Specialist - Vehicles Licensing

About This Role

Job Purpose

Execute vehicle licensing, customer experience, and project support activities by managing registrations, complaints, market research, SLAs, and benefits realization to achieve departmental priorities. Translate customer insights, marketing plans, and project outcomes into improved services that meet legislative and customer needs.

Roles and Responsibilities

Strategy

• Contribute to studies, research, and benchmarking on vehicle licensing services and activities to support development and maintain the Authority’s distinguished and leading position.

• Develop forward plans and roadmaps for projects service development and initiatives in line with departmental priorities and approved objectives.

• Establish and develop new products and services that meet identified customer needs and comply with legislative and regulatory requirements.

Operations

• Perform research on market and customer segmentation to identify customer needs for vehicle licensing services and products.

• Provide high-quality project management services for assigned initiatives in line with approved project management methodology, scope, timelines, and deliverables.

• Provide change management and benefits realization reporting for assigned projects and initiatives in line with approved templates and requirements.

• Prepare benefits realization reports after implementation of projects and initiatives, highlighting achieved outcomes against planned benefits.

• Follow up corrective actions arising from Happiness Score and Mystery Shopper results with concerned sections until closure is documented.

• Develop and implement marketing plans for Vehicle Licensing Department services in coordination with relevant sections and stakeholders.

• Execute vehicle registration, inspection, and license issuance activities in line with approved laws, legislations, policies, standards, and specifications.

• Handle and verify complaints related to vehicle licensing services by reviewing details, confirming information, and applying approved policies and procedures.

• Handle and verify complaints related to examiners transparently and impartially, without discrimination between customer categories, and document actions taken.

Product / Process Improvement

• Monitor performance against agreed service level agreements and propose service-related adjustments to maintain required service levels.

• Use insights from customer research, Happiness Score, Mystery Shopper, and complaint handling to support continuous improvement of vehicle licensing services and related marketing plans.

Physical Working Conditions

• Primarily office-based role with standard working hours, with regular customer and stakeholder interactions and occasional visits to service centers, events, or meetings related to projects and marketing activities.

Job Qualifications & Requirements

• Bachelor’s degree/ Master’s Degree in Business Administration, Commerce, Marketing or Public Administration
• 3+ years in case of Master's degree (5+ years in case of Bachelor's degree, 11+ years in case of Diploma)
• Preferred: Certifications such as Project Management Professional (PMP) or CAPM, a recognized customer experience or service excellence