Head of Passenger Service

The purpose of this position is to deliver both the 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 roll out of committed obligations, projects and initiatives.
• Monitor service delivery to satisfy the committed performance targets.
• Advise and lead the team to manage and solve problems relating to the 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 on-going 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 organisation.
• Good English communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.
• Strong organisational 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 ability to communicate effectively with other disciplines proven people management skills are paramount.
• Good literacy and numeracy skills 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.

EXPERIENCE

• A minimum of 10-12 years of relevant work experience with excellent commercial knowledge and the ability to think within substantially diversified company procedures.
• 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 QUALIFCATION

• Ideally a degree holder or high diploma of post-secondary education in a related discipline.
• Preferably a certified passenger train driver.