Operational Excellence Manager - Real Estate

Big Fish Recruitment; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A recruitment agency is seeking a candidate to improve customer-related operations after property sales. The ideal individual will lead the automation of processes to enhance efficiency and customer experience. Responsibilities include managing post-sales activities, overseeing Salesforce CRM, and compliance with UAE regulations. Candidates should have 5-8 years of real estate experience, strong leadership skills, and expertise in process automation. This role is crucial for driving innovation and enhancing service quality in a digital environment.

Qualifications

• Bachelor’s degree in Business, Real Estate, or a related field is required.
• 5-8 years of experience in real estate post-sales operations needed.
• More than 3 years in a leadership role is preferred.
• Hands-on expertise with Salesforce CRM is essential.
• Experience in digital transformation or process automation projects is necessary.

Responsibilities

• Manage all post-sales activities like issuing SPAs and handling payments.
• Lead digital transformation by automating manual tasks.
• Oversee and enhance Salesforce CRM for optimized workflows.
• Work cross-functionally to create digital processes.
• Review and redesign processes to reduce delays.
• Ensure operations comply with UAE real estate regulations.
• Set and monitor KPIs related to customer service.
• Guide and mentor the post-sales team.
• Act as a change leader promoting digital culture.

Skills

Leadership skills

Communication skills

Problem-solving skills

Knowledge of customer complaints

Salesforce CRM expertise

Digital transformation experience

Education

Bachelor’s degree in Business or Real Estate

Master’s degree

Tools

Salesforce CRM

Automation tools

Job description

We are looking for someone who can improve and modernize all customer-related operations after property sales. This role focuses on making processes faster, more digital, and more efficient, while ensuring customers have a smooth experience. The ideal candidate should understand real estate operations well, know how to use Salesforce CRM, and be able to turn manual tasks into automated, digital solutions.

Main Responsibilities

• Manage all post-sales activities such as issuing SPAs, handling payments, managing defaults, resolving customer complaints, and ensuring compliance.
• Lead digital transformation by automating manual tasks to improve accuracy, speed, and customer experience.
• Oversee and enhance Salesforce CRM to ensure workflows, dashboards, and reports are fully optimized.
• Work with IT, sales, finance, and legal teams to create simpler, digital processes.
• Review and redesign existing processes to reduce delays and improve service quality.
• Ensure all operations follow UAE real estate regulations (ADM, DARI, etc.).
• Set and monitor KPIs related to collections, customer service, defaults, and automation.
• Guide and mentor the post-sales team, driving innovation and continuous improvement.
• Act as a change leader, promoting a culture of digitization and customer-first service.

Qualifications

• Bachelor’s degree in Business, Real Estate, or a related field (Master’s is a plus).
• 5–8 years of experience in real estate post-sales operations, including 3+ years in a leadership role.
• Strong knowledge of SPAs, collections, defaults, and customer complaint handling.
• Hands‑on expertise with Salesforce CRM and automation tools.
• Experience in digital transformation or process automation projects.
• Strong leadership, communication, and problem‑solving skills.