Group Station Lead - Tram

About This Role

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.