Responsibilities: Participating in setting departmental goals and work plans in accordance with the department's strategic and operational plan, and monitoring their implementation.Participating in planning departmental work, distributing tasks and responsibilities among employees, and ensuring work continuity.Ensuring a reduction in the percentage of incoming complaints. Receiving, analyzing, and studying incoming complaints and suggestions, finding radical solutions to complaints, and ensuring they do not recur, in coordination with the direct supervisor.Analyzing business and preparing improvement and development plans.Participating in preparing training and development plans and needs for department employees and submitting them to the direct supervisor.Preparing periodic reports and indicators related to departmental activities and submitting them to the direct supervisor.Preparing the department's risk register and ensuring the implementation of procedures to reduce risk. Preparing the department's work policies and procedures manuals.Raising customer satisfaction indicators and ensuring high levels of customer satisfaction through quick solutions and meeting customer needs.Analyzing customer behavior using modern methodologies such as economic behavior and customer-centricity to understand customer needs and requirementsDocumenting newly implemented procedures and disseminating the implementation method to other administrative divisions.Improving the efficiency of responding to incoming requests and ensuring their implementation.Participating in the preparation of the department's operational budget.Striving to streamline customer satisfaction indicators, facilitate administrative procedures for transactions, and adopt the latest methods and means to enhance the level of service and improve performance.Ensuring the confidentiality and security of information and documenting and archiving matters received from customers.Submitting recommendations and proposals aimed at developing work processes and improving the level of performance in the department and submitting them to the direct supervisor.RequirementsAcademic Qualification and Practical Experience:Bachelor's degree in Business Administration, Law,Sociology, Media, Marketing, Operations Management, Behavioral Economics, or equivalent specializations related to the job.A professional certificate related to the job duties is considered an additional advantage.Competencies and skillsExcellent communication skills.Analytical and problem-solving skills.Excellent negotiation and persuasion skills.Proficiency in computer use and related applicationsKnowledge of relevant laws, regulations, and systems.Full proficiency in Arabic and English.Time management and organizational skills.Ability to work under pressure.
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