Director, Quality & Control Department

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This role is responsible for leading quality assurance frameworks, monitoring service delivery standards, and driving operational excellence across GPSSA. It ensures compliance with Federal Pensions Law, governance frameworks, and regulatory requirements while optimizing processes, managing inspections, and enhancing customer satisfaction. The role focuses on streamlining workflows, developing innovative products and services, and providing data-driven insights to support strategic decision-making and continuous improvement. Additionally, it ensures effective collaboration across departments to align operational initiatives with organizational goals.

Main Duties and Responsibilities:

Managerial Responsibilities

• Defines performance goals at the start of the year in discussion with the Executive Director of Pension Sector and ensures that the goals are achieved during the course of the year.
• Provides inputs for the development of strategy of the Quality & Control Department in line with the Business Unit strategy and cascade the same to the Division's annual operating plan.
• Drives the Department results through effective planning, resource allocation, work allocation, monitoring and decision-making in order to achieve the Department-level KPIs.

Core Responsibilities

Strategic Leadership and Product Development

• Defines and drives the overarching strategy for the Pension Sector, ensuring alignment with long-term organizational objectives.
• Provides strategic oversight for the design and delivery of innovative products and services, leveraging customer insights and operational data.
• Champions sector-wide enhancements to products and services, ensuring strategic alignment, quality, and market competitiveness.
• Sets priorities for enhancement initiatives, ensuring they align with organizational objectives, resource availability, and regulatory frameworks.

Quality Standards, Monitoring, and Assurance

• Establishes and governs quality frameworks, KPIs, SLAs, and performance metrics to ensure compliance with organizational and regulatory benchmarks.
• Drives the development of evaluation mechanisms to monitor and maintain service quality and operational excellence across the sector.
• Ensures alignment with pension laws and operational policies by overseeing quality control processes and compliance measures across departments.
• Presents high-level quality assurance reports to senior leadership, providing strategic insights on achievements, risks, and mitigation plans.

Process Improvement and Risk Management

• Guides the strategic analysis of operational processes to identify systemic gaps, inefficiencies, and risks, and directs the implementation of corrective measures.
• Oversees the identification and resolution of quality risks, ensuring alignment with governance frameworks and strategic priorities.
• Leads collaboration with legal, audit, and regulatory bodies to address compliance risks and ensure adherence to governance standards.

Inspection Oversight and Compliance

• Directs inspection strategies and ensures adherence to pension laws and service delivery standards across local, government, and private sector entities.
• Oversees the resolution of complex inspection findings and ensures actionable insights are implemented to enhance compliance and efficiency.
• Provides executive oversight for audit resolutions, ensuring alignment with Federal Pensions Law and governance requirements.

Customer Complaint Management and Satisfaction

• Establishes and oversees strategic frameworks for resolving customer complaints, ensuring alignment with organizational service excellence standards.
• Drives initiatives to enhance customer satisfaction by integrating feedback into strategic service improvement plans.
• Collaborates at an executive level with the Customer Experience (CX) team to ensure customer-driven service delivery enhancements.

Project Management and Cross-Functional Collaboration

• Provides strategic leadership for the execution of high-impact projects, ensuring alignment with organizational goals, timelines, and budgets.
• Fosters cross-departmental collaboration to drive seamless implementation of initiatives, e-services, and strategic programs.
• Develops and drives adoption strategies for e-services, leveraging digital transformation initiatives and capacity-building programs.
• Develops strategies to enhance the adoption of e-services through promotions, training, and digital workshops.

Operational Excellence and Reporting

• Leads initiatives to optimize workflows, resolve inefficiencies, and enhance operational performance.
• Implements service excellence frameworks to drive continuous improvement and measure success through KPIs and performance metrics.
• Monitors and measures the impact of implemented enhancements, leveraging data to drive continuous improvement.
• Provides strategic oversight for internal and external reporting, ensuring transparency and alignment with organizational objectives.

Data Quality and Documentation

• Directs the governance of data quality, ensuring accuracy, standardization, and transparency in all Pension Sector operations.
• Oversees the development of strategic dashboards and reporting mechanisms to enable data-driven decision-making.
• Ensures documentation of quality assurance processes, service enhancements, and workflows to maintain alignment with organizational strategy.

People Management Responsibilities

• Defines goals and key performance indicators for each member of the team and ensure effective implementation of the performance management process.
• Manages the team members by evaluating their performance, providing feedback on an on-going basis, identifying development needs and coaching them to ensure capability development.

Education and Experience:

• Bachelor's degree in Business Administration/ Quality Management or any related field.
• Minimum of 12+ years of experience in quality management and operational excellence.
• This role is for UAE Nationals only.

• Seniority level Director

• Employment type Full-time

• Job function Quality Assurance, Strategy/Planning, and Business Development
• Industries Pension Funds and Consumer Services

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