Advisor - Global Star Rating Award - UAE National

We are seeking an experienced Government Services Excellence Specialist to support the implementation, governance, and continuous enhancement of the UAE Government Global Star Rating System for Services. The successful candidate will play a key role in ensuring compliance with the Global Star Rating framework, driving service excellence initiatives, enhancing customer experience, and supporting the Ministry's readiness for assessment and continuous improvement.Key Responsibilities:Support the implementation and continuous improvement of the Global Star Rating System for Services across all government service channels.Review and analyze assessment and feedback reports issued by the Cabinet Affairs Office and identify improvement opportunities against Global Star Rating requirements.Develop, implement, and monitor service improvement plans to address assessment findings and ensure timely closure of identified gaps.Coordinate with service owners and internal stakeholders to monitor the implementation of corrective actions and improvement initiatives.Develop, review, and maintain service policies, procedures, standard operating procedures (SOPs), and governance documentation in line with Global Star Rating standards.Conduct service assessments, gap analyses, compliance reviews, and readiness evaluations to ensure adherence to Global Star Rating requirements.Monitor service performance indicators and prepare analytical reports, dashboards, and executive summaries to support decision-making.Analyze customer feedback, complaints, operational trends, and service demand to identify improvement opportunities and recommend corrective actions.Support the documentation, review, and optimization of customer journeys to improve customer experience across all service delivery channels.Review and update the Ministry's Service Catalogue, service standards, and proactive services to ensure alignment with government service excellence requirements.Support the planning, execution, and analysis of customer satisfaction surveys and translate findings into measurable service improvement initiatives.Promote awareness and understanding of the Global Star Rating System through workshops, awareness campaigns, and stakeholder engagement activities.Maintain assessment evidence, compliance documentation, and reporting required for internal governance and external Global Star Rating evaluations.Collaborate with cross-functional teams to embed a culture of service excellence, continuous improvement, and customer-centric service delivery.Perform any additional duties related to the implementation, governance, and continuous enhancement of the Global Star Rating System as assigned by the Government Services Manager.QualificationsBachelor's degree in Business Administration, Public Administration, Quality Management, Industrial Engineering, Operations Management, or a related discipline.Professional certifications in Customer Experience (CX), Lean Six Sigma, Quality Management, EFQM, or Service Excellence are an advantage.ExperienceMinimum 5 years of experience in Government Service Excellence, Organizational Excellence, Quality Management, Customer Experience, or Service Improvement.Hands-on experience implementing or supporting the Global Star Rating System for Services within a UAE government entity.Proven experience in developing and implementing service improvement plans, conducting gap assessments, and ensuring compliance with government service excellence frameworks.Experience in developing policies, procedures, SOPs, governance documentation, and process optimization initiatives.Strong experience in analyzing KPIs, customer satisfaction results, complaints, operational performance, and service delivery metrics.Experience preparing assessment documentation, executive reports, dashboards, and evidence for internal and external evaluations.Key CompetenciesGlobal Star Rating System for ServicesGovernment Service Excellence FrameworksService Governance & CompliancePolicies, Procedures & SOP DevelopmentProcess Improvement & Business Process OptimizationGap Assessment & Corrective Action PlanningService Assessment & Audit ReadinessCustomer Experience (CX) & Journey MappingPerformance Management & KPI AnalysisService Design & Continuous ImprovementStakeholder Management & Cross-functional CollaborationData Analysis & Executive ReportingChange Management & Service TransformationMicrosoft Excel, Power BI, Visio, and Microsoft Office SuiteExcellent analytical, communication, and report-writing skills.