Manager - Residential Handovers - Dubai Holding Real Estate

Dubai Holding; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

Dubai Holding is seeking a Handover Manager to oversee handover services in Dubai and enhance customer experience. The ideal candidate will take charge of the entire handover process to ensure compliance and efficiency while managing a team and improving service quality. Applicants should possess a strong background in real estate and customer service, along with leadership capabilities. A competitive benefits package is offered to foster growth and well-being.

Benefits

Competitive compensation

Career development opportunities

Collaborative work environment

Qualifications

• Minimum 4-6 years experience in handover service or customer service.
• Proven experience in commercial real estate handover operations.
• Strong knowledge of commercial property development processes.

Responsibilities

• Develop and manage the entire handover service process for seamless execution.
• Handle escalated customer inquiries and ensure resolution of complaints.
• Lead and motivate a team of handover coordinators for efficient operations.

Skills

Customer relationship management

Leadership

Analytical skills

Interpersonal skills

Communication skills

Education

Bachelor’s degree in business management / Real-estate/ Property Major

Master’s degree

Certified Customer Experience Professional (CCXP)

Customer Relationship Management (CRM) Certification

Certified Customer Service Professional (CCSP)

Tools

MS Office Suite

Customer Relationship Management (CRM) systems

Job description

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 centers, 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.

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 CX (Customer Experience) scores with improvements.

Key Responsibilities:

• 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.

• Pre-handover preparation is completed - Ensure the pre-handover preparations gifts, Handover notices, EDMs, etc. are liaised and completed prior to the handover start date.

• Liaise with Quality Assurance & Marketing Team prior to handover to ensure customer's journey is seamless through the readiness of the properties & community.

• Liaise with the CRM team to drive the handover appointments.

• Ensure units are handed over to customers within the defined service level agreements.

• Required payments for handover are completed prior to providing key handover.

• Ensure and attend to all customer enquiries and complaints and respond promptly in a professional and courteous manner and ensure complaint resolution in-order to ensure high customer service standards and customer satisfaction.

• Lead and motivate a team of handover coordinators and specialists to ensure efficient and cohesive operations.

• Customer key appointments are reconfirmed prior to the visit including checking arrangement of outstanding payments and late payment fees waiver discussion has taken place if required.

• Provide training, coaching, and performance feedback to handover executives and support staff.

• Initiate regular meetings to discuss operational issues, customer feedback, and performance metrics. Assist in implementing strategies to enhance the overall customer experience, aiming to exceed customer expectations, increase satisfaction, and promote positive word-of-mouth referrals.

• Handle escalated customer inquiries, complaints, and issues with the aim of providing prompt and satisfactory resolutions, ensuring customer retention and loyalty.

• Stay updated on industry trends and regulations to ensure compliance and competitiveness.

• 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.

Candidate Qualifications, Experiences & Skills:

• Bachelor’s degree in business management /Real-estate/ Property Major (Valuations). Master’s degree preferred.

• Certified Customer Experience Professional (CCXP) / Customer Relationship Management (CRM) Certification/ Certified Customer Service Professional (CCSP) - preferred

• Strong knowledge of commercial property development processes and regulations.

• Min 4-6 years of experience in handover service, customer service, customer relationship management, sales, or marketing.

• Proven experience in commercial real estate handover operations.

• Proficiency in Ms. Office suite and software applications, including customer relationship management (CRM) systems,

• Strong leadership skills and ability to handle high-pressure situations and resolve conflicts effectively.

• Work under stringent deadlines and high-pressure environment and motivate others.

• Strong analytical skills, interpersonal and influencing skills.

• Excellent communication skills in English and / or Arabic.

• Proven ability to develop and implement successful customer management strategies.

• Ability to work effectively with other senior leaders to achieve business objectives.

• Excellent customer service skills, with a deep understanding of customer needs and expectations.

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.