Project Manager - Passengers Experience

Job Purpose

Strategy

• Lead the full project governance lifecycle for passenger experience initiatives, including scope
• and resource planning, cross-functional execution, risk and alignment monitoring, and
• structured closure with documented lessons learned.
• Plan and approve project scope, schedules, budgets, resources, and risk registers, secure
• finance approval and conduct studies on future fare revenues and projected passenger
• growth to guide long-term planning, supporting data-driven enhancements across passenger
• information systems
• Define and update fare structures, tariff policies, and marketing plans to curb evasion, grow
• revenue, and align with RTA objectives, while setting KPIs for O&M contractor performance in
• AFC operations, revenue reporting, and customer service.
• Approve tariff structures, cryptographic key issuance, and disaster-recovery procedures to
• safeguard revenue streams, information assets, and operational resilience.
• Manage projects related to digital transformation and information publication kiosk
• initiatives, ensuring seamless integration, user accessibility, and alignment with RTA’s
• passenger experience vision.

Operations

• Monitor AFC central systems, station devices, car-park fare systems, and parking collections,
• verifying data integrity, SAM card deployment, KPI compliance, and cybersecurity across
• operator systems.
• Prepare and review high-level executive reports, including the Chairman’s summary,
• highlighting project performance, revenue outcomes, and key passenger experience
• initiatives for leadership and stakeholder review.
• Liaise with MCC to ensure consistent messaging across digital and physical platforms, and
• oversee publication of key passenger and stakeholder communications, integrating updates
• into Passenger Information Hub channels to ensure unified, real-time communication.
• Coordinate with Finance, ACS, and Rail teams on revenue distribution, audits, reconciliations,
• and cash-security measures; manage daily financial settlements; and ensure operator
• compliance with tariff laws, ticket inspections, and revenue-protection procedures.
• Oversee AFC implementation in new projects, supervising construction, commissioning,
• integration, factory tests, and operational readiness, including software and hardware
• upgrades.
• Roll out fare-table changes, tariff schedule amendments, publicity materials, and multichannel
• passenger information across all outlets, while coordinating service updates,
• vending-machine locations, and touchpoints.
• Supervise operator handling of complaints, appeals, and grievances, ensuring timely closure
• in CRM systems in coordination with Authority committees.
• Supervise operator maintenance of AFC hardware, software, communication systems, and
• CCTV, enforcing preventive/corrective measures, obsolescence management, and KPI
• standards.

Product / Process Improvement

• Analyze AFC faults, software failures, system performance, passenger-flow data, ridership,
• and revenue trends; prepare reports; and recommend technology or procedural
• enhancements to improve accuracy, uptime, customer satisfaction, and revenue.
• Implement corrective actions based on passenger-satisfaction surveys, mystery-shopper
• findings, SLA reviews, and lessons-learned exercises, embedding improvements into future
• projects and departmental procedures.
• Benchmark AFC performance, implementation methodologies, audit processes, and
• marketing strategies against global best practices to ensure continuous improvement.
• Draft and review tenders, SLAs, upgrade documents, and contracts, embedding AI, analytics,
• cybersecurity requirements, and international standards and provide expert advice in
• governance, bid analysis, and interdepartmental initiatives.

Physical Working Conditions

• Conduct site inspections during installation, testing, commissioning, and equipment
• validation; be available after hours for critical cutovers, audits, or fault-resolution activities.

Education

Experience

Schedule-Time