مدير المحطات

Job description

Mission

JOB PURPOSE

The Stations Manager ensures the safe, reliable, and efficient operation of all stations along the line. He/she leads Station Supervisors and Station Masters to maintain operational discipline, asset availability, emergency readiness, and compliance with safety-critical standards. The role oversees station procedures, coordinates with OCC and Maintenance for faults and incidents, and ensures stations deliver consistent, high-quality passenger experience in line with RDMC requirements.

RESPONSIBILITIES/DUTIES

Operational Control & Station Readiness

•Conduct daily operational oversight across all stations under responsibility, ensuring full readiness before service begins and sustained performance during service hours.

•Verify opening and closing routines, including access control, security sweeps, equipment resets, housekeeping readiness, and staffing availability.

•Ensure that all operational checklists, shift logs, and safety inspection rounds are completed accurately, signed, and escalated when deviations occur.

•Monitor the performance and availability of critical station systems such as PSDs, AFC equipment, escalators, elevators, CCTV, PA, ventilation, lighting, fire detection and suppression systems, and station SCADA.

•Ensure that asset failures are reported immediately, categorized correctly, assigned to the relevant maintenance teams, and tracked to closure within contractual timeframes.

•Proactively identify operational risks such as congestion points, crowding, equipment malfunctions, or passenger behavior patterns, and implement mitigating actions.

•Oversee station readiness during special events or high-demand periods, coordinating closely with OCC and Customer Service to maintain safe passenger movement.

•Validate that Station Masters are applying degraded-mode processes correctly (e.g., PSD failure, power outages, AFC fallback mode).

•Ensure business continuity measures are understood and practiced by all station staff.

Safety Leadership, Emergency Readiness & Incident Response

•Enforce all safety requirements, company standards, and legal obligations, ensuring zero deviation from safety-critical procedures.

•Ensure that all station staff fully understand and comply with Safety Management System (SMS) requirements, including Stop-Work Authority, hazard reporting, and emergency escalation.

•Conduct routine audits of emergency exits, firefighting equipment, communications systems, and evacuation routes to verify compliance and operability.

•Plan, lead, and evaluate regular emergency drills (evacuation, smoke simulation, fire scenario, power failure, communication breakdown) in coordination with OCC, security, and safety teams.

•Manage station-level response to incidents and emergencies, ensuring fast assessment, clear communication, safe crowd management, and accurate documentation.

•Lead investigations for station-related incidents, near misses, or operational deviations, ensuring root causes are identified and corrective actions are implemented.

•Ensure readiness of the station for regulatory audits, civil defense inspections, and safety authority reviews.

•Coordinate with security teams to manage unauthorized access incidents, suspicious activity, or public safety concerns.

Leadership, Competency Development & Performance Management

•Provide leadership to Station Supervisors and Station Masters, ensuring disciplined, professional, and customer-centric station operations.

•Define competency requirements for each station role and ensure continuous assessment of technical, operational, and safety competencies.

•Deliver coaching, mentoring, and on-site evaluations to uplift staff capabilities and operational discipline.

•Coordinate with the Training Department to plan induction, refresher, emergency-response, and technical skills training for all station staff.

•Lead performance reviews, define improvement actions, and track progress of individual performance plans.

•Address performance deviations, behavioral issues, or procedural violations through corrective counseling or disciplinary action when necessary.

•Maintain appropriate staffing levels by reviewing roster coverage, allocating manpower based on station needs, and planning for service disruptions or peak periods.

•Ensure subcontractor teams (cleaning, security) meet service standards, comply with station safety rules, and deliver contractual performance KPIs.

Passenger Experience & Service Excellence

•Ensure that passengers receive accurate, timely, and proactive information during normal, degraded, and emergency operations.

•Monitor platform crowding, queueing systems, and passenger circulation to avoid congestion and unsafe behaviors.

•Conduct regular inspections of signage, wayfinding, announcements, and station cleanliness, correcting deficiencies promptly.

•Provide leadership presence during peak hours, incidents, or service disruptions to support customer service and crowd control.

•Ensure station staff uphold professional behavior and high-quality customer service standards at all times.

•Review passenger complaints, identify recurring issues, and implement improvement plans in coordination with customer service leadership.

Coordination & Stakeholder Management

•Maintain continuous operational interface with OCC, especially during degraded modes, special events, and major service impacts.

•Coordinate closely with Maintenance, AFC teams, Security, Customer Service, and other technical departments to ensure integrated station operations.

•Participate in daily coordination calls, operational reviews, and cross-department planning meetings.

•Act as the primary station operations representative during testing, commissioning, and integration of new station equipment or systems.

•Support planning and delivery of engineering works by validating access requirements, worksite readiness, and safety barriers within station premises.

Documentation, Reporting & Compliance

•Ensure all operational documentation is completed accurately, including SHIFT logs, OCC communication records, MMS defect entries, incident reports, safety checklists, and asset status reports.

•Produce daily, weekly, and monthly station performance reports, highlighting risks, trends, recurring failures, and improvement opportunities.

•Maintain full auditability of all station records required for internal and external inspections.

•Track closure of corrective actions from audits, inspections, incident investigations, and management reviews.

•Ensure strict adherence to regulatory requirements, operational SOPs, and safety-critical rules.

Safety Responsibilities

•Promote a positive safety culture within the workplace and attend any safety-related meetings or briefings as

required within the job role.

•Comply with the requirements of RDMC RQHSE Policy and Safety Management System.

•Be mindful that Safety, Security, and Environmental protection are everyone’s responsibility.

•All staff members are accountable for reporting and intervening in any Safety, Security, or Environmental violations.

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

QUALIFICATIONS:

•Bachelor’s degree in Business Administration, Transportation Management, or any relevant discipline.

•Formal training in railway operations, safety management, or station management is preferred.

•Fluent in English and Arabic; French is a plus.

KNOWLEDGE:

•Strong understanding of metro/railway station operations and passenger-flow management.

•Solid knowledge of safety-critical procedures, emergency response, and incident management.

•Familiarity with station systems such as PSDs, escalators, elevators, AFC, CCTV, PA, ventilation, and fire protection systems.

•Knowledge of risk assessment, hazard identification, and mitigation methodologies.

•Competence in using maintenance and operations systems (e.g., MMS/CMMS).

•Understanding of contract management related to cleaning, security, and other station services.

•Strong reporting and documentation skills.

EXPERIENCE:

•Minimum 10 years of experience in railway, metro, or comparable transport operations.

•At least 3 years in a supervisory or station leadership role managing frontline operational teams.

•Demonstrated experience in emergency handling, degraded modes, and safety-critical decision-making.

•Proven record of coordinating multi-disciplinary teams (operations, maintenance, security, customer service).

•Experience monitoring operational KPIs and driving performance improvement initiatives.

DESIRED BEHAVIORS

•Leadership & Accountability: Leads by example, takes ownership of operational performance, and reinforces a disciplined safety culture.

•Calm Under Pressure: Maintains clarity and control in emergencies or peak-demand situations.

•Effective Communication: Communicates clearly and respectfully with staff, OCC, contractors, and passengers.

•Proactive Risk Awareness: Identifies hazards early, anticipates operational issues, and acts decisively.

•Customer-Focused Mindset: Ensures all station activities support a positive, safe, and seamless passenger experience.

•Problem-Solving Orientation: Quickly analyzes issues and implements practical, safety-aligned solutions.

•Team Development: Supports coaching, training, and continuous improvement of station staff competencies.

•Integrity & Compliance: Demonstrates rigor in applying rules, procedures, and safety requirements without exception.

•Collaboration: Builds cooperative working relationships with internal teams and external partners.

•Attention to Detail: Ensures accuracy in logs, checklists, incident reports, and operational documentation