Job Summary:
The Assistant Operations Manager supports the overall management of daily operations across multiple government service platforms including Tasheel, Amer, Dubai Land Department (DLD), and Dubai Economic Department (DED). This role ensures that customer service standards are met, operational processes run efficiently, and the center complies with all regulatory requirements. The position plays a key role in team coordination, performance monitoring, and continuous improvement of service delivery.
Key Responsibilities:
1. Center Operations Management
- Assist in supervising the daily operations across all service counters (Tasheel, Amer, DLD, DED).
- Ensure compliance with the latest government regulations, procedures, and service protocols.
- Monitor center workflow and resolve operational issues quickly to avoid service disruption.
- Ensure all customer inquiries, applications, and service requests are handled efficiently and within SLA timelines.
2. Staff Supervision & Coordination
- Support in staff scheduling, shift planning, and leave coordination to ensure adequate coverage.
- Conduct regular coaching, performance evaluations, and training sessions.
- Guide front-line employees to deliver excellent service across all government channels.
3. Customer Service Excellence
- Monitor customer interactions across platforms (walk-in, calls, and digital platforms).
- Handle escalated customer issues professionally and follow up until resolution.
- Maintain a customer-first approach and work to improve the customer journey across all services.
4. Reporting & Analysis
- Generate and review daily, weekly, and monthly performance reports using systems like Vocalcom, WeCare, and other CRM tools.
- Analyze center performance against KPIs and propose improvements to boost efficiency and service quality.
5. System & Process Management
- Ensure proper usage and upkeep of all operational systems (Tasheel, Amer, DED, DLD portals).
- Coordinate with IT and service providers for system updates and issue resolution.
- Stay updated on system enhancements, policy changes, and procedural updates issued by government entities.
6. Compliance & Quality Control
- Ensure full adherence to service standards as defined by MOHRE, GDRFA, DED, and DLD.
- Participate in internal and external audits; ensure findings are addressed in a timely manner.
- Maintain accurate documentation, application records, and logs as required by governing bodies.
7. Cross-Departmental Coordination
- Liaise with HR for staffing and training needs.
- Coordinate with the marketing team to implement promotions or awareness campaigns for new services.
- Work closely with the Center Manager to implement strategic plans for service enhancement and customer retention.
Qualifications:
- Bachelor's Degree in Business Administration or a related field.
- 3–5 years of relevant experience in operations or government service centers.
- Prior experience in Tasheel, Amer, DLD, or DED environments is highly preferred.
Skills Required:
- Strong knowledge of UAE government services (Tasheel, Amer, DLD, DED).
- Proficient in Microsoft Office and systems like Vocalcom, WeCare, GDRFA, MOHRE, DED, and DLD platforms.
- Excellent communication and leadership skills.
- Problem-solving and decision-making capabilities.
- Strong attention to detail and ability to work under pressure.
Job Type: Full-time
Pay: AED7,000.00 - AED8,000.00 per month
Language:
- Arabic (Required)
