JOB PURPOSE: 

The Control & Protection Supervisor is responsible for ensuring the day-to-day management of fraud controllers, who issue fines, and X-ray agents, who monitor security devices. The role is responsible for applying and monitoring daily strategic revenue protection activities across the territory. 

RESPONSIBILITIES/DUTIES 

Operations & Anti-Fraud Management

• Ensure controllers maintain and consistently apply anti-fraud procedures and policies across trains and stations to secure RDMC benefits throughout the territory. 

• Support the Control & Security Manager in identifying, assessing, and resolving potential security hazards or breaches. 

• Ensure proper response to emergencies within the assigned territory. 

• Ensure presence at key stations during peak hours to effectively manage operations. 

• Support management in strategic pricing and fare adjustment decisions. 

• Carry out ticket inspection activities on trains and in stations using Portable Checking and Vending Machines capable of reading, analyzing, and determining ticket validity. 

• Issue penalty fares to passengers traveling without a valid ticket, attempting to evade the correct fare, or violating applicable by-laws. 

• Interact with transportation police on RDMC-related security matters.

Team Leadership & Management

• Manage and oversee the controllers’ team, including scheduling, performance monitoring, performance evaluations, and issue resolution. 

• Lead and supervise the X-ray machine officers’ team to ensure efficient operations. 

• Ensure all duties are properly covered, and teams are deployed within their designated zones. 

• Monitor service delivery to achieve committed performance targets. 

• Conduct sign-on and operational briefings for all teams and ensure compliance with uniform requirements. 

• Ensure all staff under this unit are adequately trained in their roles and provide additional guidance where required. 

• Carry out upskilling and refresher training on all applicable rules, procedures, and revenue protection practices. 

• Be a key instructor in revenue protection training activities as required. 

• Develop the CMS of fraud controllers. 

• Ensure all Fraud Controllers are competent in performing their duties.

Performance Monitoring & Operational Improvement

• Check and analyze departmental data, logbooks, and reports, and suggest operational improvements where required. 

• Monitor daily operational performance and identify areas requiring improvement across control and protection activities. 

• Support the implementation of operational improvement plans and corrective actions when required. 

• Coordinate with relevant departments to ensure smooth execution of revenue protection and security activities.

Safety & Compliance

• Apply SOP instructions consistently across the territory. 

• Prioritize the safety of passengers affected by daily operations. 

• Maintain appropriate uniform and professional appearance in accordance with customer service policy. 

• Be a point of contact for all revenue protection enquiries.

Customer Service & Stakeholder Interaction

• Respond to customer requests and complaints professionally and courteously when required. 

• Implement management instructions accurately and professionally. 

Reporting & Administrative Duties

• Provide regular performance and operational reports to the Control & Security Manager. 

• Achieve additional tasks assigned by the Control & Security Manager.

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 commerce, Accounting, Finance, or related field.

• Proficiency in English and Arabic (written and spoken). 

KNOWLEDGE:

• Knowledge of operational control, and customer service practices. 

• Understanding of safety procedures, operational compliance requirements, and incident handling. 

• Strong analytical, reporting, and problem-solving skills. 

EXPERIENCE:

• 5–7 years of professional experience in customer service industries, transport operations, or security operations. 

• Demonstrated experience in managing and supervising operational teams. 

• Experience in handling operational incidents and customer-related issues is preferred.

DESIRED BEHAVIORS & EXPERIENCES

• Operational Accountability: Ensures consistent enforcement of operational and anti-fraud procedures across all assigned areas. 

• Team Leadership: Leads operational teams effectively through guidance, coaching, and performance oversight. 

• Safety Commitment: Promotes a strong safety culture and ensures compliance with operational safety standards. 

• Customer Focus: Handles passengers and stakeholders professionally while maintaining service quality standards. 

• Attention to Detail: Monitors operational activities accurately and identifies areas requiring corrective action or improvement.