JOB PURPOSE

The Stations Lead supports the Stations Manager in overseeing end-to-end station operations across the entire line. The role ensures safe, efficient, and compliant station performance by supervising Stations Supervisors, monitoring operational KPIs, managing subcontractor performance, and maintaining service quality standards.

The Stations Lead plays a critical role in operational readiness, safety compliance, event management, and stakeholder coordination to ensure consistent and high-quality passenger experience. 

RESPONSIBILITIES/DUTIES

Operational Delivery

• Oversee daily station operations through Stations Supervisors to ensure full operational readiness and compliance with approved procedures.

• Monitor key station performance indicators and drive corrective and continuous improvement actions.

Attendance & KPI Management

• Monitor and validate daily attendance of Housekeeping and all subcontracted staff.

• Ensure accuracy of attendance records and address discrepancies with relevant contractors and stakeholders.

Safety, Security & Compliance

• Ensure full compliance with safety, security, and emergency response procedures across all stations.

• Conduct regular station inspections to identify operational risks, hazards, or outstanding observations.

• Support management of incidents, disruptions, and emergency situations within delegated authority.

• Lead emergency response procedures and manage incidents until service recovery is achieved. 

• Participate in safety audits, drills, investigations, and compliance reviews.

• Review, contribute to, and maintain a thorough understanding of all safety-critical procedures.

People Leadership & Coordination

• Provide functional leadership and direction to Stations Supervisors and Station Masters to ensure consistent operational standards and service delivery. 

• Lead, plan, and motivate Station Masters to deliver safe, reliable, and customer-focused station services. 

• Oversee staff deployment, shift coverage, and resource allocation in coordination with the Stations Manager. 

• Manage Station Master activities during shifts and ensure service delivery complies with all applicable rules, procedures, and operational standards. 

• Maintain effective coordination between station teams and other operational departments. 

• Support performance management processes, including coaching, performance evaluations, and corrective actions. 

• Evaluate Station Masters’ performance and support their continuous development. 

Customer Experience

• Monitor customer service delivery across stations to ensure compliance with defined service standards.

• Support the resolution of customer complaints and operational service issues.

• Participate in customer service improvement initiatives and service enhancement programs.

• Ensure proper investigation, response, and closure of complaints received via Call Center or other channels. 

Special Events Operations & Planning

• Lead operational planning and coordination for major events impacting stations, including:

o Football matches

o Music concerts

o VIP movements and official delegations

o Events occurring within or adjacent to stations affecting passenger flow

• Coordinate crowd management measures in collaboration with Planning, Security, OCC, and HSE.

• Align staffing plans and station readiness based on event-specific operational requirements.

• Prepare pre-event operational plans, risk assessments, staff briefings, and post-event performance reports.

Stakeholder Coordination

• Act as the operational focal point with internal departments including Planning, Revenue, Customer Service, OCC, Security, Maintenance, PTW, HSE, and HR.

• Ensure timely communication, issue escalation, and cross-functional alignment affecting station performance. 

Decision Making Authority

• Make operational decisions related to day-to-day station management.

• Approve short-term staff redeployments within defined authority limits.

• Initiate first-level emergency response actions in accordance with company procedures.

• Escalate major operational, safety, or performance issues to the Stations Manager. 

Other Duties

• Perform any additional duties or responsibilities assigned by the Stations Manager in line with operational requirements. 

• Ensure the proper implementation of the cleaning management contract and verify that all contractual requirements are effectively applied. 

• Develop and implement the Competency Management System (CMS) in accordance with operational requirements. 

• Establish internal control mechanisms to monitor staff performance and operational compliance. 

• Deliver refresher training sessions to staff on behalf of the Technical Department to maintain operational knowledge and technical awareness. 

• Prepare and issue TVSM reports, ensuring accuracy, completeness, and timely submission. 

• Provide support to the Stations Manager in recruitment activities and internal promotion processes.

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, or any relevant discipline.

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

KNOWLEDGE:

• Comprehensive understanding of railway/metro station operations, including SOPs, emergency procedures, and safety protocols.

• Strong knowledge of crowd management, event operations, and passenger flow control.

• Familiarity with incident reporting, investigation procedures, and safety management systems (SMS).

• Knowledge of KPI monitoring, subcontractor performance evaluation, and attendance management.

• Awareness of HSQE standards and regulatory compliance in public transportation.

EXPERIENCE:

• 7 - 10 years of experience in railway, metro, or comparable transport operations.

• Prior experience managing teams in a 24/7 operational environment. 

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

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

DESIRED BEHAVIORS

• Operational Accountability: Demonstrates strong ownership of station performance by proactively monitoring operations, ensuring compliance with procedures, and driving timely corrective actions.

• Safety-First Commitment: Prioritizes safety in all station activities by enforcing safety protocols, identifying risks early, and promoting a culture of proactive hazard reporting.

• Leadership & Team Guidance: Provides clear direction and functional leadership to Stations Supervisors, ensuring consistent standards, fair oversight, and effective team coordination.

• Stakeholder Collaboration: Builds strong cross-functional relationships and ensures effective coordination with internal departments and subcontractors to maintain seamless station operations.

• Customer-Centric Mindset: Actively safeguards service quality by monitoring customer experience, resolving complaints efficiently, and supporting continuous service improvement initiatives.

• Decisive Problem-Solving: Makes timely and well-informed operational decisions during routine activities, disruptions, and special events while escalating critical matters appropriately.

• Performance & KPI Focus: Maintains close oversight of attendance, subcontractor performance, and operational KPIs to ensure contractual compliance and high service standards.