Executive-Service Feedback
Dubai Electricity and Water Authority
مجموع سنوات الخبرة :14 years, 2 أشهر
Contact : 050. 175. 99. 70
Quality &Excellence: Originate and manage division process maps aligned with the
excellence requirements, assist in excellence model, analyze results of excellence
awards, and build clear action plans to close the AFI’s and quarterly report the
progress, manage the division SLA's with DEWA's Divisions including preparing
quarterly reports and manage the related AFI’s
• Correspondence: prepare correspondence (Memorandums, letters emails, ) and
other material requiring considerable judgment and knowledge of operations;
Screen, trace, file, retrieve, and coordinate all incoming and outgoing
correspondence directly related to the overall of the Department management
and develop all needed reports of the operations and statistics of Customer
Happiness Department to MD&CEO Office and finance division on regular basis.
Organize and maintains contracts, records, and other essential documents;
archive out of date information according to records management compliance and
best practices.
• Reports: analyze, study and set immediate effective action plans of received
reports and studies concerning Customer Happiness in order to close any gaps and
accordingly set corrective and preventive actions to avoid future reputation of
gaps
• Internal Audit: Responsible for attending to internal audit requirements
pertaining to the Customer Happiness and follow-up with the concern sections to
provide replies to internal audit inquiry notes and reports.
• Budget: coordinate with Customer Happiness sections and prepare Admin,
Training, Manpower, Capital and Purchasing budget for the Division on yearly
bases
• Programs & Awards: Assist in preparing proposal documents with regard to
different projects and programs for developing services such as, DGEP, MysteryShoppers, Dubai Model and ISO Certifications as well as assist in preparing
applications for international and regional awards.
• Coordination
o Perform personnel oriented tasks, including participating in the hiring
process in coordination with HR division includes preparing JDs, supervise
and train new staff, assist and resolve staff inquires and issues related to
HR, assist staaff and train them for any updates of DEWA SAP System,
coordination and follow up of all submitted issues related to HR.
o Quality check on operations such as Complains & Suggestions unit
o Coordinate circulars/awareness/new updates to staff
o Handling Health & Safety Observations.
o Arrange, coordinate and prepare Presentations of different topics for
benchmarking
o Prepare press release related to different topics concerning Customer
Happiness and coordinate the same with Media Division
o Coordinate with Media Division in order to prepare correspondences to
social media, newsletters …etc
Assisting and following up with Complaints' coordinators in order resolving
complaints within a period of (0-3) working days.
• Assisting and following up with suggestions' coordinators in order evaluating
the received suggestion within a period of (0-10) working days and
implementing the feasible suggestions on the agreed time frame.
• Train the new users of eComplain and eSuggest system and provide the
necessary guidance to ensure the best utilization of both systems.
• Assist in organizing complaints and suggestions related campaigns and others
customer's oriented programs and scheme.
• Monitor the overall performance of DEWA’s divisions with regards to handling
complaints and suggestions and ensure achieving the targets based on the sat
KPIs.
• Submit weekly, monthly, quarterly, semiannually and annually
complaints/suggestions reports to management illustrating the total No. of
complaints/suggestion received and indicate all significant facts, figures, charts
and Initiate mechanisms to increase the complainants satisfaction level.
• Monitor the customers' satisfaction level quarterly by submitting comparison
reports and ensure that the Corrective &Preventive Actions are well proposed
based on effective root cause analysis, manage the customers complaints and
suggestion units, and accordingly ensure complying with the Executive
Council’s requirements.
• Conduct and attend workshops organized by the Executive Council and Dubai
eGovernemt in order to be up to date in terms of improving the handling
process of both complaints and suggestions.