Job description

§Development and monitoring of the division's operational plan and annual budget, ensuring alignment with the الهيئة's overall strategy.

§Supervision of the development and implementation of policies, procedures, and processes related to services, ensuring compliance.

§Monitoring the preparation and implementation of key performance indicators to measure service quality and effectiveness, and proposing continuous improvement plans.

§Develop and implement service improvement plans in coordination with organizational units and internal and external stakeholders.

§Leading efforts to develop the customer experience through surveys, mystery shopping, and satisfaction measurements, and approving necessary improvement programs.

§Supervision of involving customers and employees in the design and development of services.

§Managing and activating the Customer Relationship Management (CRM) system and ensuring its integration with the الهيئة's other systems.

§Monitoring adoption and implementation of the World Class Stars system for services and ensuring its requirements are met.

§Adopting the service procedures manual and periodically reviewing unit compliance with it.

§Supervision of designing and implementing awareness and promotional campaigns for services in coordination with the Corporate Communications Department.

§Enhancing relationships with internal and external partners to exchange experiences and adopt best practices in service development.

§Supervision of handling complaints and suggestions from customers and ensuring turning them into opportunities for improvement.

§Approval of performance reports and analytical studies related to services, and presenting recommendations to senior management.

§Ensuring readiness and continuity of service delivery under all conditions through contingency plans and risk management.

§Monitoring innovation in service development and adopting innovative and smart solutions to improve service levels.

§Supervision of programs and initiatives that enhance customer happiness and raise the quality of life for employees dealing with the public.

§Representing the department in meetings and committees concerned with service development at the الهيئة level or government level.

§Contributing to the innovation and institutional excellence agenda by presenting initiatives that support achieving the الهيئة's strategic plan.

§Commitment to applying information security policies and procedures, maintaining data confidentiality, and reporting any violations or breaches to the information security officer.

§Commitment to safety, health, and environment policies and procedures applicable in the الهيئة.

§Performing other duties and responsibilities related to the job as assigned.

Bachelor's degree in Business Administration, Service Development, Quality Management, Innovation Management, Project Management, Public Administration, or an equivalent from an accredited university.

§7 years and above of related work experience.