At Terracotta Outsourcing, we drive business growth through recruitment, manpower outsourcing, visa outsourcing, EOR/PEO, payroll, PRO services, business setup, and corporate solutions across the UAE.We are seeking an experienced Head of Passenger Services – Metro on behalf of a confidential client within the UAE's transportation sector.This senior leadership position will oversee the planning, development, and management of passenger services operations, ensuring the delivery of safe, reliable, efficient, and customer-focused metro services.
Location: Dubai, UAEIndustry: Rail / Metro Operations
Employment Type: Full-TimeThe ideal candidate will bring extensive experience in metro or rail operations, strong leadership capabilities, and a proven track record in managing station operations, frontline teams, and passenger service performance.Key ResponsibilitiesLead the strategic planning, development, and overall management of the Metro Passenger Services Department.Oversee station operations, staffing, and resource allocation to ensure safe and efficient service delivery.Manage the recruitment, deployment, performance, and development of station managers, supervisors, and frontline personnel.Ensure operational readiness across stations, including staffing, service standards, and safety requirements.Monitor departmental KPIs and implement initiatives to improve operational efficiency and passenger satisfaction.Coordinate closely with Train Operations, Operations Control Centre (OCC), depot operations, and other departments.Oversee incident response, operational investigations, and the implementation of corrective and preventive actions.Develop and maintain standard operating procedures (SOPs), operational guidelines, and work instructions.Lead staff competency development, training initiatives, and continuous improvement programmes.Promote a strong culture of safety, operational excellence, accountability, and customer service.Qualifications & Experience:Bachelor's degree or higher diploma in a relevant discipline.Minimum 10–12 years of relevant professional experience, preferably within metro, rail, or mass transit operations.At least 5 years of leadership experience managing station operations, passenger services, or customer-facing teams within the transportation sector.Strong understanding of metro station operations, train operations, depot activities, staff rostering, and OCC interfaces.Proven ability to manage large operational teams and deliver against service performance targets.Strong knowledge of passenger safety, incident management, operational procedures, and service quality standards.Excellent leadership, communication, stakeholder management, and problem-solving skills.Experience in GCC metro or rail operations is highly advantageous.Passenger train driver certification and experience with training and assessment programmes are desirable.How to ApplyIf you are an experienced Metro or Rail Operations professional ready to take on a senior leadership opportunity in the UAE, we encourage you to apply.Apply directly through Terracotta Outsourcing for confidential consideration.