Senior Specialist - Parkin Services

·       Participate in the end-to-end customer journey design of new and enhanced services based on operational insights, market trends, and customer feedback.

·       Participate in dispute & complaints resolution, refund processing, and the escalation of third-party service provider SLA deviations where required.

·       Organizes and distributes work plans for inspectors, as well as coordinates and follows up on the implementation of all daily works to ensure the work is performed in accordance with the approved programs.

·       Define and maintain policies for all core parking services, ensuring eligibility rules, service structures, pricing logic, documentation standards, and SLAs.

·       Lead the end-to-end customer journey design of new and enhanced services based on operational insights, market trends, and customer feedback.

·       Periodically review service categories and eligibility criteria to align with evolving customer needs and strategic priorities.

·       Oversee service application evaluation, permit issuance, subscriptions, commercial activities, and reservations across residential, business, and developer segments, ensuring accuracy, compliance, and consistent service delivery.

·       Ensure consistency across all customer segments and that service activation is accurately reflected in permit systems, enforcement logic, and billing mechanisms.

·       Coordinate with external data-owning entities to integrate systems and automate processes, while collaborating with Legal to review MOUs and contracts from an operational perspective, and following up on their execution with all concerned internal departments and external stakeholders.

·       Develop and maintain operational frameworks covering service rules, pricing, workflows, billing, customer communications, and service standards.

·       Ensure end-to-end activation of core services, including backend configuration and operational implementation.

·       Oversee the operationalization of value-added services to ensure full system activation, operational readiness, and field implementation.

·       Monitor service operational performance, operational efficiency, and quality standards, while overseeing the resolution of customer inquiries, complaints, disputes, refunds, and recurring operational issues.

·       Oversee the resolution of third-party service provider SLA deviations and recommend corrective actions where required.

·       Ensure compliance with regulatory requirements, concession agreements, and system integration requirements.

·       Define service structures, SLA requirements, backend workflows, and customer communication standards for new services.

·       Oversee accurate system activation and define performance KPIs and reporting requirements for external service providers, while contributing to contract and SLA management.

·       Monitor the SLA and KPI performance of third-party operators, assess customer journey impacts across digital and physical touchpoints, identify service gaps, and recommend corrective actions to ensure service continuity and customer satisfaction.

·       Coordinate with service partners (e.g., EV charging, valet, and car cleaning providers) to ensure service delivery aligns with agreed service outcomes.

·       Maintain an integrated, real-time dataset of permits, reservations, and service transactions to support operational transparency and strategic decision-making.

·       Analyse usage trends, SLA performance, adoption rates, and customer satisfaction to drive continuous improvement.

·       Identify recurring customer issues across all service lines and implement policy or operational improvements to address root causes.

·       Leverage operational insights to propose service enhancements aligned with market demand and long-term strategic objectives.

Supervise the operational activities of Officers engaged in parking inspections and administrative functions, ensuring effective resource deployment, quality of work, adherence to procedures, and timely completion of assigned tasks.

• ·   Policy Development – Advanced
• ·   Permit Management – Advanced
• ·   Service Development & Optimization – Advanced
• ·   Inspection & Service Monitoring – Advanced
• ·   Customer Eligibility Assessment – Advanced
•       Inventory Management – Advanced