns promptly and appropriately.
• Work closely with the Customer Service Delivery team and the Customer Call Center team to facilitate the swift exchange of information and ensure seamless communication.
• Facilitate communication between various departments involved in passenger train operations and maintenance. Ensure that critical information is shared effectively and that relevant stakeholders are informed promptly.
• Collaborate with cross-functional teams to identify process improvements and automation opportunities in information management and control.

Desirable Qualifications, Skills And Experience

Academic Qualifications:

Diploma or in a relevant field (e.g., information management, business administration, engineering) or equivalent experience.

Experience

Previous experience in information management, or customer services related roles within the railway or transportation industry is preferred.

Skills And Attributes

• Excellent verbal communication in English, Arabic and interpersonal skills.
• Proficiency in using information management software and tools.
• Ability to work collaboratively in a fast-paced operational environment.
• Analytical mindset with problem-solving capabilities.
• Organizational and time management skills to prioritize tasks effectively.