Head of Passenger Service - Train

The purpose of this position is to deliver both customer service and
operational strategies of the Dubai Metro by effective leadership in the
planning, development, and management of the Keolis-
MHI Dubai Metro Passenger Services Department.

The role will lead the Passenger Services Department to deliver a safe,
reliable, world-class, and customer-focused train service. They will champion
the Keolis MHIs philosophy to 'Think Like a Passenger', promoting the
initiative throughout the business in order to deliver a step change in the
level of customer service delivered to customers.

MAIN RESPONSIBILITIES Support the Heads of and Managers in leading the
planning for projects and customer service initiatives for the Passenger
Services Department. Lead the team, and coordinate resources including hiring
and management of qualified managers, station staff, and other critical roles.
Oversee key operational interfaces with other teams and departments. Plan,
manage and oversee station resources to provide a safe, reliable, world-class,
and customer focused Metro service. Manage the rollout of committed
obligations, projects, and initiatives. Monitor service delivery to satisfy
the committed performance targets. A dvise and lead the team to manage and
solve problems relating to passenger service delivery. Accountable for the
full readiness of stations and staff. Manage the response and follow-up of
incidents reported, including the approval of actions/ recommendations
resulting from incident or safety investigations. Contribute to the
development and maintenance of standard operating procedures and work
instructions with the broader management team and the HoPS. Leading the team
to meet and exceed Key Performance Indicators according to the targets.
Responsible for ensuring the ongoing competence of all team members to drive
the upskilling and continuous development of staff capability. Lead, manage
and motivate the team, including coaching departmental supervisors or team
leaders.

KNOWLEDGE REQUIRED
OCC knowledge of systems and integration of the departments.
Thorough understanding of station operations, station staff management, roster
arrangements, train operations, general depot working, and OCC.

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 organization. Good
English communication skills and the ability to manage multiple tasks
efficiently and work productively in a fast-paced, team-oriented environment.
Strong organizational skills, detail-oriented, and the ability to handle
multiple priorities. Must display excellent leadership and motivational skills
and be able to achieve goals and objectives through others, and the ability to
communicate effectively with other disciplines,
proven people management skills are paramount. Good literacy and numeracy
skills are required for the role. Ideally has experience of working with
Training and Assessment Programs. Holder of a valid UAE driving license with
good driving skills and experience.

EXPERIENCES Must have a minimum of ‎10-‎12 years of relevant work experience
with excellent commercial knowledge and the ability to think within
substantially diversified company procedures. Should have a minimum of ‎5 years
of leading a team of station / customer-facing staff providing transport
services. Significant experience of working as front-line staff in a customer-
oriented and customer-focused environment.

EDUCATIONAL QUALIFICATIONS
Must hold at least a bachelor's degree.
Preferably a certified passenger train driver