Group Station Supervisor

4 weeks ago


Dubai, United Arab Emirates KEOLIS Full time

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.

**EDUC


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