Service Development Leader
Telecommunications & Digital Gov Regulatory Authority
مجموع سنوات الخبرة :10 years, 9 أشهر
Analysis on improvement indicators & developing improvement/implementing plan on TDRA services.
Leading service development and ensuring implementation of all development tools in line with organizational strategy.
Coordination in relation to project implementation and initiation for all services and developments in TDRA.
Development Progress Indicators using risk register factors & analysis to ensure business continuity in all possible stages.
Initiated Business Required Enhancements by using QMS.
Updated organizational services as per government strategy & excellence standards.
Initiated marketing campaigns coordination for all electronic services in TDRA.
Implemented Process Framework for all operations & sub-operations for all services and initiatives.
Developed Process Road Map for all services & initiatives by TDRA.
Implemented GAP analysis in all enhancement studies for services & internal processes.
Ensured the use of all development tools by TDRA departments and divisions to enhance services.
Using Emirates Government Excellence Program & Star Classification System (7 Stars) for all service assessments.
Implemented several projects including, Smart Center, Smart Services & Smart Queuing System projects for all service channels.
Project leader on several service development projects and system enhancement projects within TDRA.
Completed projects using official project charters until closing out with PMO.
Provided support and training for all departments and sections for any projects and enhancement plans in coordination with relevant entities and authorities.
Head of Quality Team for all services & compliance of quality standards. (Memo Cert.)
Risk assessment matrix and ISO certifications trainings.
Part of strategy plan team for alignment of all organizational goals, vision & mission.
Contributed to department strategic and operational goals.
Completed Stars Classification System for services (7 Stars) assessment and analysis for all criteria (Call Centre, Digital Services, CH Centers) (COPY OF PROJECT AVAILABLE + PRESENTATION)
Official Member in Dubai Electricity & Water Authority Youth Council.
Active Board Member of DEWA’s Corporate Partnership Team.
Current Head & Team Leader of BSD Events committee.
Active Member of Health & Safety committee.
Active Member of Idea Retention & Coordination committee.
Active Member Knowledge Management committee
Active Member of Corp. Partnership committee.
Active Member of Risk Resilience committee.
Official representative & presenter for DEWA in Happy Cities forum 2019 for “Khotwa” initiative.
Current supervisor of metering services new connection department.
Innovative employee award for the year 2018, 2019 in a row.
Initiated & launched several DEWA Projects such as “BSD Fitness Challenge, The pure flower initiative, 3M “We care” Initiative, High Water Usage Alert 3D model for Innovation week 2019, BSD Knowledge Day 2018, the knowledge corner”.
Initiated & launched several business developments such as “Transformer loss automation on dedicated meter replacement, AMI disconnected meter report, Automation of main-sub meter link operation code”.
Completed full administrative work in respected departments within Billing Services Division & Other DEWA divisions.
Provided support, guidance, and coaching to direct and indirect subordinates in their roles.
Supervised and worked on MPU (Meter Performance Unit) cases on a semi daily basis.
Part of the AMI (Advanced Metering Infrastructure) Smart Metering Project and Initial Launch.
Part of the Dubai Model assessment team for Customer Service Center assessment program.
Assisted in internal departmental improvement plans and several e-services projects.
Completed full Solar Power Integration course and was part of the Solar Power initiation projects such as (Shams Dubai).
Worked in metering services and new connections supervision team.
Ensured periodic meter reading with successful implementation on site.
Prepared safety risk assessments, incident reports & recommendations.
Completed full SAP and GIS system trainings/upgrades & business-required developments.
Completed several inter-department and external department trainings.
Nominated directly by the EVP & VP to be part of the main self-assessment team for internal departments.
Selected by the EVP to be part of the corporate communication project and team (externally & internally).
Member of the work environmental and safety committee.
Nominated & won inter-department “best innovative employee” award.
Participated in several innovation projects, Afkari innovation platform and brainstorming sessions.
Organized Youth circle sessions with collaboration from Youth ministry and Dubai Youth Council.
Ensured the needs of our customers and operating policies and procedures, ensured all client and company objectives are met to achieve financial targets.
•Reported directly to a General Manager and in their absence the Operations Manager.
•Liaised closely with other Heads of Department, Support Services and Head Office and clients.
•Responsible for the management, training and development of all supervisors and catering assistants.
•Exceed customer expectations and provide excellent customer care to partners and clients.
•Provided customer and client feedback to further develop standards and reflect market changes.
•Ensured that legal and company requirements are adhered to in respect of Hygiene, Health & Safety, Employment Law, and Food Safety Law.
•Ensured through effective communication, that all employees consistently demonstrate an excellent level of customer care and product/service knowledge.
•Ensured recruitment, induction, training, promotion, performance management, development and discipline of all employees in retail related assets.
•Optimized financial controls through ensuring tight control of resources.
•Ensured that unit administration, stock control and security procedures are followed properly.
Bachelors in Business Administration, Project Management, Finance and Accounting.