Corporate Performance Senior Specialist
Emirate Transport
Total years of experience :17 years, 7 Months
Working as an adviser and project manager for the Executive Director of Corporate Services for several projects in the organization:
- Managing projects related to service delivery improvement; adopting Emirate program for service excellence as per Shk. Khalifa module and criteria for customer service centers assessment (stars program) in five different centers in UAE, that covers nine modules to improve the centers performance by managing the following: customer, human resources, service, operations, center’s environment, technology.
- Suggesting and documenting business process policies and procedures as will as monitoring their implementation by setting deferent measures and KPIs.
- Designing and ET’s service catalogues and service cards for several services.
- Designing and managing Key services PIs and KPIs and collecting there results for corporate levels in coordination with business owner and IT department for automated processes.
- Participating in several teams to apply for different awards such as CSR, UAE ideas GRI report submission.
- Managing business process assessment teams to find and report area of improvement in heavy vehicle technical inspection center as well as in public school transport center, and submitting executive reports with area of improvement and suggestions.
- Analyzing customer complaints and raising executive reports to highlight customer’s satisfaction and needs as an area of improvement.
- Producing several improvement reports related to process re-engineering and process improvement based on statistical analysis and other assessment resources.
Managing projects related to service delivery improvement; adopting Dubai governmental improvement model; that includes service assessments, process analyses, performance indicator setting, prioritization of different improvements initiatives in the project projects, top management reporting, project performance follow up, Running customer/employee surveys and analyzing related results to highlight service’s area of improvement as per customer needs taking in consideration employees feedback and involvement in the improvement process.
Carrying out several training courses related to Dubai Model methodology for government services improvement
Carrying out training sessions with the nominated candidates (teams/service stars) for H.H. Hamdan Bin Mohammed smart gov. prizes and setting the application documents as per required criteria.
Working as team leader in DM for qualifying (DM customer service centers) as the “The best service Center” as per Dubai’s Model center criteria; that is managed by the Executive Office.
Business process/service delivery analysis on the scale of Dubai Municipality and categorizing services under four categories according to the service deliverable
Participate in setting DM corporate service improvement strategy for three years.
Setting criteria for service delivery assessment.
Participating setting DM strategy plan 2013-2015 (Planning and Engineering Sector); including carrying out with the concern departments (SOWT) analyses, cause and effect analyses, setting goals, performance indicators, performance index, benchmarking…etc.
Participate in the assessment of several departments according to Dubai excellence model frame DEGP.
Setting KPI to monitor service/process performance.
Assessing the control of deferent DM departments (KPI).
Work mainly involved Following up administrative issues related to the department, and to liaison with CEO office regarding any requirement from the department, liaison with other departments, coordination of maintenance department sections regarding any requirement on the level of the department, coordinating department meetings (internally and externally)…
Participate in preparing the of Road and Traffic Agency strategic plan.
Participate in preparing the operational plan of the department.
Monitoring the operational plan KPIs on quarter yearly base
Responsibilities also included coordinating Dubai Excellence Model requirement to assure the alignment with it form working on the strategic plan to the operational plan, to SWAT study prepare (on the level of the department).
Representative of Road and Traffic Agency in Strategic planning cross functional steering committee and responsible to take requirement actions according to theses committees, and to cascade the out put of theses committees work on my working environment.
Representative of maintenance department, in excellence functional committee on the level of Road and transport authority, and to cascade the out put of these committees work on my working environment.