Head of Passenger Services
Role Overview
Head of Passenger Services – Metro role for a confidential client in the UAE transportation sector.
Oversees planning, development, and management of passenger services to deliver safe, reliable, efficient, customer-focused metro services.
Location stated as Dubai, UAE; employment type stated as full-time.
Key Skills for This Role
Full Job Posting
Role overview
Head of Passenger Services – Metro role for a confidential client in the UAE transportation sector.
Oversees planning, development, and management of passenger services to deliver safe, reliable, efficient, customer-focused metro services.
Location stated as Dubai, UAE; employment type stated as full-time.
Key responsibilities
- Lead strategic planning, development, and overall management of the Metro Passenger Services Department.
- Oversee station operations, staffing, and resource allocation for safe and efficient service delivery.
- Manage recruitment, deployment, performance, and development of station managers, supervisors, and frontline personnel.
- Ensure station readiness across staffing, service standards, and safety requirements.
- Monitor KPIs and improve operational efficiency and passenger satisfaction.
- Coordinate with Train Operations, OCC, depot operations, and other departments.
- Oversee incident response and investigations; implement corrective and preventive actions.
- Develop and maintain SOPs, operational guidelines, and work instructions.
- Lead competency development, training, and continuous improvement.
- Promote safety, operational excellence, accountability, and customer service.
Qualifications and experience
- Bachelor's degree or higher diploma in a relevant discipline.
- Minimum 10–12 years of relevant experience, preferably in metro, rail, or mass transit operations.
- At least 5 years leading station operations, passenger services, or customer-facing teams in transportation.
- Strong understanding of station and train operations, depot activities, staff rostering, and OCC interfaces.
- Proven ability to lead large teams and deliver service performance targets.
- Strong knowledge of passenger safety, incident management, operational procedures, and service quality standards.
- Leadership, communication, stakeholder management, and problem-solving skills.
- GCC metro or rail experience is highly advantageous.
- Passenger train driver certification and training/assessment programme experience are desirable.
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