Sylvia Wairimu Maina

• Control the day to day operations following normal operations procedures utilizing the all operator available equipment.
• Liaise with the Operations Manager and the maintenance to ensure availability of vehicles to cater for unexpected events.
• Respond quickly to passenger or vehicle alarms.
• Report incidents, failures or events that impact on safety and/or service performance to the Operations Manager in a timely and clear manner.
• Control all vehicle movements.
• Coordinate service start-up and shutdown.
• Monitor all operations and manage service plan as per the operating requirements while respecting the normal operations procedures.
• Make service adjustments when necessary.
• Inform the Operations Manager of any operating conditions deviating from normal conditions.
• Monitor the Closed-Circuit Television (CCTV) system.
• Coordinate third party access.
• Direct other staff members during incidents and emergencies, monitor passenger levels and control the service to mitigate capacity problems and overcrowding.
• Manage and modify service to cater for unexpected events.
• Perform shift and emergency duties when required.
• Produce operational statistics.
• Log all events of the day (failures, delays, late arrivals, incidents with passengers, accidents, vandalism) and include as necessary during the handover.
• Ensure operational employees are updated with current situation.
• Perform and carry out other duties as instructed/directed by the Operations Manager.
• Awareness of the Integrated Management System and the content of the Safety, Assurance & Environment and Information Security Policy Statements.
• Understanding of personal responsibilities and contribution to achieving compliance with the Integrated Management System requirements, (including but not limited to competence to perform safety critical roles, legal requirements, control measures arising from environmental impacts and aspects, job safety analysis and information security risk assessment) and the potential consequences of departure from the arrangements in place to deliver the commitments stated in the policies statements above.
• To exercise a personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions.
• To use safety equipment (including PPE) as required and intended and observe that this is also enforced among subcontractors and third parties working in controlled premises/systems.
• Lead by example and look at ways to conserve energy, water and resources and minimize the generation of waste through personal performance and raise recommendations on how to improve existing processes on his regard within/outside their departments through their Line Manager, Departmental Safety Meetings and any other appropriate available channels.
• Protect information assets and data including both electronic and paper based from all threats whether internal, external, deliberate or accidental.
• Promote a good HSE and Information Security culture among their peers, subcontractors and third parties.
• Ensure compliance with Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards.
• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Keolis-MHI non-disclosure policy.
• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference to organizational HSE responsibilities.
• Ensure compliance with all training requirements of and ensure adherence to these requirements at all times whilst in employment.
• Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process.

General Safety Accountabilities

• Accepting responsibility to act in a safe manner at all times and to work within the safety systems developed for their workplace. In particular correctly wearing PPE as per company standards and implement all protection arrangements as stipulated.
• Ensure to perform the duties only for which they are trained and certified.
• Ensuring the health, safety and welfare of themselves and ensure others are not affected by their acts or omissions.
• Ensuring a positive attitude to environmental & sustainability initiatives & minimize negative environmental impacts
• Complying with the requirements of Keolis-MHI QHSE Policies, Safety Management Systems & any specific improvement initiatives
• Reporting any safety occurrences or incidents to their supervisor or manager in a timely manner.
• Render all possible help in case of emergency situations in accordance with applicable documents.
• Ensure Assets under area of responsibility are maintained and used with high emphasis on health & safety.
• Compliance to all safety information/boards / equipment and to protect them from damage by public, passengers or contractors.
• Ensuring that any damage to safety information/boards/equipment is corrected and/or reported immediately for corrective measures.
• Maintaining a proactive behaviour towards maintaining work related knowledge and competencies.
• Visitors are under the responsibility of a unique QHSE employee, who should ensure that:
• No visitor is allowed access in the premises or work site without suitable identification and PPE (if applicable)
• Visitor is informed to about safety rules be followed on entering the site
• Visitor is informed of available emergency evacuation instructions on entering the site
• Visitor movement is restricted to required area only.

• Assist in Competence Management System (CMS) for newly hired Tram Drivers and Station staff and existing staff.
• Collection of evidence to support the competence of existing staff.
• Assessment of existing staff and newly hired staff.
• Training new Drivers and Station staff during On Job Training
• Training existing Drivers and Station staff to maintain their competence
• Conducting Tabletop Trainings and discussions
• Conducting briefings
• Preparation of PDR (Performance Development Report) for existing staff.
• Participate in staff Development plan.
• Act as Information Officer (I.O) in case of incidents and accidents.
• Manage Line dispatching duties
• Enforce procedures and work instructions
• Render possible assistance to customers and those with Special accessibility needs
• Responsible for Coaching and Mentoring, Managing Tram Drivers and customer Service staff

• Drive trams considering punctuality and customer comfort;
• Ensure that customers are advised, either directly regarding tram-running matters or indirectly through the OCC;
• Technical problem solving onboard tram;
• Drive trams taking account of all permissible, temporary and emergency speed restrictions;
• Carry out shunting operations of tram inside the depot area including maintenances sheds & stabling roads;
• Comply fully with procedures and work instructions as part of the training and induction courses for tram drivers;
• Enforce procedures and work instructions and carry out duties in a way to ensure the safety of members of the public and employees of the railway;
• Assist in test runs when requested by the maintainer and during engineering hours;
• Sweeping of the mainline prior to revenue service or after maintenance activities;
• Controlling the evacuation of a tram in an emergency;
• Re-establishing manual tram operations following failure or activation of emergency brake application of the tram;
• Report for duty fully prepared; deliver a safe, reliable, world class, customer focused tram service;
• When dealing with customers, ensure that matters are handled tactfully and sensitively as appropriate and strictly follow the procedures and work instructions of the organization;
• Render all possible assistance to customers, those with special accessibility needs;
• Perform shift and emergency duties when required;
• Perform and carry out other duties as instructed / directed by the Operations Supervisor

• Monitor and maintain station operational status and to ensure the safety and comfort of passenger movement within the station premises;
• Carry out controlled/uncontrolled/emergency evacuation of passengers;
• Control and mitigate overcrowding in station and platforms to ensure that passengers flows are managed in an orderly manner;
• Deliver essential messages to passenger via audio or visual means in a timely, clear and proactive manner;
• Monitor and control the direction of the fare gates in accordance with the flow of passengers, and in the event of an emergency;
• Provide ticket sales, train services information and respond to passenger enquiries; Distribute publicity materials and handle lost property;
• Assist passengers with special accessibility needs;
• Meet and greet customers and provide a highly visible and proactive level of customer service;
• Perform shift and emergency duties when required;
• Perform and carry out other duties as instructed / directed by operations supervisor, Manager and Head of Operations;
• Provide safe, reliable, convenient and comfortable tram journeys to the users of Dubai tram railway when necessary or as directed by the operations supervisor in collaboration with the Passenger Services Manager;
• When dealing with customers of the Dubai Tram, ensure that matters are handled tactfully and sensitively as appropriate and strictly follow the guidelines, procedures and instructions of the organization;
• Comply fully with procedures and instructions instructed as part of the certified training and induction courses;
• Enforce safety procedures and instructions and carry out necessary procedures to ensure the safety of members of the public and employees of the railway;
• Render all possible assistance to customers, those with special accessibility needs;

• Welcoming guest
• Taking orders~ food and beverages.
• Billing guests
• Up-selling
• Follow -up so that to realize our weak areas for improvement.