Group Station Supervisor - UAE National

Job description

Group Station Supervisor - UAE National

Date: Nov 4, 2024

Location: 

Dubaï, AE, 114190
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Brand: KEOLIS

Contract Type: Permanent contract

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.

MAIN RESPONSIBILITIES:

·  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 Controllers and Car Park Attendants to 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.
·  Ensure 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, well groomed, fit to work and fully briefed prior to the start of shift.
·  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.
·  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.
·  Fine Issuance within stations and preparation of fine reports for the Revenue Protection team.
·  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.
·  Perform shifts and emergency duties when required.
·  Perform and carry out other duties as instructed / directed by the Passenger Services Manager and Deputy of Head of Passenger Services, and Operations Director.
·  Ensure compliance with the Keolis MHI Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards.
·  Ensure security and integrity of all data provided including reporting performance, finance and customer information - reference Keolis MHI non-disclosure policy.
·  To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions - reference SMS GSOP-HSE1-6 Keolis MHI organisational HSE responsibilities.
·  Ensure compliance with all Keolis MHIs training requirements and always adhere to these requirements whilst in employment; and
·  Report any accidents, incidents, breaches or potential breaches to appropriate management.

 

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 organisation.
·  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 required for the role.
·  Ability to understand complex systems and possess good IT skills.
·  Strong organizational skills, detail oriented, and the ability to handle multiple priorities.

 

EXPERIENCES

·  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.

 

EDUCATIONNAL QUALIFCATIONS

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

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