Manager - Residential Handovers - Dubai Holding Real Estate

Bachelor of Business Administration (Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

Job Purpose:

The job holder will be responsible for overseeing all aspects of the handover services for both pre-handover and during key handovers including the implementation and continuous enhancement of handover process and framework by optimizing customer experience, addressing challenges proactively, and contributing directly to CX (Customer Experience) scores with improvements.

Key Responsibilities:

1. Develop a comprehensive handover framework and manage the entire handover service process, ensuring seamless execution, adherence to compliance standards, and optimal efficiency.
2. Demonstrate the agility to continuously evaluate and rigorously assess current handover processes, actively identifying existing bottlenecks, inefficiencies, and opportunities for improvement.
3. Ensure the pre-handover preparations (gifts, handover notices, EDMs, etc.) are liaised and completed prior to the handover start date.
4. Liaise with Quality Assurance & Marketing Team prior to handover to ensure customer's journey is seamless through the readiness of the properties & community.
5. Liaise with the CRM team to drive the handover appointments.
6. Ensure units are handed over to customers within the defined service level agreements.
7. Ensure required payments for handover are completed prior to providing key handover.
8. Attend to all customer enquiries and complaints, responding promptly in a professional and courteous manner to ensure high customer service standards and customer satisfaction.
9. Lead and motivate a team of handover coordinators and specialists to ensure efficient and cohesive operations.
10. Reconfirm customer key appointments prior to the visit, including checking arrangements of outstanding payments and late payment fees waiver discussions if required.
11. Provide training, coaching, and performance feedback to handover executives and support staff.
12. Initiate regular meetings to discuss operational issues, customer feedback, and performance metrics, assisting in implementing strategies to enhance the overall customer experience.
13. Handle escalated customer inquiries, complaints, and issues, aiming to provide prompt and satisfactory resolutions, ensuring customer retention and loyalty.
14. Stay updated on industry trends and regulations to ensure compliance and competitiveness.
15. 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.

Desired Candidate Profile

1. Bachelor’s degree in business management / Real-estate / Property Major (Valuations). Master’s degree preferred.
2. Certified Customer Experience Professional (CCXP) / Customer Relationship Management (CRM) Certification / Certified Customer Service Professional (CCSP) - preferred.
3. Strong knowledge of commercial property development processes and regulations.
4. Min 4-6 years of experience in handover service, customer service, customer relationship management, sales, or marketing.
5. Proficiency in MS Office suite and software applications, including customer relationship management (CRM) systems.
6. Strong leadership skills and ability to handle high-pressure situations and resolve conflicts effectively.
7. Ability to work under stringent deadlines and in a high-pressure environment while motivating others.
8. Strong analytical skills, interpersonal and influencing skills.
9. Excellent communication skills in English and/or Arabic.
10. Proven ability to develop and implement successful customer management strategies.
11. Ability to work effectively with other senior leaders to achieve business objectives.
12. Excellent customer service skills, with a deep understanding of customer needs and expectations.