Senior Supervisor - Driving Licenses & Permits Issuance

Job Purpose

Enhance service quality across centers, smart channels, and online platforms. Maintain operational accuracy, regulatory compliance, and continuous improvement in licensing and permitting processes

Roles and Responsibilities

Accountabilities:

• Lead the development, review and continuous enhancement of procedures for issuing and improving driving permits to align with applicable laws and international best practices.
• Monitor and analyze service performance reports from licensing centres and external service providers, and recommend corrective actions to enhance licensing services and ensure compliance.
• Plan, organize and monitor implementation of programs and plans that improve service quality across external centers.
• Analyze online service information and recommend improvements to licensing and permitrelated digital channels.
• Prepare and present periodic reports on licensing services, procedures, and forms; identify gaps and recommend targeted enhancements for service quality.

• Oversee issuance of driving licenses upon completion of prescribed examinations, including transferred files within the UAE.
• Manage replacement and renewal of all license types and enforce suspension, withdrawal, cancellation, or denial in accordance with laws and judicial decisions.
• Update and maintain comprehensive driver data, including demographics, license types, and status changes from submitted transactions.
• Review periodic license-status reports and coordinate actions with concerned authorities for violations or exceeded licenses.
• Facilitate coordination with the UAE Automobile and Motorcycle Organization to facilitate international license issuance.
• Coordinate with government and private entities to manage issuing work-related and special nature driving permits.
• Manage availability and distribution of federal driving licenses and supplies across centers and institutes.
• Train customer-service staff, service providers, and all entities using the traffic system.
• Issue, renew, suspend, cancel, or withdraw all categories of professional, special-nature, workplace, instructor, examiner, trainee, and inspection-site driving permits according to approved laws.
• Receive and respond to customer inquiries regarding procedures, conditions, and documentation.
• Solve customer problems and make timely decisions to close service issues.
• Follow up on smart and electronic channel services for driving licenses and permits to ensure accuracy and continuity.
• Lead and assess complaints, perform corrective actions, keep customers informed, verify outcomes, and ensure formal closure.

• Analyze website and online service performance and recommend improvements and opportunities for enhancing licensing and permit digital processes.
• Conduct quarterly reviews of system access for RTA employees and service providers and submit consolidated reports with required updates.

• Primarily office-based supervisory role with periodic field presence to ensure service quality and compliance across centers

• Bachelor’s degree in Public Administration, Business Administration, Transportation Management, Traffic Safety
• 5+ years in case of Bachelor's degree (9+ years in case of diploma)
• Preferred: Knowledge of UAE licensing laws, proficiency in traffic systems and smart channels