Senior Manager - Investor Value Added Services-National Talent

The job holder will be responsible for the development and continuous improvement of investor relations activities; including fostering strong relationships with investors, enhancing communication and engagement and implementing strategies to deliver key service outcomes.

Key Accountabilities – Senior Executive - Investor Relations:

1. Oversee day-to-day operations of the Investor Relation department including working with a team of Investor Relations representatives to ensure that all customer/developer inquiries related to Value Added Services are handled in a timely and professional manner.
2. Manage all aspects of the Company’s Investor Relations policies, objectives, and initiatives in line with the contractual obligations set out to include any value-added services, heights, mergers, and demergers; not limited to; any additional requests that may change from time to time.
3. Govern investor relations and address contractual commitments/obligations by engaging in meaningful discussions, providing clarifications, and ensuring compliance with contractual terms to maintain a strong and transparent investor relationship.
4. Review addendum agreements and liaise with key stakeholders to seek EMC (Executive Management Committee) approval on presentations and background summaries regarding investor portfolios whilst supporting the BD (Business development) and technical teams to execute these requests.
5. Negotiate with customer/developer and provide commercial proposals for value-added service requests with higher value prices from a feasibility and market landscape, project high level feasibility numbers and derive GDV (Gross Development value) and margins to ascertain fees if required.
6. Manage all customer service-related matters after sales and sales operation including the development stage, construction and off plan sales, ensuring investor excellence during the developer lifecycle with the master developer.
7. Execute to quality, process, and contact improvement strategies cross-functionally with other peers using multiple data sources (e.g., Voice of Customer, Voice of Associate, and Business Intelligence).
8. Be the focal point of contact for investor relations by providing necessary support in clarifying queries and in resolving developer/customer issues in line with corporate governance frameworks, policies and procedures underpinned by DOA’s (Delegation of Authority).
9. Actively pursue, establish, and foster excellent client relationships with the goal of providing best-in-class solutions to customer inquiries and complaints by proactively engaging with customers through various channels, including chat, complaint monitoring, engagement in customer conversations, and soliciting feedback. With agility as a core principle, to ensure prompt and effective responses to customer needs.
10. Provide high quality and consistent customer service to address the investor’s needs and requirements; respond quickly and accurately to queries and issues by providing professional attention and support.
11. Ensure complaints are followed up with the appropriate departments/individuals, and provide timely, professional, and accurate feedback/resolution to investor/customer inquiries/complaints.
12. Conduct service quality audits by developing suitable checklists and questionnaires, visiting individuals, and administering checklists and questionnaires, analyzing data, and preparing audit reports with recommendations on ways of improvement for the Customer Service Center to ensure that the key gaps in Investor Relations are identified and a suitable action plan is developed.
13. Ensure team are continually updated with Company and its verticals products and services to provide accurate and timely information to customers.
14. Prepare and present monthly investor Relations reports summarizing the total volume of remittance business generated, number and type of problems reported by investors/customers and settled each month with data and insights about the operations.
15. Monitor and analyze investor/customer data and trends, using this information to identify areas for improvement and to inform decision-making.
16. Work closely with other senior leaders to ensure that investor relations activities are aligned with the company's overall goals and objectives.

Desired Candidate Profile:

1. Bachelor’s degree in business management / Real-estate or 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. Minimum 4-6 years of experience in customer service, customer relationship management, sales, or marketing, with at least 5 years in a leadership/management role.
4. Proficiency in Ms. Office suite and software applications, including customer relationship management (CRM) systems, social media and email marketing platforms.
5. Strong Leadership skills.
6. Networking and relationship management.
7. Work under stringent deadlines and high-pressure environment and motivate others.
8. Strong analytical skills, interpersonal and influencing skills with versed communication skills in English and/or Arabic.
9. Proven ability to develop and implement successful customer management strategies.
10. Ability to work effectively with other senior leaders to achieve business objectives.
11. Excellent customer service skills, with a deep understanding of customer needs and expectations.