The General Pension and Social Security Authority (GPSSA) is seeking a Director for the Quality & Control Department. This senior role involves leading quality assurance frameworks, optimizing processes, and ensuring compliance with Federal Pensions Law. The Director will also drive operational excellence across GPSSA by monitoring service delivery standards, enhancing customer satisfaction, and developing innovative products and services. Additionally, this position ensures cross-departmental collaboration and alignment with the organization’s goals and strategic objectives.

Key Responsibilities:

Managerial Responsibilities:

• Define performance goals in collaboration with the Executive Director of Pension Sector.

• Develop and cascade the strategy for the Quality & Control Department and ensure alignment with organizational goals.

• Manage departmental KPIs through effective planning, resource allocation, and decision-making.

Strategic Leadership and Product Development:

• Lead the overarching strategy for the Pension Sector, ensuring alignment with long-term goals.

• Provide oversight for the design and delivery of innovative products and services.

Quality Standards, Monitoring, and Assurance:

• Establish quality frameworks, KPIs, SLAs, and performance metrics to ensure compliance.

• Develop evaluation mechanisms to monitor service quality and operational excellence.

• Provide high-level quality assurance reports to senior leadership.

Process Improvement and Risk Management:

• Analyze operational processes and implement corrective measures to address inefficiencies and risks.

• Collaborate with legal, audit, and regulatory bodies to address compliance risks.

Inspection Oversight and Compliance:

• Direct inspection strategies and ensure adherence to pension laws and service delivery standards.

• Provide oversight for audit resolutions and ensure compliance with Federal Pensions Law.

Customer Complaint Management and Satisfaction:

• Establish frameworks for resolving customer complaints.

• Collaborate with the Customer Experience (CX) team to enhance customer satisfaction.

Project Management and Cross-Functional Collaboration:

• Lead high-impact projects ensuring alignment with organizational goals, timelines, and budgets.

• Foster cross-departmental collaboration to implement strategic programs.

Operational Excellence and Reporting:

• Lead initiatives to optimize workflows and enhance operational performance.

• Implement service excellence frameworks and monitor the impact of improvements.

Data Quality and Documentation:

• Oversee data governance to ensure accuracy, standardization, and transparency.

• Develop strategic dashboards and reporting mechanisms.

People Management Responsibilities:

• Define performance goals for team members and ensure effective performance management.

• Coach and develop team members, providing ongoing feedback and identifying development needs.

Required Qualifications:

• Bachelor’s degree in Business Administration, Quality Management, or a related field.

• 12+ years of experience in quality management and operational excellence.

• UAE Nationals only.

Why Join GPSSA?

• Lead key initiatives in operational excellence and customer satisfaction.

• Play a crucial role in shaping the future of pension services in the UAE.

• Work with a team committed to high standards and strategic goals.