Operations Controller

Operations Controller
Impact a better future

Serco:

At Serco, we bring together the right people, technology, and partners to deliver innovative solutions that impact a better future.

We have been operating in the Middle East since 1947 and have a profound understanding of the region.

With over 4,500 colleagues here, we support governments across defence, space, transport, emergency services, justice and migration, and other vital public services. Our core capabilities span service design and advisory, customer experience, complex programme management, systems integration, and asset and facilities management, alongside environmental and case management services.

Guided by our unique service model, we work together with clients and partners to achieve long-term visions and tackle some of the world’s most complex challenges.

+impact: 

+impact, Serco’s advisory business, specialises in operational transformation and advisory services for government, critical national infrastructure, and regulated business.

We bring real-world front-line operating experience and practical insights drawn from successfully delivering the most complex contracts and service solutions around the world. 

We help our customers set-up and transform their operations by optimising efficiency, improving the service experience and attaining best in class safety and environmental performance. Our practice areas include organisation resilience, experience design, operational and digital transformation, asset & facilities management, HSQ and sustainability.

Our work ensures a positive impact where it matters most.

We’re different because we do.

 
Your Opportunity  

We are seeking an Operations Controller to oversee the Customer Service Representative team, ensuring the safe, reliable, and customer-focused delivery of station operations and train services. The role is responsible for supervising, coordinating, and maintaining the safety and availability of services across the Palm Monorail, supporting a world-class passenger experience. 

The ideal candidate should have the ability to multi-task and manage various tasks, and good communication. Excellent organisation, time management and prioritizing skills. 

This role is part of the Operations team and will be based in our corporate office in Dubai.

Key Accountabilities

• Supervision and control of train movements by utilisation of various computerised tools ensuring trains adhere to predetermined schedules. Able to assess and implement changes to minimise delays or disruptions
• Lead by example, a team of Customer Service Representatives in the provision of a safe, reliable, world class customer focused service
• Liaise with Rolling Stock Team leader to ensure availability of trains
• Report incidents, failures or events that impact on safety or service performance to the Chief Controller
• Inform the Chief Controller of any operating conditions that deviate from normal conditions
• Manage and modify, when required, the online timetable to cater for unexpected events
• Assist the Chief Controller in the co-ordination and monitoring of Track Access and engineering work requirements

Specific Requirements

• Minimum 3 years’ experience of front line customer service train operations role within a metro/light rail/monorail environment
• Thorough understanding of station operations and associated activities, policies, procedures and Key Performance Indicators
• Ideally holder of a UAE driving licence
• Good literacy, numerical and analytical skills
• Understanding of MS Word, Excel, Powerpoint, Outlook
• Ability to liaise in a professional manner with staff at all levels within the organisation
• Excellent communication skills and the ability to manage multiple tasks safely and efficiently
• Strong organisational skill.

Join Us 

At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day. 

Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit careers.serco.com for more information.