Manager - Residential Handovers - Dubai Holding Real Estate

About Dubai Holding Real Estate:

Dubai Holding’s real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai’s residents and visitors alike. As a master developer, we invest in sustainable infrastructure, accessibility, community amenities and family-focused facilities including community centres, mosques, schools, supermarkets and landscaping.

Our integrated real estate offering also includes a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.

About the Job:

An opportunity has arisen for a Manager – Residential Handovers to join Dubai Holding Real Estate. The main duties and responsibilities of this role:

• Develop a comprehensive handover framework and manage the entire handover service process, ensuring seamless execution, adherence to compliance standards, and optimal efficiency.
• Demonstrate the agility to continuously evaluate and rigorously assess current handover processes, actively identifying existing bottlenecks, inefficiencies, and opportunities for improvement.
• Ensure pre-handover preparations are completed, including gifts, handover notices, EDMs, etc., prior to the handover start date.
• Liaise with the Quality Assurance & Marketing Team prior to handover to ensure the customer's journey is seamless through the readiness of the properties & community.
• Ensure units are handed over to customers within the defined service level agreements.
• Complete required payments for handover prior to providing key handover.
• Lead and motivate a team of handover coordinators and specialists to ensure efficient and cohesive operations.
• Reconfirm customer key appointments prior to the visit, including checking arrangements of outstanding payments and late payment fees waiver discussions if required.
• Provide training, coaching, and performance feedback to handover executives and support staff.
• Handle escalated customer inquiries, complaints, and issues with the aim of providing prompt and satisfactory resolutions, ensuring customer retention and loyalty.
• Perform additional responsibilities associated with this position as assigned, demonstrating versatility and commitment to project success to contribute to overall project success and achieve organizational goals.

About you:

The ideal candidate for this position will have the following experience and qualifications:

• Bachelor’s degree in business management, real estate, or property major (valuations); Master’s degree preferred.
• Certified Customer Experience Professional (CCXP), Customer Relationship Management (CRM) Certification, or Certified Customer Service Professional (CCSP) preferred.
• Minimum 4-6 years of experience in handover service, customer service, customer relationship management, sales, or marketing.
• Proven experience in commercial real estate handover operations.
• Strong knowledge of commercial property development processes and regulations.
• Proven ability to develop and implement successful customer management strategies.

About the Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.