Government Services Excellence Specialist (Global Star Rating) - 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.

Qualifications

  • Bachelor'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.

Experience

  • Minimum 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 Competencies

  • Global Star Rating System for Services

  • Government Service Excellence Frameworks

  • Service Governance &
    • Compliance

  • Policies, Procedures &
    • SOP Development

  • Process Improvement &
    • Business Process Optimization

  • Gap Assessment &
    • Corrective Action Planning

  • Service Assessment &
    • Audit Readiness

  • Customer Experience (CX) &
    • Journey Mapping

  • Performance Management &
    • KPI Analysis

  • Service Design &
    • Continuous Improvement

  • Stakeholder Management &
    • Cross-functional Collaboration

  • Data Analysis &
    • Executive Reporting

  • Change Management &
    • Service Transformation

  • Microsoft Excel, Power BI, Visio, and Microsoft Office Suite

  • Excellent analytical, communication, and report-writing skills.

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