Job Description
JOB PURPOSE:
Oversee end-to-end delivery of card & ticketing, revenue collection, AFC, and passenger information
projects, ensuring timely completion, executive reporting, and close coordination with the Marketing
& Corporate Communication (MCC) team to drive awareness, ridership, and boost customer
satisfaction across Dubai Metro & Tram.
Roles & Responsibilities
Strategy
- Lead the full project governance lifecycle for passenger experience initiatives, including scope
and resource planning, cross-functional execution, risk and alignment monitoring, and
structured closure with documented lessons learned.
- Plan and approve project scope, schedules, budgets, resources, and risk registers, secure
finance approval and conduct studies on future fare revenues and projected passenger
growth to guide long-term planning, supporting data-driven enhancements across passenger
information systems
- Define and update fare structures, tariff policies, and marketing plans to curb evasion, grow
revenue, and align with RTA objectives, while setting KPIs for O&M contractor performance in
AFC operations, revenue reporting, and customer service.
- Approve tariff structures, cryptographic key issuance, and disaster-recovery procedures to
safeguard revenue streams, information assets, and operational resilience.
- Manage projects related to digital transformation and information publication kiosk
initiatives, ensuring seamless integration, user accessibility, and alignment with RTA's
passenger experience vision.
Operations
- Monitor AFC central systems, station devices, car-park fare systems, and parking collections,
verifying data integrity, SAM card deployment, KPI compliance, and cybersecurity across
operator systems.
- Prepare and review high-level executive reports, including the Chairman's summary,
highlighting project performance, revenue outcomes, and key passenger experience
initiatives for leadership and stakeholder review.
- Liaise with MCC to ensure consistent messaging across digital and physical platforms, and
oversee publication of key passenger and stakeholder communications, integrating updates
into Passenger Information Hub channels to ensure unified, real-time communication.
- Coordinate with Finance, ACS, and Rail teams on revenue distribution, audits, reconciliations,
and cash-security measures; manage daily financial settlements; and ensure operator
compliance with tariff laws, ticket inspections, and revenue-protection procedures.
- Oversee AFC implementation in new projects, supervising construction, commissioning,
integration, factory tests, and operational readiness, including software and hardware
upgrades.
- Roll out fare-table changes, tariff schedule amendments, publicity materials, and multichannel
passenger information across all outlets, while coordinating service updates,
vending-machine locations, and touchpoints.
- Supervise operator handling of complaints, appeals, and grievances, ensuring timely closure
in CRM systems in coordination with Authority committees.
- Supervise operator maintenance of AFC hardware, software, communication systems, and
CCTV, enforcing preventive/corrective measures, obsolescence management, and KPI
standards.
Product / Process Improvement
- Analyze AFC faults, software failures, system performance, passenger-flow data, ridership,
and revenue trends; prepare reports; and recommend technology or procedural
enhancements to improve accuracy, uptime, customer satisfaction, and revenue.
- Implement corrective actions based on passenger-satisfaction surveys, mystery-shopper
findings, SLA reviews, and lessons-learned exercises, embedding improvements into future
projects and departmental procedures.
- Benchmark AFC performance, implementation methodologies, audit processes, and
marketing strategies against global best practices to ensure continuous improvement.
- Draft and review tenders, SLAs, upgrade documents, and contracts, embedding AI, analytics,
cybersecurity requirements, and international standards and provide expert advice in
governance, bid analysis, and interdepartmental initiatives.
Physical Working Conditions
- Conduct site inspections during installation, testing, commissioning, and equipment
validation; be available after hours for critical cutovers, audits, or fault-resolution activities.
Qualifications
Education:
# Bachelor degree in Engineering, Computer Science or Transportation Management or Business Administration from a recognized university with PMP/Masters Certificates.
Experience
# 6+ Years in case of Master's degree (8+ years in case of Bachelor's degree)
Job Category
Project Management
Advertiser
Roads and Transport Authority
Department
Rail Operations
Educational-level
Bachelor
Required Nationality
All Nationalities (Priority for UAE National)
Monthly Salary
Unspecified
Schedule-Time
Full time
Job Posting
11/04/2026
Unposting Date
11/05/2026
