Senior Specialist – Dubai Transport CEO
Job Description
# Advice and help in formulating Customer Service strategy / operational plans for each of the sections in line
with RTA strategy and universal best practices.
# Provide professional advice, guidance and give recommendations on all aspects of the project.
# Perform other related duties and responsibilities associated with the position.
# Advice in the development of the validity and effectiveness of customer service projects and its value impact
for customers, evaluate and recommend specific adjustments during the implementation to satisfy project and
customer needs.
# Identify change requirements, and recommend action plans and solutions to senior management team.
# Oversee the current frameworks related to services and whether they are covering all aspects of business
needs.
# Develop projects objectives and monitor project schedule and milestones, track projects performance and set
KPI’s.
# Lead the project team for successful execution of the projects and also provide monthly update against all
projects related to customer insights
# Ensure that all customers comments and complaints are closed through all available channels in the agency
and make relevant recommendations and proposals
# Suggest and lead employee satisfaction programmes, customer satisfaction programmes upon request and
report to senior Management on the findings and recommendations.
# Lead ongoing efforts to improve customer experience and operational requirements to deliver an effective
programme to rectify and close operational and management gaps.
# Suggest and advice frameworks related to all RTA services aspects to manage the service providers.
# Provide expertise to departments to identify services and internal RTA capabilities required to address the
prioritised needs in coordination with Customer Service for customer insights report and findings
# Lead change in the performance of customer service against international best practice and introduce
continuous development proposals and initiatives.
# Evaluate and support RTA /CSD in addressing critical change management requirements.
# Advice and suggest management reporting to ensure proper actions.
# Lead the benchmark activities and set the objectives, suggest and plan benchmark activities across the entire
departments within the agency.
# Introduce innovative ideas in improving customer service
# Drive the new service culture amongst all staff i.e. Customer first / Customer happiness (cascade the strategic
objectives to initiatives and projects, involving all CSD personnel’s to have a unified culture of understanding)
Education
# Bachelor/Masters preferred in Business Administration from a recognized university.
Skills
# Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches
employees to meet high performance standards.
# Strategic thinking; excellent business judgment and innovation.
# Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail
orientation.
# Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple
concurrent projects.
# Innovative problem-solver who can generate workable solutions and resolve complaints.
# 8 years of working experience.
# Excellent communication skills, report writing, presentation and public speaking and communication with the
media and the press;
# Exceptional listener and communicator who effectively conveys information verbally and in writing.
# Resourceful team player who excels at building trusting relationships with customers and colleagues.
# Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining
complex work processes.
# Computer-literate performer with extensive software proficiency covering wide variety of applications
