JOB PURPOSE:
Supervise the Control & Security teams at LRT territory to ensure applying the security standards and to maintain safety and security for passengers.
Lead the controllers’ team to ensure applying the anti-fraud policies inside the trains and the stations.
Profile
RESPONSIBILITIES/DUTIES
• Lead & supervise the controller’s team, including scheduling, training, performance evaluation and problem solving.
• Lead & supervise the X-Ray machine officers’ team.
• Supervise the security vendor performance across the line.
• Supervise the daily operations of the ticket control service on the train.
• Ensure security vendor availability in the stations to sustain security standards for passengers.
• Monitor the Security vendor’s performance and KPIs to ensure the quality of service and to generate the statistical reports to the Control & Security Manager.
• Provide CON & SEC Manager with regular reports on service performance.
• Ensure the implementation of the proper security procedures to guarantee territory security and control.
• Ensure a proper response in case of emergencies in the territory.
• Assist Control & Security Manager, ensure that all potential security hazards or breaches are properly identified, assessed, and solved.
• Apply SOPs instructions at territory.
• Apply a positive Safety culture within the workplace.
• Consider the safety of passengers who may be affected by daily tasks or activities.
• Achieve all additional tasks related to work assigned by the Control & Security Manager.
• Provide ongoing training for controllers to ensure they are fully conversant with current procedures and policies.
• Respond to customer requests and complaints with professionalism and courtesy, if needed.
• Respect hierarchical instructions and apply them correctly.
• Be present at the busiest stations during rush hours.
• Appropriate uniform and appearance according to customer service policy.
• Dealing with transportation police when it comes to RDMC business.
• Ensure applying the anti-fraud policy by the controllers’ team.
• Ensure securing RDMC benefits inside LRT territory.
ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE
QUALIFICATIONS:
• Bachelor University Degree.
KNOWLEDGE:
• A thorough understanding of Facilities Management, Control & Security.
• Highly knowledge of public safety and security.
• English fluency & mastery
EXPERIENCE:
• Min. 5 years of experience in a Control & Security Service with process orientation mindset.
DESIRED BEHAVIORS & EXPERIENCES
• Ability to work as a part of a team, team management experience.
• Customer Service Experience.
• Ability to handle stress and critical situations.
• Ability to solve problems quickly and efficiently.
• Ability to work under pressure from both customer and internal side.
• Flexibility to work in Shift patterns as per roaster plan.
• Customer-oriented, with the ability to handle requests and complaints with tact and empathy.
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