The purpose of this position is to develop strategy and exercise effective leadership in the planning, development and management of the Customer Service aspect and happiness. Through this, the Senior Manager - Customer Happiness will contribute to the delivery of a safe, secure, reliable, world-class and customer focused environment within the Passenger Service Department and Dubai Metro.

MAIN RESPONSIBILITIES:

Strategic

• Achieves Operations related KPI's on Direct Performance Measurement and Customer Experience
• Ensuring compliance with the obligation to facilitate and manage RTA survey results
• Contribute to achievement of the Key Performance Indicators according to the targets agreed with the Head of Passenger Services
• Evaluate project success and provide recommendations or reports that identify issues and opportunities to improve performance going forward

Financial

• Managing logistics, operations, schedules, and production coordination on every project
• Support cost saving development initiatives and deliver process improvements.
• Project manage and deliver the key initiatives such as signage enhancements etc. as may be decided from time to time and within the stipulated budget.

Stakeholder / Customer

• Support in developing and maintaining relations with client, as required, establishing correct interfaces and presenting professional image.
• Specify, supervise and organise the communication flow with involved Third Parties as instructed by the Head of Passenger Services.
• Develop and maintain relations with client, as required, to establish strong interfaces while presenting a professional image

Operational

• Identifying and rectifying failures during each RTA survey Quality Survey, Customer Satisfaction Survey and Mystery Shopper Survey, including processes which ensure that corrective actions identified during and each survey are undertaken in a diligent and prompt manner
• Act as point of contact in special event planning and preparation in coordination with the concerned departments and external stakeholders as instructed by the Head of Passenger Services
• Manage outsource staff and stakeholders in close partnership working with the Senior Manager - Service Delivery.
• Act as “Events Coordinator” to ensure that the special event plan is followed and implemented accordingly as instructed by the Head of Passenger Services
• Participate actively as a projects team member to improve department efficiency, reduce costs and assist in improvement of products and the customer experience
• Monitor service delivery to satisfy the committed performance targets
• Full readiness to deploy customer happiness team/Operations Services/Passenger Ambassadors on the network to always provide an efficient and effective response, including during special events, peak hours, and in emergency or disrupted modes
• Advise Head of Passenger Service of problems relating to the passenger service and customer Happiness delivery in a proactive and timely manner

Capability / People

• Manage allocated stations’ resources to deliver a reliable and high standard of excellent Customer Service in station, car park environments and on Dubai Metro services
• Conduct performance reviews, and manage any disciplinary action or grievances for the Operations Service Managers, Assistant Operations Service Manager
• Assist the Head of passenger Services and Service Delivery team by coaching, mentoring and inspecting the Group Station Supervisors, Stations Masters, Station Agents, and Customer Service Agents, and train attendants when necessary
• Conduct performance reviews, and many any disciplinary action or grievances as directed by Head of Passenger Services
• Complete annual and mid-year appraisals and identify any sub-standard performance or behaviour and ensure corrective action through employee development plans

KNOWLEDGE 

• Sound knowledge of railway safety principles.

KEY KEY COMPETENCIES 

Technical Competencies

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

Behavioural Competencies

• 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
• Ability to understand complex systems and possess good IT skills;
• Strong organisational skills, detail oriented, and the ability to handle multiple priorities; and
• Values driven and people oriented.

EXPERIANCES

• A relevant work experience with excellent commercial knowledge and the ability to think within substantially diversified company procedures;
• Management experience and/ or Customer Service Management experience and supervising a team of front line staff delivering customer services;

EDUCATIONAL QUALIFICATIONS

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