Control & Protection Supervisor

JOB PURPOSE The 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/DUTIES

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.

Desired Candidate Profile

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

QUALIFICATIONS:

• 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.