Job Description

Job Purpose

Lead and develop service development policies, programs, and plans to ensure improved service quality and customer experience, enhance customer happiness levels, and oversee the application of global best practices in developing smart and innovative government services.

Key Responsibilities

Functional

• Prepare and follow up on implementation of the section's annual operational plan and budget, and ensure alignment with the overall strategy.
• Oversee development and implementation of policies, procedures, and processes related to services, and ensure adherence to them.
• Follow up on preparation and implementation of key performance indicators to measure service quality and effectiveness, and propose continuous improvement plans.
• Develop and implement service improvement plans in coordination with organizational units and internal and external stakeholders.
• Lead customer experience development efforts through surveys, mystery shopping, satisfaction measurements, and adopting necessary improvement programs.
• Oversee the design of plans to engage customers and staff in service design and development.
• Manage and activate the Customer Relationship Management (CRM) system and ensure its integration with other systems.
• Follow up on adoption and application of the global star rating system on services and ensure achievement of its requirements.
• Adopt the services procedures manual and periodically review units' compliance with it.
• Oversee design and implementation of awareness and promotion campaigns for services, in coordination with the Institutional Communication Department.
• Strengthen relationships with internal and external partners to exchange expertise and adopt best practices in service development.
• Oversee handling of complaints and suggestions received from customers and ensure they are converted into improvement opportunities.
• Adopt performance reports and analytical studies related to services, and escalate recommendations to senior management.
• Ensure readiness and continuity of service delivery under all circumstances through emergency plans and risk management.
• Follow up on innovation in the field of service development and adopt innovative and smart solutions to improve service levels.
• Oversee programs and initiatives that enhance customer happiness and raise the quality of working life for customer-facing employees.
• Represent the section in meetings and committees related to service development.
• Contribute to the innovation and institutional excellence agenda by presenting initiatives supporting achievement of the strategic plan.
• Comply with information security policies and procedures, maintain data confidentiality, and report to the Information Security Officer any breaches or violations of approved policies.
• Comply with occupational health and safety procedures, policy, and instructions, and the applicable environmental management system policy.
• Perform other duties and responsibilities related to the role as assigned.

Operational

• Provide data and reports to the relevant department manager periodically and on request, highlighting improvement areas to support decision-making and operational excellence.
• Provide periodic reports on performance results, identify performance gaps and their implications, and recommend corrective actions to limit risk, thereby reducing process downtime and ensuring objectives and targets are met on schedule.

Financial Management

• Provide input to the Finance Department as needed, per the approved governance process, for budget preparation.
• Monitor budget execution and allocation to ensure alignment with the approved budget, report actual and potential budget variances, and recommend corrective actions.

People Management

• Prepare unified workforce planning strategies and budgets, talent attraction, training, and development for the relevant department to ensure adequate recruitment processes for optimal operational fluidity.
• Set section goals and review performance at mid-year and year-end. Monitor performance and provide specialized consultation as needed to ensure performance goals are met.
• Identify competencies.
• Provide guidance to section staff on operational and staff management matters.

Stakeholder Management

Key Internal Stakeholders: All organizational units

Key External Stakeholders:

• Relevant semi-government and private entities
• Relevant local and federal entities

Required Qualifications

Academic Qualifications:

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

Professional Experience and Skills:

• 7+ years of relevant work experience
• Ability to prepare consistent recommendations and input for policies, legislation, and laws enabling the sector
• Ability to lead planning and execution of high-impact programs, coordinating and engaging with various internal and external stakeholders
• Ability to lead multidisciplinary teams and coordinate activities and initiatives aimed at activating and developing the sector
• Applying sector-related knowledge and emerging trends to prepare enabling strategies and policy inputs

Competencies

Leadership Competencies (Advanced):

• Supporting and enabling change
• Leading and inspiring others
• Strategic thinking

Behavioral Competencies (Advanced):

• Projecting and radiating positive energy
• Excellence in execution
• Community service and responsiveness to stakeholders' needs
• Institutional understanding

Technical Competencies (Advanced):

• Government service development management
• Customer experience management