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