Senior Specialist- Development and Continuous Improvement
Dubai Roads and Transport Authority (RTA)
Total years of experience :16 years, 8 Months
• Supervise the development of organizational operating policies, processes and procedures and maintains adequate controls.
• Diagnose processes, identify waste and work in collaboration with assigned project managers, Steering committees, teams and (Six Sigma /lean/ project management) Coordinators and/or other operational excellence personnel to develop proposals for improving performance.
• Provide necessary support to all RTA agencies and departments by conducting effective analysis and assessment as needed.
• Review and analyze the assessment results and define the potential areas of improvement in conjunction with the business and market needs towards increasing customer satisfaction.
• Identify key performance indicators for business processes that guarantee achievement of highest business performance and business objectives delivery
• Supervise the preparation & implementation of DGEP requirements, in addition to propose initiatives / projects that contribute in continuous development according to Excellence models and participate in their implementation.
• Develop a comprehensive action plan to be aligned with the criteria requirements, including previous corrective / improvement actions mentioned in internal and external assessment reports.
• Review and propose performance indicators related to the criteria of the Excellence model.
• Conduct awareness and training sessions to leaders and concerned committees/ employees regarding the criteria, its requirements and content, in order to enhance the knowledge in the followed practices, capabilities and results, in addition to ensuring harmony among all other criteria
• Promote Quality / Excellence awareness and the concepts of continual improvement across RTA.
• • Manage customer experience road-map including projects and initiatives with bi- yearly review with top management.
• Manage the Voice of Customer through all touch points by measuring and analyzing the customer performance metrics.
• Manage an in-depth listening and responding approach through analyzing the reasons of detractors and promoters and report to the management on monthly basis with a benchmark of the results of the competition.
• Consolidating all the inputs from static and dynamic voice of the customer surveys, operational QoS performance and customers verbatim during the year to identify the gaps and to design the Customer Experience road-map on yearly basis.
• Initiate and supervise the QoS & Customer Experience improvement plans/ projects in coordination with all units in the company
• Promote customer centric culture across the company.
• Ensure an effortless customer experience across the company. This includes providing proper planning, leadership and guidance as appropriate throughout the organization.
• Utilize Customer insight tools and dashboards to better understand the needs of our customers and propose the needed action plan when needed.
• Lead Orange Group cross-functional and strategic projects.
• Facilitate problem solving and alignment with various stakeholders to ensure on time, on budget, and according to scope project completion with great focus on Quality of Service (QoS) projects.
• Manage, coach and provide support and guidance to Six Sigma and Lean projects for processes improvements and optimization.
• Lead on the streams related to the design & development of customer Journey in many projects.
• Analyze processes, recommend optimization methods and follow-up the implementation of introduced activities.
• Develop quality procedures and follow-up their implementation, through risk assessment, evaluation of applicable controls and segregation of duties.
• Identify, develop and continuously improve the processes of quality management system within the group to ensure that processes are well established, implemented and maintained in compliance with ISO 9001 standards.