Group Station Lead - Tram

Job description

Group Station Lead - Tram

Date: Apr 28, 2026

Location: 

Dubaï, AE, 114190
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Brand: KEOLIS

Contract Type: Permanent contract

The Group Station Lead is responsible for supervising Customer Service Agents to deliver safe, reliable, world-class, and customer-focused tram services. The Group Station Lead plays a critical role in achieving organizational Key Performance Indicators (KPIs) while consistently delivering superior customer experiences across all touchpoints of the Dubai Tram system.

KEY RESPONSIBILITIES 

Strategic

·  Develop and implement effective strategies for maintaining customer-facing assets in line with organizational objectives.
·  Contribute to continuous improvement initiatives based on RTA survey feedback and performance metrics.
·  Anticipate operational needs and proactively plan resource allocation to ensure optimal customer satisfaction.
·  Develop action plans to address deficiencies identified in RTA surveys and customer feedback of service delivery problems proactively and in a timely manner.
·  Perform analysis and identify the trends to provide recommendations for the improvement.

Financial

·  Maintain cost-effective operations while meeting quality standards for station appearance.
·  Provide input for budgeting of supplies, equipment, and asset maintenance requirements.

Stakeholder / Customer

·  Monitor and maintain all customer-facing assets to ensure optimal functionality and appearance.
·  Ensure all station signage, information displays, and customer communication tools are properly maintained and updated.
·  Achieve high ratings in RTA customer satisfaction surveys through excellence in station presentation.
·  Coordinate responses to RTA survey feedback and implement corrective actions.
·  Ensure high standards of cleanliness throughout stations to enhance customer experience.
·  Respond promptly to customer feedback related to station condition and cleanliness issues.
·  Oversee compliance and quality assurance for subcontracted services including Waste Management, Pest Control, Feminine Hygiene, and Laundry in alignment with operational standards.
·  Maintain positive relationships with internal departments and external service providers.

 

Operational

 

·  Conduct regular inspections of all customer-facing assets including signage, lighting, information displays, ticketing machines, and customer amenities.
·  Ensure timely escalation for any inoperable or damaged customer-facing assets and obtaining service requests by customer service agents.
·  Maintain focused attention on station signage, ensuring all directional and informational signs are visible, clean, and in proper working order.
·  Monitor station lighting to ensure all areas are properly illuminated for customer safety and comfort.
·  Coordinate with maintenance teams to prioritize repairs of customer-facing assets.
·  Track and follow up on all maintenance requests to ensure timely resolution.
·  Report faults to equipment suppliers in case of faulty equipment.
·  Complete all departmental documentation accurately.
·  Plan and organise necessary arrangements for special events and extreme weather condition.
·  Ensure waste collection and pest control are promptly coordinated for positive implementation.
·  Develop and implement crowd management strategies during peak hours, special events, and service disruptions.
·  Take command during emergency situations, leading controlled/uncontrolled evacuations according to established protocols.
·  Maintain competency for station operation and also to tram driving competency to act as an emergency tram driver as and when required.
·  Work in tandem with the Operations Supervisor to facilitate operational efficiency.

 

Capability / People

 

·  Train staff on the importance of customer-facing assets and their role in customer satisfaction.
·  Monitor the cleaning staff effectively to maintain excellent station presentation.
·  Provide necessary training to enhance staff capabilities in asset maintenance.
·  Coordinate work of small administrative teams as needed.
·  Motivate team members to deliver high-quality service focused on customer experience.
·  Ensure team adherence to company policies and procedures.
·  Manage Competency Management System (CMS) assessments for customer service agents.
·  Ensure the customer service agents are trained, assessed, and certified for safety-critical activities.
·  Conduct employee Performance Reviews and handle disciplinary issues and grievances.

 

Safety Responsibilities

 

·  Ensure all customer-facing assets are maintained in a safe condition for public use.
·  Follow safe working procedures and instructions personally.
·  Wear appropriate personal protective equipment (PPE) as required.
·  Ensure team members comply with all safety protocols.
·  Accept responsibility to act in a safe manner at all times.
·  Work within established safety systems for the workplace.
·  Perform duties only for which staff are trained and certified.
·  Ensure health, safety, and welfare of self and others.
·  Maintain a positive attitude toward environmental and sustainability initiatives.
·  Comply with Keolis-MHI QHSE Policies and Safety Management Systems.
·  Report safety occurrences or incidents to supervisors in a timely manner.
·  Provide assistance during emergency situations per applicable protocols.
·  Ensure assets under area of responsibility are safely maintained and used.
·  Ensure compliance with all safety information/boards/equipment.
·  Report and correct damage to safety equipment immediately.
·  Maintain proactive behaviour toward work-related knowledge and competencies.
·  Manage visitor safety and compliance with site protocols.

 

 

Minimum Qualifications

 

Min.

Required

Desirable

Education

Ideally a degree holder or high diploma of post-secondary education in a related discipline.

Experience

·  Through working knowledge of Tram Operation/ Tram Driving.
·  Knowledge of safety procedures and compliance requirements.
·  Ability to work in shifts and respond to emergency situations.
·  Minimum 1 years of experience in Tram Driving.
·  Working knowledge of Customer Service.
·  Through knowledge of Tram operations.
·  Ability to liaise in a professional and persuasive manner with staff at all levels in the organisation.
·  Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.
·  Must have good eyesight and normal colour vision.
·  A mature, proactive and responsible approach to work with initiative and problem-solving ability.

·  Experience in rail industry or high-traffic transport management preferred.
·  Track record of team management and leadership.
·  Demonstrated experience in managing customer-facing assets and station presentation.
·  Possession of RTA instructor permit.
·  Qualified Assessor / Key Instructor in safety critical and non-safety critical tasks within Tram Operations.

Skills / Training

·  Fluent in English.
·  Excellent numeracy skills.

Exposure to Railway Operations discipline.

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