Specialist - Vehicles Licensing

Job Purpose

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 And 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