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Station Operations Manager - United Arab Emirates

United Arab Emirates

Key purpose

The purpose of this position is to lead, plan and provide comprehensive Station Operations consultancy services to the RTA, interfacing with the Expolink Contractors on the Route 2020 project. Developing and ensuring that the delivery of stations is to a safe, secure, reliable, world class and customer focused environment of Station Operations of the Route 2020 Project.

Structure and reporting relationship

The role sits within Route 2020 Project Team reporting to the Operations Readiness Manager.

Based on the specific requirement of the role

Key accountabilities

Key Tasks

Plan, manage and lead allocated station resources to deliver a reliable and a high standard of excellent Customer Service in station environment and services of the Red Line Extension

Plan and manage a safe and secure station environment and service of the Red Line Extension

Ensure that the Station Operations Staff for the Red Line Extension are adequately trained in their particular function and provide additional training and support when necessary

Monitor service delivery and manage the Station Operations staff for the Red Line Extension to satisfy the committed performance targets

Undertake a comprehensive check of all station to ensure that they are in good order

Advise the Operations Readiness Manager and Operations & Maintenance Director of problems relating to the station service delivery in a proactive and timely manner

Approve and implement improvement measures that resulted from investigations and/or operational experience

Communicate and report details of incidents to Operations Readiness Manager, senior management and public relations staff

Contribute to the development and maintenance of standard operating procedures and work instructions

Develop Crowd Control Plans and special procedures for the Management of the 2020 Expo terminal station

Provide effective communications and information with internal and external parties in an efficient and timely manner

Comply with all Serco SMS Policies and Standard Operating Procedures and all local regional or contract related policies and procedures

Lead in the development of the customer service communication plan

Identify and plan the resource requirements for Route 2020 testing and commissioning for train and station operations

Perform and carry out other duties as instructed or directed by Operations Readiness Manager

SAE Responsibilities and Information Security Responsibilities

To be aware of, and play an active role in the development and implementation of the Integrated Management System and the content of the Environment, Quality, Health & Safety and Information Security Policy Statements, to ensure that these are implemented within their area of responsibility

To understand personal responsibilities and contribution and those of their staff (including subcontractors) in achieving compliance with the Integrated Management System and Competence Management System requirements, control measures and legal requirements by contributing to, or leading environmental impacts and aspects assessments, job safety analysis, information security risk assessments and competence assessments within their area of responsibility. Ensure that the results of such assessments are embedded in management systems, that these systems are communicated to those affected. Ensure that staff understand them and the potential consequences of departure from the arrangements in place

To exercise a personal duty of care for their own health, safety and welfare and for those affected by the acts or omissions and promote the same within their area of responsibility

To use safety equipment (including PPE) as required and intended and observe that this is also enforced within their departments and among subcontractors and third parties working in Serco’s controlled premises/systems

To ensure that a good SAE and Information Security culture is promoted within their departments and among their peers, subcontractors and third parties

To lead by example and ensure that ways to conserve energy, water and resources and minimize the generation of waste are identified within their area of responsibility

To protect information assets and data including both electronic and paper based from all threats whether internal, external, deliberate or accidental

To promote a good SAE and Information Security culture among their peers, subcontractors and third parties

To conduct regular reviews on the SAE and Information Security Performance within their departments and seek ways to continually improve

To carry out regular health and safety tours and inspections

To set SMART objectives and ensures quality of employee development plans, including performance or behavioural improvement plans and ensure that development plans and career planning is clear and the department is staffed with talented motivated people who use their strength to meet the business needs

Safety Critical Competencies (where applicable)

Carry out regular health and safety tours and inspections

Safety Critical Communications

Carry out Level 3/2 investigations and make SMART actions/recommendations

Practical training or the supervision of practical training in any of the tasks defined as safety critical

Essential technical and professional skills , knowledge and qualifications


Ideally a degree holder or high diploma of post-secondary education in a related discipline and/or relevant professional qualification

Preferably a certified passenger train driver

OCC Knowledge of systems and integration of the departments


A mature, proactive and responsible approach to work with initiative and problem solving capability

Ability to liaise in a professional and persuasive manner with staff at all levels in the organization

Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment

Good literacy and numeracy skills required for the role

Ability to understand complex systems and possess good IT skills

Strong organizational skills, detail oriented, and the ability to handle multiple priorities

Values driven and people oriented

Ideally has experience of working with Training and Assessment Programs


A minimum of 10-12 years of relevant work experience with excellent commercial knowledge and the ability to think within substantially diversified company procedures

A minimum of 5 years of leading and a team of drivers in providing transport services

A minimum of 5 years of management experience and/or Customer Service Management experience and supervising a team of front line staff delivering customer services

Thorough significant experience of station/ train operations and associated activities

Thorough understanding of general station/ train operations, Station/train crew management, roster arrangements, station/ train operations, general depot working and OCC

Additional/special features of the role

Role will be responsible for implementation of strategies and policies, development and deployment of these, and requires a full understanding of how and why to structure approaches in a particular way

Responsible for achievement of annual service and budget objectives, control and performance of people (including discipline, etc.), forecast results, planning over an annual (>12 months) cycle to meet annual cost and service improvement targets

Decisions taken on how activities or technical outputs will be structured and delivered; making decisions about how to implement a policy/strategy for an activity, account or campaign

Requires extensive networking within Serco and client organizations in order to deliver outputs, requires excellent commercial knowledge

Accountable for business plans for the relevant functions within the span of 3-4 years

Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards

Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy

To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities

Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment

Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak-up process

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative.

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United Arab Emirates, Asia

Position is an indication of the job position only. Exact location is not shown.


  • Salary
  • Location
    United Arab Emirates
  • Company
  • Posted By
    RailwayPeople Recruiter
  • Date Posted
  • Application Closing
  • Start Date
  • Job ID
  • Industries
    Railroad Manufacture
  • Home Working Possible?
  • Estimated Job Duration
    (if contract or part-time position)


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