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Head of customer Happiness Center

Roads and Transport Authority

2 - 3 years Dubai - United Arab Emirates

Bachelor of Business Administration(Management). Any Nationality

, Posted on May 17, 2018 1 Opening

Job Description

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Job Description
• Manage the operation of RTA Happiness Center and staff, whereby ensuring all customer requests are received, recorded and executed as per standards and procedures.
• Review, recommend & implement processes updates at respective Happiness Center for achieving the strategic objective of smooth operations and ensure compliance of these processes are in place for services being offered through the center.
• Conduct strategic analysis of statistical data extracted from various sources to recommend enhancement for center s performance and services.
• Drive service improvement within the center whilst ensuring adherence to RTA s customer vision and service promises.
• Manage and develop programs and procedures to meet customer expectations.
• Develop Customer Happiness and Service Charter at the centre and follow implementation to ensure that the center is in compliance with the charter
• Develop and implement self-assessment programs as per the government excellence
• Manage all Safety, Risk, Sustainability and Business Continuity standards and conduct periodic review and testing against the same to ensure adherence.
• Ensure the excellence standards are upheld by defining strategic and operational objectives to deliver high quality service to Customers in accordance with DGEP Standards and 7 star programs.
• Enhance Customer Relationship Management and Information Technology systems used at customers happiness center, in coordination with the external suppliers. Review the systems performance, security, and databases.
• Ensure that the customer s feedback, complains and suggestions regarding the services at the centre are addressed within a specified time frame and in accordance with the RTA s policies and procedures.
• Ensure transition of center into smart center, (paper less) and implementation of other digital channels like Kiosk etc.
• Design and implement customer journey based on services being provided at the centre and ensure its consistency and comprehensiveness at RTA level.
• Supervise the progress and results of the services development teams in Customers Happiness Center and approve them.
• Monitor the center s service level according to the approved SLAs, as well as the partnership agreements & MOUs.
• Monitor and report performance against all the strategic and operational performance indicators of the Center, processes and services.
• Define measurement method, monitor the performance, approve the periodic performance reports and provide recommendations for enhancement.
• Review and approve the implementation of customers segmentation, policies related to customer suggestions, needs and preferences studies, customer satisfaction studies, and improvement plans of the customer journey based on the results of the studies.
• Develop the Marketing and Communication plan for respective happiness center including progress reports.
• Supervise all activities that improve the overall appearance and accessibility of the center, including the provision of supplies and facilities and any special requests to provide the center needs of materials, supplies and devices.
• Ensure the center receives satisfactory ratings in all audits being conducted and all points raised in the audit reports are closed within the timeline
• Formulate and implement annual training calendar for staff in coordination with the HRD and ensure staffs are trained on all changes related to RTA services.
• Review and approve all staff motivational programs and ensure the results are submitted as per the approved timelines to the management and HRD.
• Perform other responsibilities associated with the position as appropriate.
• 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.
• 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.
• 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.
• Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards.
• Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation.
Business Administration from a recognized University

Industry Type : Defence / Military / Government
Functional Area : Helpdesk / Customer Service / Telecalling


Customer service Auditing RTA Analytical Operations Information technology Business continuity Administration Support services Service level

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Roads and Transport Authority

The Roads and Transport Authority (RTA) was formed in the year 2005. The organization was established with a mission to develop integrated and sustainable transportation systems and provide distinguished services to all stakeholders with an aim to support the comprehensive growth plans of Dubai. Towards this end, RTA plans and executes various transport and traffic projects in Dubai. The organization’s work includes:

- preparing legislation and strategic plans

- planning and constructing the Dubai Metro

- developing other integrated solutions of road systems and marine networks

The governing body is dedicated to the safety of the people. Acting upon its vision of providing safe and smooth transport to all, RTA makes sure all its services match with the highest international standards and are also in line with the city’s economic development plans. In simple words, the main objective of RTA is to keep the dynamic city moving and help people to connect with their goals, aspirations and desired lifestyle.

RTA boasts of offering excellent employment opportunities to professionals who are keen to join and learn from the breed of leading professionals. The organization provides ample opportunities for professional growth along with the chance to contribute to shaping Dubai’s image.

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