Process Specialist
Dubai development Authority
Total years of experience :16 years, 8 Months
Responsible for documenting and maintaining the processes and their procedures, identify process gaps and handle updates as required
Prepare Impact Meters Dashboards, including Branch waiting and service duration statistics, TATs vs. SLA and Rework Rates vs Errors.
Conduct Root cause analysis for breached SLAs and rework reasons.
Conduct Coaching and Training.
Manage Mysteryshopping and BM programs with analysis and presentation.
Manage Voice of Customer and Detailed Diagnostic Survey, HotAlerts call back program and action points monitoring and reporting.
Manage Welcome Calling Surveys program with Calls monitoring.
Set and Manage the Processes, Policies and Procedures documents with the cooperation of the cross functional teams Subject Mater experts.
Conduct periodical reviews to update the Processes, Policies and Procedures from the Business Owners.
Handle various Business Process Re-engineering projects and Quality Excellence projects initiated from Voice of Customer Action Points Plan and Customer Pain points analysis to achieve cost savings, enhance FTEs utilization, introduce automation, E2E process optimization and TAT performance enhancements.
Manage the Internal Customer Satisfaction Survey across the organization, present the analysis and manage the action points plans.
Assist in the submission for various awards.
Initiate and manage the Corporate Social Responsibility Projects and manage volunteering staff and their participation in CSR initiatives.
Participate and Manage the Main CSR initiative aka CBD Youth Athletics Program.
Conduct and Manage Mystery Shopping Program and Benchmarking Program.
Conduct Monthly Service Monitoring for the Frontline staff across all branches and generate monthly scores and records per staff, per counter, per Branch.
Conduct On-the-Job Coaching and Poor Performance Counselling.
Conduct product related and Service Excellence training.
Handle Customer Complaints.
Conduct and Manage Mystery Shopping Program and Benchmarking Program.
Conduct Monthly Service Monitoring for the Frontline staff across all branches and generate monthly scores and records per staff, per counter, per Branch.
Conduct On-the-Job Coaching and Poor Performance Counselling.
Conduct product related and Service Excellence training.
Monitor the Branches procurement status and report it to the concerned departments.
Train New Joiners through the intensive Orientation program.