JOB DESCRIPTION / ROLE
Job title
Zone Manager - LRT
About the company
RATP Dev, in the Middle East and across the world, is committed to developing and optimising public transportation systems. Everywhere, we operate to boost the local economy and quality of life of our passengers. Everywhere, we are driven by excellence, passion and determination in welcoming challenge.
RATP Dev Middle East is the regional head office which operates and maintains urban transportation systems in multiple countries, on four continents, carrying more than 1.5 billion annual passengers on its networks. Headquartered in Dubai, RATP Dev Middle East has become a leading, innovative and sustainable mobility player in the Middle East and North Africa (MENA) region.
In the wider MENA region, RATP Dev Mobility Cairo (RDMC) is in charge of the operations and maintenance of Cairo Line 3 and its future extensions therefore we are actively sourcing quality talent for this new and exciting venture in Egypt.
About the job
- Hire, manage and develop a team of around 20 employees as Station Masters, Sale agents and information agents.
- Supervise the team's performance against organizational, departmental, station and individual objectives.
- Meet customer experience satisfaction KPIs' in stations and sales KPIs'.
- Provide excellent customer satisfaction by operating services as per Company Policy, Standards and Procedures.
- Participate into the testing and commissioning of station equipment.
- Develop and attend tests to ensure station equipment meet customer service requirements.
- Continuously improve customer service experience through assessing gaps and proposing solutions.
- Comply with the rule book and all relevant safety procedures and processes and enforce them to all relevant in-house staff or subcontractors,
- Review, contribute to and have a full understanding of all safety critical procedures.
- In emergency situations such as signaling failures, the zone manager may be required to manually operate trains to a safe place where the train can be withdrawn from service.
- Supervise Cash handling related to ticket sales.
- Promote a positive Safety culture within the workplace and conduct any Safety related meetings/briefings as required within the Job role.
- Comply with the requirements of the Company Safety Policy and Safety.
- Monitor security vendor to assure their presence.
- In conjunction with the HSE&CSR Manager, ensure that all accidents and 'near misses are properly recorded, reported and investigated to determine the root causes.
- Submission of Hazard observations in accordance with Hazard observation reporting guidelines.
- Assure Marketing campaigns conduction are in place.
- Cash handling related to ticket sales.
REQUIREMENTS
Requirements
- Suitable University Degree, Preferably BSc. Engineering
- Highly motivated to deliver a world class service in terms of Safety and Quality.
- Proven ability to achieve sustainable results and take hands-on approach.
- Understanding of trends and developments within the Customer Service Industry (latest technology, applications).
- Ability to think strategically, motivate and lead teams.
- Demonstrate the ability to set standards to meet the customers' expectations.
- Highly motivated team player with sound organizational and leadership skills.
- Mon. 10 years experience in a customer service and sale environment.
ABOUT THE COMPANY
We operate and maintain urban and intercity transportation systems in 12 countries, on four continents, carrying more than 1.5 billion annual passengers on our networks.
Our parent company, RATP, is the transportation operator for Paris and the surrounding region. It ensures 12 million trips a day on one of the world's densest and most multi-modal transportation network.
As the world's fifth-largest transportation company, RATP Group runs and maintains tens of thousands of kilometers of subway, bus, tram, and urban or intercity rail lines around the globe.
Every day we innovate for smarter, more sustainable cities by designing, operating and maintaining networks for the well-being of our passengers. Our key words: passion and determination.
