نجلاء ابراهيم

• Working on different projects:‎
‎-‎ Implementing and maintaining Integrated Management systems (Quality, Environment ‎and Occupational Health & Safety - ISO 9001, 14001 and 45001)‎
‎-‎ Institutional and Individuals Excellence Assessment and Award Submission.‎

• Supervise the business processes management system in the agency, prepare the process ‎review plan, audit the processes capabilities and implement improvement initiatives for ‎increasing the performance efficiency.‎
• Develop, implement and ensure compliance with strategies, plans, polices, standards, ‎procedures related to RTA's quality assurance system and ensure applying the international ‎best practices in the industry to stay up to date with the evolving improvements.‎
• Maintain the operations of the QMS and ensure its continual improvement by using different ‎inputs such as quality audits, customer surveys, higher management directives, results of the ‎performance KPIs and inspections & investigations results analysis in collaboration with all ‎the concerned parties within the agency.‎
• Monitoring the agency performance system and ensure proper KPIs analysis and corrective ‎actions.‎
• Reviewing and analyzing the customer surveys results for getting insights on the customers’ ‎requirements and expectations for continual improvement.‎
• Manage, monitor and report the QMS’ objectives on continual basis and whenever is required ‎to keep track on the progress of the related KPIs and applying any possible improvements.‎
• Responsible for the documentation of the QMS related requirements and activities in terms ‎of establishing and creating the required procedures, process, policies and reports. ‎
• Supervising, planning and executing the internal quality audits for the related departments, ‎prepare audit report including the NCRs and assisting employees in preparing the related ‎corrective actions plan required for any possible improvements identified and follow up on its ‎closure.‎
• Conducting different audits tasks such as quality audits, auditing quality projects plan, admin ‎orders by DG, service level agreements…etc. for identifying any possible opportunity for ‎improvement and examining the level of compliance. ‎
• Supervise and prepare for the external audit certification process and surveillance visits in ‎coordination with the concerned departments and prepare the related corrective actions plans ‎for any raised NCs.‎
• Review and analyze the quality reports, conduct the related root cause analysis and develop ‎and update the required corrective and preventive action plans for improvements and ‎maintaining proper compliance.‎
• Conduct the risk assessments and identify proper mitigation measures in coordination with ‎the concerned departments and ensure its implementation across all the agency.‎
• Deliver trainings, workshops, presentation and knowledge sharing sessions related to quality ‎awareness programs in terms of objectives, system, procedures and processes for raising ‎and promoting the awareness of quality excellence and improvement throughout the agency.‎

Main duties, for example but not limited to:
▪ Responsible for the Internal and External Audits operations and processes for maintaining
the accreditation/ certifications (includes the surviliance visits).
▪ Responsible for handling, managing and supervising the Integrated Managemnet System’s
procedures and operatuins (quality, envorioment, health and safty)
▪ Implement the reenginreeing processes project for the whole Chamber.
▪ Presneting and providing trainings and workshops in the quality mangement field.
▪ Prepar many system’s manulas such as Quality and IMS as well as prepare many different
procedures manuals such as change management and anlaysing the strategic context.
3
▪ Responsible for conducting the surveys for measuring the stakeholders’s satisfactions.
Prepare the impromvement plans with concerned departments and put recommendations
for improvements.
▪ Spreading the quality culture within the Chamber by diffent means in order to ensure that
the quality is embedded in the organaization’s values and decision making.
▪ Responsible for the Internal Audits in the Chamber by planning and preparing for the audits,
carrying out IMS quality audits and providing recommendations and corrective actions.
▪ Carryout the management reviews with the Higher management for the continuous
improvement of the system.
▪ Responsible and working for the Customer Relationship Management System (CRM) by
monitoring the customer insights for improvments and continual satisfaction.
▪ Working on Risk Management framework (31000) and Businees continyity (22301).
▪ Implement the policies and procedures of the Training, Incentives and Institutional Programs
Department.
▪ Developing and designing new standards of excellence programs and linking them to award
programs to encourage excellence, innovation and business development.
▪ Assist the line manager in developing, launching and managing new award programs aimed at
increasing the added value of the Chamber's services and activities.
▪ Define and publish the criteria for these new awards and ensure that they are applied in accordance
with the governance system followed by the Chamber.
▪ Supervising the coordination and marketing of the Sheikh Khalifa Excellence Program, including
nomination, training and evaluation.
▪ Help and advise the concerned departments in developing their daily activities and operations in
accordance with the standards, models and statements of the European Organization for Quality
Management (EFQM) award and highlight its awards.
▪ Providing support and advice to Chamber employees nominated for Excellence Programs and
assisting them to pass the evaluation stage.
▪ Supervising coordination operations with external consulting firms in accordance with the
standards approved by the Chamber and in coordination with the line manager.
▪ Preparing reports for discussion and submitting them to the line manager.
▪ Compliance with environmental, health and safety laws and standards approved by the Chamber.
▪ Performing any other tasks assigned to the line manager.
2.

• Responsible for the Integrated Management System’s (ISO 9001:2015, ISO14001:2015 & ‎OHSAS 18001) Internal and External Audits operations and processes for maintaining the ‎accreditation/ certifications (includes the surveillance visits). ‎
• Responsible for handling, managing and supervising the Integrated Management System’s ‎procedures and processes (quality, environment, health and safety).‎
• Responsible for the Internal Audits in the Chamber by planning and preparing for the audits, ‎carrying out IMS quality audits and providing recommendations and corrective actions. ‎

• Implement the reengineering processes project for the whole Chamber. ‎
• Presenting and providing trainings and workshops in the quality management field. ‎
• Prepare many system’s manuals such as Quality and IMS as well as prepare many ‎different procedures manuals such as change management and analyzing the strategic ‎context.‎
• Responsible for conducting the surveys for measuring the stakeholders’ s satisfactions. ‎Prepare the improvement plans with concerned departments and put recommendations for ‎improvements.‎
• Spreading the quality culture within the Chamber by different means to ensure that the ‎quality is embedded in the organization’s values and decision making. ‎
• Carryout the management reviews with the Higher management for the continuous ‎improvement of the system. ‎
• Responsible and working for the Customer Relationship Management System (CRM) by ‎monitoring the customer insights for improvements and continual satisfaction. ‎
• Working on Risk Management framework (31000) and Business continuity (22301).‎
• Help and advise the concerned departments in developing their daily activities and operations in ‎accordance with the standards, models and statements of the European Organization for Quality ‎Management (EFQM) award and highlight its awards.‎
• Providing support and advice to Chamber employees nominated for Excellence Programs and ‎assisting them to pass the evaluation stage.‎
• Supervising coordination operations with external consulting firms in accordance with the ‎standards approved by the Chamber and in coordination with the line manager.‎
• Preparing reports for discussion and submitting them to the line manager.‎
• Compliance with environmental, health and safety laws and standards approved by the Chamber.‎
• Performing any other tasks assigned to the line manager.‎

Main duties, for example but not limited to:
Conducts coaching and consultancy services for the nominees and work on preparing and
improving their submissions files for internal and external awards.
Working on revising, drafting and editing excellence nomination’s submissions and applications as
per the set criteria and requirements of the government excellence program and the internal award.
Preparing improvement plan for each candidate based on the coaching sessions and the proposed
area of strengths and improvement areas specified.
Working on preparing the excellence plan including the responsibilities, tasks and the timeframe
required for submitting deliverables of the concerned client.
Working on updating and enhancing related manuals and policies and conducting translation for
submissions files.
Working on drafting and preparing related excellence workshop for the candidates.
4
Conducts and participate in institutional and individual excellence assessments for internal and
external awards, prepare the feedback reports, conducts assessments meetings and prepare the
final related results and scoring sheet as well as provide recommendations for improvement.
Attending meetings with senior consultants and assist in collecting information, taking notes,
sending the required amendments based on the discussions during the meetings and following up
on its application.
Coordinating with concerned departments within the government organization re excellence
submission, candidates, documents, evidences and any other related matters.
Communicating and following up with the concerned parties either internally with teamwork or
externally with the government organization in all projects phases beginning of the introductory
meetings until the final submission on the system, results announcements and reports of results
analysis.
Conduct required analysis whenever required by using specific tools and techniques for ensuring
having factual based decisions supported by evidences regards selection and prioritizations.
Any other responsibilities may be requested by direct line manager.

Working with the Director, team and consultants on the preparation of the DGEP-4G submissions ‎for the different categories and medals as follows:‎
‎-‎ Conduct sessions with the concerned, related teams, individuals and departments for the ‎awareness of the new standards requirements.‎
‎-‎ Conduct meetings with the concerned teams and departments for collecting capabilities and ‎setting matching results. ‎
‎-‎ Conduct coaching sessions for the nominees and work on preparing and improving their ‎submissions files.‎
‎-‎ Preparing improvement plan for each candidate based on the coaching sessions and the ‎proposed area of strengths and improvement areas specified.‎
‎-‎ Work on gathering and compiling all the required data from the concerned departments for the ‎preparation for the award submission.‎
‎-‎ Work on the 4G system and matching the capabilities with the results for each criterion on the ‎system as well as entering the medals submission for each nominee.‎
‎-‎ Prepare and organize the mock assessments session for the award submission.‎
‎-‎ Revising the feedback reports, create gap analysis and provide recommendations for ‎improvements and enhancements.‎
‎-‎ Coordinate and handle with Executive Council and Dubai Model all their requirements.‎
Execute the quality assurance activities and support the recommendation of improvements where ‎applicable in order to ensure the adherence of the different departments to the desired quality ‎standards.‎
‎ Communicate internally with all departments; to ensure understanding of and compliance with ‎quality standards and to review the processes in line with award criteria as well as externally with ‎Government agencies; to coordinate the quality accreditation / certification of DTCM and ‎accreditation agencies such as ISO; to coordinate visits and certifications.‎

Main duties, for example but not limited to:
Preparing Audit Reports' drafts by summarizing the related information from supporting documents,
typing, organizing format, edit and proofreading.
Make sure that the reports are going through the proper Audit cycle by following up on the report
beginning from sending it to auditees until submit it to the Director General.
Preparing and drafting the Critical Audit Observations as instructed by the Director and follow up on
their issuance until the final submission for the Director General.
Preparing an Executive Summary report of the issued Observations for each year to be used during
the follow up sessions with the auditees.
Provide support and gather related information during the preparation of the yearly Audit Plan.
Planning, organizing and managing the administrative activities of the Internal Audit Department and
ensuring compliance with the organization's policies & procedures.
Providing and handling all office support functions and ensure efficiency and effectiveness within the
Department.
Serve as the first contact point for the Department and acts as day-to-day operational liaison with
other departments.
Screening phone calls, enquiries and requests; and handling them when appropriate.
Reporting to and work on a one-to-one basis with the Director of the, providing senior level of
secretarial and clerical services.
Acting on behalf of the Director, for example: dealing with and responding to the incoming email,
letters, memos and faxes; sending emails, writing letters and memos, handling the telephone calls.
Help in organizing and planning the Director's time; maintain and handle the diaries; making the
appointments and ensure making the best use of his time.
Handle, manage and arrange all the travel-planning tasks for the overseas audit visits i.e.: visa
issuance, flight booking, hotel accommodation and transportation.
Providing the administrative support in the preparation of correspondences, reports, schedules,
confidential materials and various audit issues.
Conducting researches prepare presentations and/or complete information as required for the
Director.