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Service Excellence Leader

Posted 2024/04/24 11:32:31 Unlimited Ref: JB1100009545

Job Responsibilities

  • Promoting and reinforcing concepts and culture related to future-oriented, proactive, and digital government services, as well as enhancing the customer experience within the authority in alignment with the vision, directions, and priorities of the UAE Government Excellent Service Program.
  • Staying abreast of global developments and trends related to government services in various areas of the TDRA work.
  • Proposing initiatives for the development and digitization of government services specific to TDRA, and overseeing their implementation in coordination with regulatory units and relevant entities.
  • Developing partnerships with institutions, agencies, and regional/international organizations involved in designing, developing, and delivering services within TDRA. This includes ensuring the continuity and sustainability of accreditations, certifications, and awards received by the authority.
  • Managing internal awards related to government services within TDRA.
  • Supervising internal teams responsible for providing and linking customer and service databases to support service level measurement studies and ensure their quality.
  • Submitting regular reports to the direct supervisor regarding efforts, initiatives, and achievements related to designing, developing, and delivering services, in coordination with the relevant service management unit.
  • Implementing the UAE Government Excellent Service Program in accordance with all its requirements.


  • Strategic thinking, innovation, and excellence.
  • Positivity and effective communication.
  • Leading and managing change.
  • Ability to influence and motivate colleagues.
  • Working with teamwork spirit, initiative, and development.
  • Empowering work teams.
  • Ability to manage partners and resources.
  • Full understanding of the latest global trends in the field of services and key strategic projects.

Job Specific Skill

Communication; Teamwork; Problem-Solving; Work Ethic; Time Management; Leadership; Eye to detail; Self Management; Empathy; Critical thinking; Willingness to learn; Presentation skills; Relationship building


Bachelor of Science in Business Management - Business Management

Technical Skills

MS Office; Telecommunications technology and services; Risk management

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Job Details

Job Role Customer Service and Call Center
Contract type Permanent

Preferred Candidate

Career Level Mid Career / Senior Level
Years of Experience Min: 4 Max: 9
Nationality United Arab Emirates
Degree Bachelor's degree

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