Handover Manager - Real Estate Developer
United Arab Emirates | Permanent
Our Multi National Developer client has a new requirement for a well experienced Handover Manager to join, lead and develop their property handover management team in Dubai, UAE. Successful candidates will have extensive Property Handover Management experience within Real Estate Development markets.
This role is available for immediate joining and is a direct hire, permanent opportunity, employed directly by our client.
Responsibilities:
- Manages the Handover teams managing all customer queries and complaints received through walk in, letters and emails and resolves their issues within specified timelines
- Conducts necessary research and follows up with other departments on behalf of the customer before coming up with recommendations.
- Provides clarification to Customers about Property Handover Life Cycle Policies & Procedures.
- Provides customers with high level of service as per agreed department SLAs to achieve defined customer satisfaction level via professional and timely problem resolution, product knowledge and status update, willingness to help, timely call back and quick turnaround time in accordance with defined SLAs.
- Plan and manage the Customer Home Orientations schedule
- Hands over keys, manuals and other relevant documents to customers after verification of the necessary documents.
- Explains the transaction processes to customer and assists with their queries.
- Guide and assist the Customers on transactions like transfer, mortgage, visa, land registration & Pre-registration transactions
- Follows up on pending customer issues with internal departments, banks/ financial institutions and keeps the customer posted on their transaction status.
- Ensures documents submitted by customers meet the set requirements for the respective property transaction
- Ensures that all correspondences with Customers are updated in the system
- Ensures smooth coordination with other department regarding the customer queries.
- Maintains accurate customer history in the system and regularly update the relevant milestones in accordance with given SLAs.
- Prepares drafts for all communications that need to be sent to customers
- Monitors and regularly updates the customers on the status of their snags.
- Provides immediate line manager feedback received from the customers.
- Attends site visits for the upcoming projects for familiarization in order to be able to respond efficiently to customer queries.
- Attends weekly department meetings and proactively raise concerns for group discussions and information sharing.
- Attends identified trainings to develop relevant knowledge and skills.
- Completes assigned tasks within given deadlines Definition of Success
- No. of Units conducted for Home Orientation within management approved SLA
- No. of Units Key Handed Over within management approved SLA
- CSAT/NPS after Home Orientation and after Handover
- In-depth technical backgrounds on processes of property handover with customer
- Highly knowledgeable on customer snagging/desnagging, and property handover processes
- Excellent organizational and interpersonal skills.
- Excellent communication skills both written and verbal.
- Self-starter with initiative to handle all levels of contact
- Able to interact tactfully and effectively with customers.
- Ability to utilize available resources effectively.
Handover Manager Requirements:
- A Bachelor's degree from a reputed university
- Minimum 6-10+ years of experience in Property Handover Management.
- Strong working knowledge of the Real Estate market is essential
- Excellent interpersonal skills; good negotiating skills; analytical skills;
- Innovative and forward-thinking skills;
- A global thinker, but able to act locally.
- Excellent presentation and communication skills
Interested candidates are invited to share their up to date CV directly to jobs@j10consulting.ae for further review and shortlisting
Date Posted: 21 Nov 2022
Status: Filled