Dubai Civil Aviation Authority
Head of Customer Happiness & Consumer Protection Section
Job description
Nationality: UAE Only
Job field: Sales and Customer Service
%3Cp class=%22MsoBodyText3%22 style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan lang=%22EN-GB%22%3E%3Cstrong%3ERole Purpose%5C:%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoBodyText3%22 style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22font-weight%5C:normal;mso-bidi-font-weight%5C:bold;%22 lang=%22EN-GB%22%3ETo manage the day-to-day operations of the Customer Happiness %26amp; Consumer Protection Section by overseeing two complementary mandates%5C: ensuring the effective implementation of consumer protection regulations within Dubai%27s civil aviation sector — including the end-to-end handling of customers complaints, inquiries, and awareness of Customers rights — and delivering customer happiness services to all DCAA customers, whether individuals, companies, or government and private sector entities, across all available service channels. The role ensures that airlines and aviation service providers comply with applicable consumer protection requirements, monitors service quality and customer satisfaction levels, and drives continuous improvement in service delivery in alignment with DCAA%27s regulatory mandate and strategic objectives.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoBodyText3%22 style=%22text-align%5C:justify;%22%3E%26nbsp;%3C/p%3E%3Cp class=%22MsoBodyText3%22 style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan lang=%22EN-GB%22%3E%3Cstrong%3EKey Responsibilities/Duties%5C:%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Tablehead%22 style=%22margin%5C:3.0pt 0cm 3.0pt 18.0pt;mso-list%5C:l0 level1 lfo1;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22color%5C:windowtext;font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;text-transform%5C:none;%22 lang=%22EN-GB%22%3E%3Cstrong%3EA.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;text-transform%5C:none;%22 lang=%22EN-GB%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22text-transform%5C:none;%22 lang=%22EN-GB%22%3E%3Cstrong%3EFunctional%5C:%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22margin-left%5C:18.0pt;mso-list%5C:l1 level1 lfo2;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E1.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3E%3Cstrong%3EConsumer Protection Implementation %26amp; Service Delivery%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan lang=%22EN-US%22%3EImplement the approved consumer protection policies, procedures, and regulatory frameworks governing customers rights within Dubai%27s civil aviation sector, ensuring full alignment with DCAA%27s mandate and applicable legislation. Ensure that all services delivered by the section whether through in-person, phone, digital, or other DCAA-approved channels comply with established service policies and customer experience standards. Lead consumer awareness initiatives to educate customers and the public on their rights and obligations within the civil aviation sector, leveraging available communication channels and platforms.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22margin-left%5C:18.0pt;mso-list%5C:l1 level1 lfo2;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E2.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3E%3Cstrong%3EComplaint %26amp; Inquiry Management%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3EOversee the end-to-end intake, processing, and resolution of %3C/span%3E%3Cspan lang=%22EN-US%22%3Ecustomers %3C/span%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3Ecomplaints, suggestions, and inquiries received through all available service channels, including in-person visits, call centre, and digital platforms. Ensure cases are handled within the prescribed timeframes, properly investigated, and resolved in accordance with applicable regulatory standards. Where immediate resolution is not possible, ensure timely escalation to the responsible organisational unit and follow up until closure.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22margin-left%5C:18.0pt;mso-list%5C:l1 level1 lfo2;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E3.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3E%3Cstrong%3EEscalated %26amp; Complex Case Handling%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan lang=%22EN-US%22%3EReview and manage complex or high-impact consumer cases that require deeper regulatory interpretation, multi-stakeholder coordination, or senior-level involvement. Ensure these cases are handled with appropriate diligence, documented accurately, and resolved within the governance framework and escalate to the Department Director when cases carry significant regulatory or institutional implications.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22margin-left%5C:18.0pt;mso-list%5C:l1 level1 lfo2;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E4.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3E%3Cstrong%3EAirline %26amp; Service Provider Compliance Monitoring%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3EMonitor the compliance of airlines and relevant aviation service providers with applicable consumer protection regulations and %3C/span%3E%3Cspan lang=%22EN-US%22%3Ecustomers %3C/span%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3Erights obligations. Track compliance indicators, document observed gaps or recurring issues and prepare escalation reports for the Department Director to support timely corrective action through the appropriate regulatory channel.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22margin-left%5C:18.0pt;mso-list%5C:l1 level1 lfo2;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E5.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3E%3Cstrong%3ECustomer Guidance %26amp; Service Channel Management%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan lang=%22EN-US%22%3EEnsure that customers — individuals, companies, and institutions from both the public and private sectors — receive accurate, timely information and are guided to the correct organizational unit for the service they require. Maintain the section%27s multi-channel service capability to ensure continuous, reliable access to consumer protection and customer happiness services.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22margin-left%5C:18.0pt;mso-list%5C:l1 level1 lfo2;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E6.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3E%3Cstrong%3EPerformance Monitoring %26amp; Reporting%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan lang=%22EN-US%22%3EDefine and track customer happiness KPIs, complaint resolution metrics, and service quality indicators for the section. Prepare periodic performance reports, including service charter compliance data, to support informed decision-making, identify improvement opportunities, and recommend corrective or developmental actions. Coordinate with the Strategy %26amp; Institutional Excellence Directorate on systemic service issues as required.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22margin-left%5C:18.0pt;mso-list%5C:l1 level1 lfo2;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E7.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3E%3Cstrong%3EStakeholder Coordination for Consumer Matters%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3ECoordinate with airlines, airport operators%3C/span%3E%3Cs%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3E, ground service providers%3C/span%3E%3C/s%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3E, and relevant strategic partners on consumer protection matters and customer service and quality issues at the operational level, in support of resolving complaints and improving %3C/span%3E%3Cspan lang=%22EN-US%22%3Ecustomers %3C/span%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3Eexperience across the aviation ecosystem.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22margin-left%5C:18.0pt;mso-list%5C:l1 level1 lfo2;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E8.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3E%3Cstrong%3ESection Administration %26amp; Operational Planning%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan lang=%22EN-US%22%3EPrepare and implement the section%27s operational plan in accordance with DCAA%27s strategic planning guide, maintain the section%27s work manuals and procedures, and ensure the section%27s database inputs are kept accurate and up to date. Identify systemic service gaps and recommend improvement initiatives to the Department Director to enhance section performance and regulatory responsiveness.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22margin-left%5C:18.0pt;mso-list%5C:l1 level1 lfo2;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E9.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3E%3Cstrong%3ETeam Leadership %26amp; Capability Development%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan lang=%22EN-US%22%3ELead the section%27s team by setting clear performance expectations, building technical competency in consumer protection and complaint management, and fostering a culture of accountability, customer-centricity, and continuous improvement aligned with departmental objectives.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22margin-left%5C:18.0pt;mso-list%5C:l1 level1 lfo2;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E10.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:#4C09;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3E%3Cstrong%3EOther Duties%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:#4C09;%22%3EPerforms other tasks assigned by the Department Director that are consistent with the section%27s mandate and operational responsibilities.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Tablehead%22 style=%22margin%5C:3.0pt 0cm 3.0pt 18.0pt;mso-list%5C:l0 level1 lfo1;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22color%5C:windowtext;font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;text-transform%5C:none;%22 lang=%22EN-GB%22%3E%3Cstrong%3EB.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;text-transform%5C:none;%22 lang=%22EN-GB%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22text-transform%5C:none;%22 lang=%22EN-GB%22%3E%3Cstrong%3EManagerial%5C:%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Tablehead%22 style=%22margin%5C:3.0pt 0cm 3.0pt 18.0pt;mso-list%5C:l0 level1 lfo1;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%26nbsp;%3C/p%3E%3Cp class=%22MsoListParagraphCxSpFirst%22 style=%22line-height%5C:normal;margin%5C:0cm 0cm 0cm 18.0pt;mso-add-space%5C:auto;mso-list%5C:l0 level1 lfo1;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%3Cstrong%3EC.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3ESection Strategy and Planning%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22margin-left%5C:17.0pt;mso-add-space%5C:auto;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22line-height%5C:115%;mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3ELead development and execution of the Section’s operational plan, ensuring alignment with sector priorities, governance frameworks, and performance expectations.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22line-height%5C:normal;margin%5C:0cm 0cm 0cm 18.0pt;mso-add-space%5C:auto;mso-list%5C:l0 level1 lfo1;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%3Cstrong%3ED.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3EPeople Leadership and Capability Development%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22margin-left%5C:17.0pt;mso-add-space%5C:auto;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22line-height%5C:115%;mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3ELead, coach, and develop office staff, setting clear performance expectations, promoting accountability, and supporting capability development in coordination with HR and sector leadership.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22line-height%5C:normal;margin%5C:0cm 0cm 0cm 18.0pt;mso-add-space%5C:auto;mso-list%5C:l0 level1 lfo1;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%3Cstrong%3EE.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3EPerformance and Quality Discipline%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22margin-left%5C:17.0pt;mso-add-space%5C:auto;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22line-height%5C:115%;mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3EEnsure structured performance monitoring, reporting accuracy, and adherence to quality assurance and governance standards across all office activities.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22line-height%5C:normal;margin%5C:0cm 0cm 0cm 18.0pt;mso-add-space%5C:auto;mso-list%5C:l0 level1 lfo1;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%3Cstrong%3EF.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3EResource and Budget Coordination%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22margin-left%5C:17.0pt;mso-add-space%5C:auto;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22line-height%5C:115%;mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3ECoordinate preparation and follow-up of office-related resource and budget requirements in alignment with sector priorities and institutional financial governance processes.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22line-height%5C:normal;margin%5C:0cm 0cm 0cm 18.0pt;mso-add-space%5C:auto;mso-list%5C:l0 level1 lfo1;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%3Cstrong%3EG.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3EStakeholder and Cross-Unit Coordination%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22margin-left%5C:17.0pt;mso-add-space%5C:auto;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22line-height%5C:115%;mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3EMaintain structured working relationships with sector directors, department heads, and internal governance functions to ensure integration, alignment, and reliable execution of sector governance requirements.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpLast%22 style=%22line-height%5C:normal;margin%5C:0cm 0cm 0cm 18.0pt;mso-add-space%5C:auto;mso-list%5C:l0 level1 lfo1;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%3Cstrong%3EH.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3EGovernance Culture and Continuous Improvement%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22Default%22 style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3EPromote a culture of governance discipline, documentation integrity, process consistency, and continuous improvement across office operations and sector coordination activities.%3C/span%3E%3C/span%3E%3C/p%3EAcademic Qualifications:
· Bachelor’s Degree in Business Administration, Aviation Management, Public Administration, Law, Economics, Customer Experience Management, or a related field from a recognized university.
· Master’s Degree in Business Administration (MBA), Aviation Management, Public Policy, Law, or a related discipline is preferred.
Professional Experience:
· Minimum of 14+ years of progressive experience in customer experience management, consumer protection, aviation services, regulatory compliance, or related fields with a Bachelor’s degree; or 12+ years with a Master’s degree.
· Demonstrated experience in complaint management, consumer protection, or customer service governance frameworks
· Exposure to regulatory compliance, policy implementation, or service quality oversight within aviation, transportation, or a regulated environment
· Experience working with multi-stakeholder environments, including airlines, service providers, or government entities
· At least 4 years in a managerial or supervisory role, leading teams and overseeing service delivery or regulatory functions
Source: Dubai Careers (Government of Dubai). This listing links to the original job posting; always check the details on the employer’s website.