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Senior Service Quality Manager

2 months ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Michael Page Full time

About the Role

We are seeking a highly skilled Senior Service Quality Specialist to join our team at Michael Page. As a key member of our organization, you will be responsible for developing and implementing service quality frameworks, monitoring service delivery effectiveness, and driving continuous improvement initiatives.

Key Responsibilities

  1. Develop and implement service monitoring frameworks with Key Performance Indicators (KPIs) and customer feedback mechanisms to ensure high-quality service delivery.
  2. Lead efforts to enhance service quality and address performance gaps by analyzing data and implementing corrective actions.
  3. Measure KPIs to assess service delivery efficiency and effectiveness, and identify areas for improvement.
  4. Collaborate with delivery teams to create and implement action plans for service improvement, and utilize data analytics and performance metrics to inform service evaluations.
  5. Engage with stakeholders to gather feedback on service quality and integrate insights into service evaluations, ensuring that customer needs are met and exceeded.

Requirements

  1. Bachelor's degree in Business Administration or a related field, with a Master's degree highly preferred.
  2. Professional certifications in program management, organizational design, or related areas.
  3. Extensive experience in service quality management and improvement within complex organizational settings, such as a large holding group or a shared services function.
  4. Experience in using data analytics to inform service improvement strategies, and expertise in service quality frameworks and performance measurement.
  5. Proficiency in Arabic would be highly advantageous, and excellent communication and stakeholder engagement skills are essential.
  6. At least 5-7 years of work experience, with the ability to be based in Abu Dhabi.

About the Opportunity

This is an exciting opportunity to shape the future of government services in Abu Dhabi, and to contribute to the development of high-quality service delivery frameworks.