Job description

Mission

JOB PURPOSE

The Sr Fraud Controller is responsible for leading small fraud control teams while performing the full range of duties assigned to a Fraud Controller. The role is responsible for providing a high level of customer service to all passengers while carrying out revenue protection, crowd control, and operational support duties. The role also includes providing assistance and information to customers, supporting bus replacement services, reporting faults on stations and trains, and ensuring compliance with revenue protection procedures and operational standards. 

RESPONSIBILITIES/DUTIES

Team Leadership & Operational Supervision

•Conduct sign-on and operational briefings for team members and ensure compliance with uniform requirements. 

•Monitor service delivery and lead Controllers to achieve committed performance targets. 

•Support team members during operational activities and ensure compliance with operational procedures and standards. 

•Support colleagues and operations teams during degraded operations and emergency scenarios. 

•Participate in operational training sessions and exercises as required. 

•Support the de-escalation of tense situations and prevent escalation that may lead to conflicts or injuries.

Fraud Awareness, Revenue Protection & Cash Handling

•Conduct undercover journeys on trains to identify and address revenue protection issues, vandalism, anti-social behavior, and non-compliance with the Rules of Carriage, including restrictions related to smoking, eating, and designated train sections. 

•Follow revenue protection procedures, rules, and associated by-laws applicable to staff and passengers. 

•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. 

•Ensure the security of fine books, PCVM machines, cash, tickets, and all equipment under assigned responsibility. 

•Communicate tariff changes and revenue-related updates to passengers and relevant departments. 

•Remain accountable for cash handling activities during assigned duties. 

•Perform cash consolidation activities at the end of shifts.

Operations Support & Customer Service

•Provide a high standard of customer service and proactive passenger information. 

•Explain the operation of fare machines, elevators, and other station equipment to passengers when required. 

•Provide mobility assistance to passengers when required. 

•Assist in crowd management activities and minimize queuing at station gate lines. 

•Report faults, operational irregularities, and issues related to non-compliance with operational procedures, safety standards, and work instructions.

Safety, Security & Incident Reporting

•Apply a positive safety culture within trains and stations. 

•Report potential safety hazards and take appropriate action when required. 

•Report operational incidents, serious offenses, and security concerns promptly to supervisors. 

•Follow instructions and guidance provided by supervisors and management. 

•Carry out any additional duties or assignments delegated by superiors.

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.

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

QUALIFICATIONS:

•Bachelor’s degree in commerce, Accounting, Finance, or related field.

•Proficiency in Arabic; basic English communication skills are preferred.

KNOWLEDGE:

•Knowledge of revenue protection procedures, operational control practices, and customer service standards. 

•Understanding of operational safety procedures, incident reporting, and crowd management practices. 

•Knowledge of ticket inspection systems, cash handling procedures, and operational reporting requirements. 

•Good communication, leadership, and conflict-resolution skills.

EXPERIENCE:

•3-5 years of experience in customer service, transport operations, security, or revenue protection activities.

DESIRED BEHAVIORS

•Operational Leadership: Leads operational teams effectively while ensuring compliance with procedures and performance expectations. 

•Customer Focus: Delivers professional and courteous service to passengers while maintaining operational standards. 

•Safety Commitment: Promotes safe working practices and actively reports safety or security concerns. 

•Integrity & Accountability: Handles revenue protection and cash-related responsibilities with honesty and professionalism. 

•Conflict Management: Responds calmly and professionally to tense situations to prevent escalation and maintain a safe environment. 

•Teamwork: Cooperates effectively with colleagues and supports operational requirements during normal and emergency situations.