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مدير إدارة - اسعاد المتعاملين

هيئة الطرق والمواصلات
, UAE
Full Time
1 weeks ago
Customer Experience ManagementStrategic PlanningService QualityGovernment Excellence FrameworksLeadershipArabic
Free

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Customer Experience ManagementStrategic PlanningService Quality
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الوصف الوظيفي

  • Job Purpose: Drive RTA wide customer happiness strategy by setting up vision, policy, and KPIs.
  • Oversee the governance of all service delivery channels and mobilize people, budgets, and systems while assuring regulatory, quality, and HSE compliance.

Strategy

  • Drive the development and continuous refinement of an integrated customer experience framework across all services and channels.
  • Oversee the development of customer care strategies, including policies for digital channels.
  • Establish and chair a formal governance committee to strategically assess major changes to service delivery channels.
  • Oversee the strategic planning cycle by guiding the development, monitoring, and reporting of business plans, budgets, and performance targets.

Operations

  • Supervise the development of the annual public report by synthesizing customer happiness insights.
  • Manage and oversee service delivery at Customer Happiness Centers, including the Esaad Center.
  • Establish a customer service communication and escalation mechanism.
  • Direct the transparent and timely handling of complaints, enquiries, and fine appeals.
  • Lead the identification and analysis of evolving customer needs.
  • Evaluate and monitor service performance metrics outlined in operational agreements.
  • Lead organization wide programs that embed a customer centered culture.

Product / Process Improvement

  • Help analyze key performance indicators, mystery shopper results, customer satisfaction data, and complaint trends.
  • Assist in leading projects to improve processes, renegotiate service agreements, and fix service gaps.
  • Direct benchmarking and market research to find best practices worldwide.

المؤهلات و المهارات

  • Bachelor’s degree in Business Administration or Customer experience management; Master’s degree in Business Administration.
  • 16+ years in case of master’s degree (18+ years in case of bachelor’s degree).
  • Certifications such as Customer Experience Management, Excellence, quality is preferred.
  • Must have experience in 7 Stars Excellence/ Government Excellence Award Frameworks.
  • Must have expertise in Service Quality.
  • Experience in Smart Services would be an additional advantage.

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