Manager-Service Providers

Job Description

# Develop and improve customer service in the current partners? centers to cover the needs and expansion ofRTA works to facilitate partners? centers tasks in Roads and Transport Authority (RTA).# Perform other related duties as assigned# Follow-up to the closure of internal audit recommendations with your service provider.# Follow-up closing the internal audit recommendations with the service provider.# Sign of agreements, memorandums of understanding and contracts with service providers.# Approve and open new centers, Add, cancel, or close the existing center or a new service.# Set policies of centers work times.# Organize periodic meetings with service providers.# Oversee the requests, suggestions and complaints from key partners on sector works and take the necessaryactions.# Recommend and coordinate with partners and service providers to set suitable training programs regardingstaff development in the field of customer service and develop their skills.# Supervise and Follow-up archiving and supplying department transactions given by the service providers andpartners.# Supervise and Follow up the implementation of department services and operations provided by serviceproviders.# Ensure the rehabilitation of service employees in service providers and partners on working systems, makingsure to provide them with policies and procedures.# Supervise and Follow up the implementation of policies, requirements and evidence with service providers toensure their commitment.# Supervise security and safety requirements at service providers centers and follow up the improvements incenters.# Supervise and Follow-up the unreal evacuation plan at service providers centers and make sure that it isimplemented according to the plan, verify the results of plan and develop solutions and corrective actions.# Inventory and classification of service providers and partners based on the provided services.# Coordinate with customer service department regarding services performance indicators that are measured bycustomer service department for services providers.# Coordinate with marketing department regarding marketing campaigns for vehicles testing and licensingservices provided through different categories of service providers and partners.# Supervise and Follow up the results of customer satisfaction surveys and Mystery Shopper on servicesproviders.# Supervise and Follow-up service providers and partners complaints and suggestions.# Direct all activities to ensure resolving complaints and customer inquiries within the specified time frame andin accordance with approved criteria.# Manage and organize all requests submitted by service providers and coordinate with Department? sections.# Follow-up and Supervise all requests and recommendations for departments with the service providers.# Ensure providing all requirements and documents for opening the centers according to the manual.# Review and supervise the implementation of plans to improve services according to PRM standards and themystery shopper, and customer feedback surveys.# Organize, manage and supervise the collection of the fees of Executive Council order No. 38 of 2015. Followup the implementation of joint projects with service providers.# Follow up the implementation of improvements on technical systems.# Supervise the Implementation of field visits programs, and reporting. With follow up the implementation ofdevelopmental recommendations resulting from Visits.# Supervise and Follow-up performance indicators for the services provided by various service providers.# Follow-up business continuity plans with service providers, and ensure that service providers are available inemergency cases.# Coordinate with the concerned departments in RTA on the change orders and ensure the implementationthrough all channels approved by RTA.# Follow up the implementation of requirements for the agreements with service providers such as (insurance -bank guarantee - electronic wallet - commercial licenses - nationalization rates)# Supervise business activities at service provider centers and ensure that service providers obtain the previousapprovals.# Communicate with the concerned authorities in the Emirate (Dubai Municipality, Dubai Police, EconomicDevelopment Department, etc.) to conduct joint campaigns at service providers centers.# Measure service performance indicators for service providers in coordination with concerned sections.# Follow up and ensure that service providers comply with mystery shopper standards, and provide feedback oncorrective actions and follow up on the implementation.# Ensure closing all complaints received to service providers through CRM system in coordination with serviceproviders.# Organize, manage, monitor, approve, review service level agreements with external service providers, trustedagents and agencies, and report on compliance.# Direct supervision and control to ensure that the customer service standards and specifications are adheredby implementing field visits to service providers, identifying improvement opportunities, and submitting thenecessary recommendations to the relevant departments# Developing and preparing policies that raise the level of service providers in service provider centers incoordination with Vehicle Licensing Studies and Policies section.# Study and analyse suggestions and complaints and provide quick and appropriate solutions.# Monitor the implementation of SLA terms and requirements through field visits, to ensure the commitment ofservice provider and partner to agreed standards and requirements.# Evaluate service providers and partners with various categories based on approved evaluation criteria andrequirements through field visits; develop evaluation systems in line with the continuous evolution.# Manage customer experience with strategic partners and ensure the completion of all model aspects, includingproviding advice.# Provide the necessary support to various categories of service providers and partners# Monitor the commitment to customer service standards and specifications by service providers.# Analyse and evaluate the performance of service providers periodically and submit the periodic reports.# Overseeing the implementation of health, safety and environmental requirements with service providers# Managing the complaints received by service providers centers# Manage and monitor all activities related to service providers from opening new centers, add activities,services, and change orders, and supervising the collection and approval of fees from all relevant authorities# Monitor service providers centers through the smart control center.# Overseeing the extent to which service providers adhere to customer service standards by service providercenters and report on this.# Develop services in the service providers centers relating to Customer Happiness.# Analysing and studying customer satisfaction and secret shopper surveys and developing improvementprocedures.Education# Bachelor?s degree in business administration from a recognized university.Skills# Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coachesemployees to meet high performance standards.# Ability to manage different cultures services centers.# Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detailorientation.# 7 years of working experience in management, supervision, monitoring, improvement and development forservices sector and services canters.# Innovative problem-solver who can generate workable solutions and resolve complaints.# Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multipleconcurrent projects.# Ability to build strong relations with services providers and various services providing centers.# Exceptional listener and communicator who effectively conveys information verbally and in writing.# Resourceful team player who excels at building trusting relationships with customers and colleagues.# Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamliningcomplex work processes.# Computer-literate performer with extensive software proficiency covering wide variety of applications

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