Service Development Section Manager (UAEN)
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Key skills for this role
Role Overview
Lead service improvement for a well-established government cultural authority in Dubai.
Shape how customer-facing services are designed, delivered, and measured.
Drive quality standards, service innovation, and customer experience.
Key Skills for This Role
Full Job Posting
About the Role
Lead service improvement for a well-established government cultural authority in Dubai.
Shape how customer-facing services are designed, delivered, and measured.
Drive quality standards, service innovation, and customer experience.
What You Will Do
- Lead the section's operational plan, budget, and service-quality performance indicators.
- Set policies, procedures, and standards for service delivery.
- Run surveys, mystery shopping, satisfaction tracking, and improvement programs.
- Manage and integrate the CRM system across departments.
- Apply the Global Star Rating System and track compliance.
- Lead frontline staff training programs.
- Handle escalated complaints and turn them into improvement opportunities.
- Represent the section in internal and government-level committees and meetings.
What You Will Need
- Bachelor's degree in a relevant business, service, quality, innovation, project, or public administration field.
- At least seven years of relevant experience.
- Experience leading high-impact programs and cross-functional teams.
- Strong internal and external stakeholder management skills.
- Current knowledge of service development trends and government best practices.
Location
- The role is based in Dubai, UAE.
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