Job PurposeThe Control & Protection Supervisor is responsible for ensuring the day-to-day management of fraud controllers, who issue fines, and X-ray agents, who monitor security devices. The role is responsible for applying and monitoring daily strategic revenue protection activities across the territory.
Responsibilities/DutiesProfil de candidat recherché :Operations & Anti-Fraud Management
- * Ensure controllers maintain and consistently apply anti-fraud procedures and policies across trains and stations to secure RDMC benefits throughout the territory.
- Support the Control & Security Manager in identifying, assessing, and resolving potential security hazards or breaches.
- Ensure proper response to emergencies within the assigned territory.
- Ensure presence at key stations during peak hours to effectively manage operations.
- Support management in strategic pricing and fare adjustment decisions.
- Carry out ticket inspection activities on trains and in stations using Portable Checking and Vending Machines capable of reading, analyzing, and determining ticket validity.
- Issue penalty fares to passengers traveling without a valid ticket, attempting to evade the correct fare, or violating applicable by-laws.
- Interact with transportation police on RDMC-related security matters.
Team Leadership & Management
- * Manage and oversee the controllers’ team, including scheduling, performance monitoring, performance evaluations, and issue resolution.
- Lead and supervise the X-ray machine officers’ team to ensure efficient operations.
- Ensure all duties are properly covered and teams are deployed within their designated zones.
- Monitor service delivery to achieve committed performance targets.
- Conduct sign-on and operational briefings for all teams and ensure compliance with uniform requirements.
- Ensure all staff under this unit are adequately trained in their roles and provide additional guidance where required.
- Carry out upskilling and refresher training on all applicable rules, procedures, and revenue protection practices.
- Be a key instructor in revenue protection training activities as required.
- Develop the CMS of fraud controllers.
- Ensure all Fraud Controllers are competent in performing their duties.
Performance Monitoring & Operational Improvement
- * Check and analyze departmental data, logbooks, and reports, and suggest operational improvements where required.
- Monitor daily operational performance and identify areas requiring improvement across control and protection activities.
- Support the implementation of operational improvement plans and corrective actions when required.
- Coordinate with relevant departments to ensure smooth execution of revenue protection and security activities.
Safety & Compliance
- * Apply SOP instructions consistently across the territory.
- Prioritize the safety of passengers affected by daily operations.
- Maintain appropriate uniform and professional appearance in accordance with customer service policy.
- Be a point of contact for all revenue protection enquiries.
Customer Service & Stakeholder Interaction
- * Respond to customer requests and complaints professionally and courteously when required.
- Implement management instructions accurately and professionally.
Reporting & Administrative Duties
- * Provide regular performance and operational reports to the Control & Security Manager.
- Achieve additional tasks assigned by the Control & Security Manager.
Safety Responsibilities
- * Promote a positive safety culture within the workplace and attend any safety-related meetings or briefings as required within the job role.
- Comply with the requirements of RDMC RQHSE Policy and Safety Management System.
- Be mindful that Safety, Security, and Environmental protection are everyone’s responsibility.
- All staff members are accountable for reporting and intervening in any Safety, Security, or Environmental violations.
QualificationsESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE
- * Bachelor’s degree in commerce, Accounting, Finance, or related field.
- Proficiency in English and Arabic (written and spoken).
Knowledge
- * Knowledge of operational control, and customer service practices.
- Understanding of safety procedures, operational compliance requirements, and incident handling.
- Strong analytical, reporting, and problem-solving skills.
Experience
- * 5–7 years of professional experience in customer service industries, transport operations, or security operations.
- Demonstrated experience in managing and supervising operational teams.
- Experience in handling operational incidents and customer-related issues is preferred.
DESIRED BEHAVIORS
- * Operational Accountability: Ensures consistent enforcement of operational and anti-fraud procedures across all assigned areas.
- Team Leadership: Leads operational teams effectively through guidance, coaching, and performance oversight.
- Safety Commitment: Promotes a strong safety culture and ensures compliance with operational safety standards.
- Customer Focus: Handles passengers and stakeholders professionally while maintaining service quality standards.
- Attention to Detail: Monitors operational activities accurately and identifies areas requiring corrective action or improvement.
