Job Purpose
To lead strategic oversight and operational governance of service provider centers within the Vehicles Licensing Department, ensuring compliance, service quality, and continuous improvement across all licensing operations. The role drives performance monitoring, policy implementation, and digital transformation initiatives to enhance efficiency, customer experience, and regulatory integrity.
Roles and Responsibilities
Strategy
- Develop and implement strategic plans for service provider performance, compliance, and digital integration in alignment with RTA's licensing vision and innovation roadmap.
- Conduct benchmarking studies and impact assessments to evaluate service provider performance against global best practices and internal KPIs.
- Design and refine evaluation frameworks for service providers, including risk-based scoring models and performance improvement protocols.
- Lead the development of long-term strategies for service delivery enhancement, including automation, smart monitoring, and customer journey optimization.
Operations
- Oversee the full lifecycle of service provider agreements, including procurement, contract execution, renewal, and compliance monitoring.
- Conduct regular field visits to service provider centers to assess operational readiness, compliance with RTA policies, and adherence to technical standards.
- Ensure timely implementation of RTA circulars, directives, and system updates across all service provider operations.
- Manage grievance cases from service providers, coordinate with the Unified Grievance Committee, and ensure resolution within defined timelines.
- Supervise the execution of bidding processes for new service provider centers, including technical
- evaluation and vendor selection.
Product/Process Improvement
- Analyze performance data and field observations to identify systemic gaps and recommend actionable improvements in service delivery and compliance.
- Drive process optimization initiatives through digital transformation, including integration with the Smart Supervision Center and AI-enabled monitoring systems.
- Implement feedback loops from customers and service providers to refine service standards and operational workflows.
Physical Working Conditions
- Primarily office-based with regular field visits to service provider centers, vehicle licensing offices, and inspection facilities across Dubai.
Qualifications & Requirements
- Bachelor's degree in Business Administration, Public Administration, or Strategic Management.
- 8+ years of experience in case of Bachelor's degree; 6+ years in case of Master's degree or higher.
