Group Station Supervisor (UAE National)

<div><p>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.</p><p>This position will report directly to the Passenger Services Manager. They will lead and support the Station Master role in managing the team of customer-facing station staff.</p><h3>KEY RESPONSIBILITIES</h3><h3>Strategic</h3><ul><li>Deliver a safe, reliable, world‑class and customer focused station environment and car park services.</li><li>Build and maintain a high level of customer service excellence, ensuring that all staff work in compliance with Keolis MHI customer service standards.</li><li>Maintain and continuously exceed the positive image and public recognition of the network by encouraging and motivating frontline staff to deliver excellent customer service.</li><li>Ensure staff are compliant with all revenue procedures.</li><li>Monitor staff adherence to Procedures and Work Instructions.</li><li>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.</li><li>Manage and effectively handle cash and NOL products when selling. Report any surplus, loss, or financial discrepancies when entrusted with cash and products when required.</li><li>Provide ticket sales, and train services information and respond to passenger enquiries when required.</li><li>Managing and overseeing cash collection, management and reconciliation in the station when required.</li></ul><h3>Stakeholder / Customer</h3><ul><li>Plan and execute internal test case plans among the group stations.</li><li>Support stations when responding to emergency situations and other ADHOC requirements.</li><li>Organise the deployment of additional manpower in cases of service disruption, special events and other ADHOC requirements.</li><li>Support the Passenger Services Manager to engage and build relationships with stakeholders.</li><li>Provide effective communications and information with internal and external parties in an efficient and timely manner.</li><li>Meet and greet customers and provide a high level of customer service.</li></ul><h3>Operational</h3><ul><li>Supervise day‑to‑day station operations and assist in queue management to ensure a smooth flow of passengers through busy stations.</li><li>Develop campaigns and proactively identify ways in which we can improve customer service satisfaction.</li><li>Improve performance by meeting and maintaining the Key Performance Indicators and surveys within the assigned stations.</li><li>Support fine issuance within stations and assist with necessary documentation.</li><li>Monitor and maintain a safe and secure station and car park environment and service of Dubai Metro.</li><li>Responsible for delivering improvements based on the specific outcomes of customer satisfaction surveys, inspections and audits to their assigned stations and car parks.</li><li>Implement corrective actions to deliver continuous improvement in the station and car park operations and to always maintain a high benchmark.</li><li>Provide effective communications and information with internal and external parties in an efficient and timely manner.</li><li>Implement safety measures and procedures and meet the safety requirements of Dubai.</li><li>Metro to ensure safety and comfort of passenger movement within the station and car park premises.</li><li>Undertake comprehensive checks to ensure all station and car park equipment and facilities are in good working order.</li><li>Provide assistance to the training department to support the delivery of training courses.</li><li>Conduct Competency Management System (CMS) assessments.</li><li>Conduct Performance Reviews for the Station Masters within the assigned stations.</li><li>Carry out periodic health, safety, quality, environment and operational briefings to the station staff.</li></ul><h3>Capability / People</h3><ul><li>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.</li></ul><h3>KEY COMPETENCIES</h3><ul><li>Operational Knowledge – Excellent knowledge of the station environment.</li><li>Thorough understanding of general station / train operations, Station / train crew management, roster arrangements, station / train operations, general depot working and OCC.</li><li>Some OCC Knowledge of systems and integration of the departments.</li><li>Thorough understanding of station operations and associated activities.</li><li>Awareness and understanding of the relevant work instructions and procedures.</li><li>A mature, proactive and responsible approach to work with initiative and problem solving capability.</li><li>Ability to liaise in a profess