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.