Ticket Controller - Secondment 6 Months

Keolishyderabad; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Keolishyderabad is seeking an experienced Ticket Controller lead to manage a team of Inspectors focused on revenue protection and deterrence of fare evasion. You will oversee fines, reporting, and enforcement of travel by-laws across trains and stations in a busy transit network.

You will work closely with Station Masters, OCC Security, and Dubai Police as required, ensuring safe, efficient passenger service and high-quality customer support in a dynamic environment.

Qualifications

• Minimum 3 years in transit ticket control or similar role.
• At least 1 year of supervisory experience.
• Experience countering fare evasion and investigating offences.

Responsibilities

• Oversee and lead Ticket Inspectors to protect revenue and deter fare evasion.
• Maintain Fine/Revenue databases and generate daily/weekly/monthly reports.
• Issue penalty fares for violations and enforce travel by-laws.
• Coordinate with Station Masters, OCC Security and Dubai Police as needed.
• Provide high-quality customer service and handle escalations.
• Design inspection patterns and deploy inspectors across trains and stations.
• Support Incident Investigators with information and evidence when needed.
• Assist Revenue Protection Manager with strategy and planning.

Skills

Ticket inspection

Team leadership

Revenue protection

Report generation

Customer service

Communication

Data analysis

Education

Bachelor's degree or higher in relevant field

Tools

S-Tafteesh device

Job description

Job Description:

The purpose of this position is to lead a team of Ticket Inspectors to provide effective revenueprotection on the system and a visible deterrent to fare evasion and other offences on the system.

KEY RESPONSIBILITIES

• Oversee, manage & lead the Ticket Inspectors and be responsible of all the activities of Revenue Protection within his/her section and provide effective revenue protection on the system and a visible deterrent to fare evasion and other offences on the system.

• Responsible of Database Maintenance: Keeping track of all the fines issued, paid and unpaidby both ticket inspectors and station staff on daily basis.
• Daily reports
• Daily Fine Database update
• Daily Revenue protection report (Cumulative fine, Violations, paid and unpaid fines)
• Weekly/Monthly Revenue protection report
• Weekly/Monthly Security report
• Weekly/Monthly Fine Analysis report
• Weekly/Monthly Ticket Inspector report

• Issue penalty fare to passengers who travel without a valid ticket or with the intent to avoid their correct rail fare and issue of penalty fares for the violations of by–laws where necessary.

• Enforce revenue protection procedures and associated by–laws.

• Enforce conditions of travel and relevant codes of practice on the system and communicatewith Station Masters, Security Controller (in OCC) and, when necessary, Dubai Police Force.

• Provide quality customer service.

• Ticket Controller will do ticket inspection on train and on stations with S-Tafteesh device thatcan read and analyses cards and tickets and determine their validity for the respectiveservice.

• Ticket controller will perform following activities:

1. Special exercise working with the police.
2. Plain clothes duties
3. Station Blocks
4. Platform Blocks
5. Checking Gold Class Traveller
6. Passenger in wrong Class
7. Checking normal Class passengers.
8. Other shift and emergency duties when required.

• Design ticket inspection pattern and deploy ticket inspectors accordingly.
• Provide a high-level revenue protection presence on trains and stations.
• Provide effective internal and external communications and information about security of thesystem and environment in an efficient and timely manner.
• Implement security measures and procedures to meet the security requirements of DubaiMetro and Tram.
• Assist Incident Investigators in gathering information and evidence whenever necessary.
• Assist and advise Revenue Protection Manager for strategies and new plans for the section.
• Assist station staff in managing passengers’ behaviour including crowd control.
• Render all possible assistance to customers, in particular those with special needs, toenhance customer service and safety.
• Perform and carry out other duties as instructed / directed by Revenue Protection Managerand the Head of Revenue Protection.

KEY SKILLS

1. Good literacy and numeracy skills required for the role.
2. Ability to understand complex systems and possess good IT skills.
3. Strong organisational skills, detail oriented, and the ability to handle multiple priorities.
4. Abilities to work unsupervised, self-motivated and customer focus.
5. A mature, proactive and responsible approach to work with initiative and problem-solving capability.
6. Ability to liaise in a professional and persuasive manner with staff at all levels in the organisation.
7. Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment

Experience

1. A minimum of 3 years, preferably 4 years of work experience as a ticket controller in public transports or equivalent public transport environment.
2. At least 1 year of supervisory and management experience in leading a team of ticket.
3. inspectors to counter fare evasion and to investigate transport offences or equivalent any other public transport.

Educational and Professional Qualifications

Ideally a degree holder in a related discipline or minimum Higher diploma of post-secondary education and/or relevant professional qualifications.