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​​​​​​​​​​​​​​​​Corporate Development

Corporate Transformation

  • Develop, maintain and optimize GCAA business processes, policies, guidelines, governance model framework and Service Level Agreements (SLAs) in collaboration with all GCAA Business units. As well, review Job descriptions, establish committees, surveys to ensure alignment with the Business Unit roles and responsibilities and avoid overlaps.
  • Develop and maintain GCAA organization structure, ‘statement of functions and Delegation of Authority (DoA)’ matrix, in collaboration with all GCAA Business units.
  • Operate continual improvement activities in accordance with best practices on all GCAA corporate documents, and support continual corporate development through enhancement of current systems and procedures.
  • Ensure a proper change management plan is developed and ensure actions are in place for any corporate initiatives.
  • Conduct a Governance Maturity Level assessment and prepare a gap analysis plan and raise a report to top management to ensure the implementation of organization-wide Document Control/Governance tools.

Corporate Studies and Knowledge

  • Develop the strategy and framework, build awareness across the organization, and oversee knowledge management initiatives and projects.
  • Create, implement, and regularly review the archiving policy, tools, and systems in coordination with the concerned business units and as per government requirements.
  • Manage the exchange of data and information in coordination with relevant business units and authorities, ensuring proper implementation.
  • Create and manage statistical databases aligned with international standards, and analyze data related to GCAA activities to maintain data quality.
  • Conduct effective research and development and benchmarking against leading practices to support the enhancement of business units within the corporate level.
  • Support business units in inbound and outbound benchmarking activities and ensure their compliance with the business unit’s mandate.

Customer Experience

  • Develop a customer care and happiness strategy for GCAA including GCAA’s customer value proposition; Customer Experience vision, mission, and strategic objectives; and Customer Experience key metrics and KPI’s as per the government requirements and best practices.
  • Ensure effective communication and conduct customer need analysis based on market studies as well as through collaborative discussions with GCAA Sectors/Departments.
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