Customers Experience & Services Director
Abu Dhabi Sustainable Water Solutions
Total years of experience :16 years, 8 Months
• Managing customer services related activities
• Ensure compliance with regulatory and statutory requirements.
• Managing departmental performance contract: achieving targets, complying with Emirates plan KPI’s.
• Chairing ADSSC’s Customers Happiness Survey Study Committee
• Management of External and Internal Service Level Agreements
• Managment of compliance against relevant regulatory and statutory code of practices and conditions
• Managing strategic initiatives in compliance to ISO 10002 & ISO 10004
• Conducting internal audits based on different standards ( BCM and ISO. 9001 lead auditor)
Overseeing:
Customer experience
Services delivery and pricing
Business operations
Operations Inspection
Compliance
Logistics
Omni- channel and customer interface
Responsibilities / Achievements:
• Marketing ID e-services
• Provide statistical data associating analytical reports of the population to concern agencies (both privet and government sectors)
• Ensure continues improvement of different business process and procedures: Improving ID cards production process (de-centralization)
Identity and Population Register Director
• Supervision of ID card production and quality testing process
• Ensure compliance with Emirates Identity Authority rules and regulations
• Management of external contractors undertaking ID Card packing and delivery
• Conducting required testing acceptance procedures assuring full compliance
• Ensure business operations continuity through: monitoring production capacity building, consumables management and production forecast.
Innovation, Entrepreneurship and Strategic Planning
Distinction