Assistant Operations Manager OnTime Group

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.