Senior Ticket Controller

Overview

-------------

• Support the implementation of Revenue Protection strategies, deployment plans and enforcement initiatives to deter fare evasion and ensure passenger compliance to Dubai Metro & Tram Bylaws.
• Assist Revenue Protection Management in developing inspection patterns, deployment strategies and conducting revenue protection activities.
• Support governance and compliance to procedures by ensuring all activities and tasks are aligned with organisational requirements.

-------------

• Ensure accurate and up to date fine issuance and reconciliation data.
• Oversee, review and maintain monthly revenue protection reports, including fines issues, paid/unpaid status and violation data.
• Manage and update the fine database, ensuring data accuracy and integrity.
• Support in monitoring operational costs and business expenses, accomplishing overtime reports, and keeping track of reimbursement requests.

--------------------------

• Deliver high-quality customer service while conducting inspections and enforcement duties.
• Educate passengers on fare compliance, bylaws, and proper use of Metro & Tram, promoting Think Like A Passenger Approach.
• Lead passenger education campaigns, ensuring awareness of the bylaws and promoting safe behaviour across the network.
• Coordinate with relevant stakeholders with Keolis MHI organizations, including scheduling meetings and accomplishing minutes of meetings.
• Process documents related to Dubai Volunteers and Revenue Protection Surveyors, ensuring adherence to access management procedure.

Operational

• Lead and supervise a team of ticket inspectors, ensuring adherence with deployment duties, strengthened visibility on the main line and compliance with enforcement measures.
• Plan and execute revenue protection activities, such as Tram Block, Platform Block, Special Activity in Gold Class, Hop On Hop Off and Group Activity.
• Support in crowd control, customer service and fine issuance during special events and disruptions.
• Perform ticket inspection duties when required and cover the shift of Revenue Protection Supervisor in case of absence.
• Assist in incident investigations, evidence gathering and reporting.
• Maintain and ensure compliance with Revenue Protection procedures, Dubai Metro & Tram Bylaws, and safety & security protocols.
• Perform administrative and coordination duties, including scheduling, documentation, meeting coordination, and office support activities.
• Manage staff attendance, leave tracking, overtime records, and support revenue protection staff when faced with system related issues.
• Maintain organized filing systems, documentation records, and seek approvals with the relevant stakeholders in processing budget requests, PTW, PO and other similar documents.

Capability / People

• Lead, coach, and support ticket inspectors to ensure high performance, professionalism, and compliance.
• Monitor team performance through reporting, data analysis, and operational feedback, ensuring continuous improvement.
• Ensure staff adherence to training requirements, work procedures, attendance policies and safety standards.
• Support employee engagement initiatives, team coordination, and internal communication activities.
• Act as a key point of contact for administrative systems (e.g. HRIS), providing support and guidance to staff.
• Promote a culture of accountability, teamwork, safety, and service excellence within the Revenue Protection function.
• Minimum qualifications
• Min.

Education

• Ideally a degree holder or high diploma of post-secondary education in a related discipline.
• Bachelor’s degree holder.
• Certified in fine authorization.

Experience

• Minimum 3 years work experience as a ticket controller or administrative officer in public transport or related field.
• At least 1 year of supervisory and management experience in leading a team of ticket inspectors to counter fare evasion and to investigate transport offences or equivalent any other public transport.
• Basic knowledge of data analysis tools.
• Basic knowledge and experience in PowerBI or similar tools.

Skills / Training

• Fluent in English.
• Good literacy and numeracy skills required for the role.
• Ability to understand complex systems and possess good IT skills.
• Strong organisational skills, detail oriented, and the ability to handle multiple priorities.
• Abilities to work unsupervised, self-motivated and customer focus.