Soft Services Supervisor

Delivery of Cleaning Services within Dubai Metro.

The Soft Services Supervisor is responsible for coordinating, supervising, and monitoring the delivery of
cleaning and associated soft services across Dubai Metro facilities. The role ensures subcontractor
performance meets contractual deliverables, RTA KPI targets, safety standards, and customer service
expectations. The position supports operational reliability through effective deployment, documentation,
auditing, and continuous improvement.

Soft Services Supervisors will be roving and having responsibility for a specified number of locations all of
which form part of their area of responsibility.

KEY RESPONSIBILITIES

Strategic

• Support the Soft Services Manager in meeting RTA KPI targets in line with the Agreement.
• Conduct site inspections from a client perspective to verify compliance with approved working
  instructions, procedures, and cleaning processes.
• Identify opportunities for service improvement and cost optimization.
• Carry out regular inspections related to cleaning activities.
• Oversee arrangements for special events and immediately escalate any discrepancies to the Soft
  Services Manager.
• Verify departmental documentation for audit purposes and escalate findings to the Senior Soft Services
  Supervisor.

Financial

• Monitor stock levels of cleaning consumables, chemicals, and tools to prevent shortages and ensure
  usage aligns with approved product lists.
• Highlight opportunities for cost savings through improved subcontractor performance or service
  adjustments.
• Ensure cleaning equipment is maintained in good working condition and report any misuse to the Senior
  Soft Services Supervisor.

Stakeholder / Customer

• Liaise with Senior Soft Services Supervisor in the event of shortages and absenteeism of housekeeping
  staff on daily basis and ensure that relief staffs are deployed on shift to cover the gaps. Complete
  Outsourced KPI form accordingly
• Monitor and report any cleaning issues caused by retail units or adjacent facilities that affect the Dubai
  Metro surroundings.
• Coordinate with the Station Master for any cleaning issues/incidents that require escalation

Operational

• Supervise manpower service providers delivering cleaning services across Dubai Metro facilities,
  including stations, car parks, ancillary buildings, trains, and depots, to achieve RTA KPI targets.
• Identify and report any service deviations that may result in financial penalties or negatively impact KPIs.
• Ensure manpower deployment aligns with approved staffing levels and that staff competency meets the
  training matrix requirements.
• Ensure cleaning chemicals are stored and handled in accordance with COSHH requirements.
• Oversee the operation and scheduled maintenance of large cleaning equipment across Dubai Metro
  premises, ensuring subcontractor compliance.
• Report faults to large equipment Supplier in case of faulty equipment and escalate to Senior Soft
  Services Supervisor if the fault is not resolved in 12 hours
• Responsible for keeping the cleaning equipment in good condition; and report any misuse to Senior Soft
  Services Supervisor
• Monitor services delivered by waste management, pest control, feminine hygiene, and laundry
  subcontractors within the assigned area
• Identify and report unusual events across the system to enable timely response and avoid disruption
  to service delivery.
• Review cleaning frequencies, workflows, and special cleaning schedules to ensure optimal cleanliness
  standards within Dubai Metro facilities.
• Conduct audits of stations, car parks, depots, and trains to verify compliance with cleaning frequencies
  and workflows and escalates issues to the management team.
• Ensure all departmental documentation is accurately completed and submitted to the departmental
  administrator on a monthly basis.
• Ensure all cleaning-related incidents and accidents are reported, investigated, and resolved in a timely
  manner.
• Follow safe working procedures and instructions personally and wear appropriate personal protective
  equipment (PPE) as required and look out for the safety of others
• Perform any other duties as directed by the Soft Services Manager.

Capability/People

• No direct reportsSupervise outsourced housekeeping staff around 50
• Ensure housekeeping staff deployed in Dubai Metro contract are competent as per the Training Matrix
• Identify housekeeping staff who require additional training/coaching and provide coaching and support
  to develop the capabilities of housekeeping staff

Dimensions

• Oversee outsourced housekeeping staff, ensuring full compliance with established procedures across
  all Dubai Metro locations.
• Oversee subcontracted services, including waste management, pest control, laundry, feminine
  hygiene, cleaning equipment, consumables, and supplies across all Dubai Metro locations.
• Ensure accountability for maintaining cleaning standards within assigned areas.
• Conduct inspections and maintain required documentation
• Maintain required stock levels for cleaning consumables, chemicals and tools
• Oversee the maintenance of large cleaning equipment and make sure that they are in good condition.

MINIMUM QUAIFICATIONS