Vice President – Customer Operations

Aldar Properties PJSC; Abu Dhabi; On-site; AED 200,000 - 250,000; Full time

Job summary

A leading real estate firm in Abu Dhabi is seeking a Customer Operations Manager to drive customer-centric processes and enhance post-sale operations. The role involves overseeing daily operations and integrating with government authorities to improve customer experiences. Ideal candidates should have over 10 years of experience in customer service or real estate management, with strong leadership and strategic thinking skills.

Qualifications

• Min of 10+ years of related experience in Customer service, Contact Center, Banking, Project Management and or Real Estate.
• Min of 5+ years' experience in leadership or people management roles.
• Strong knowledge of real estate products and services.

Responsibilities

• Lead the Customer operations to drive a customer-centric post-sale operations.
• Oversee all daily operations along with the post-sale registrations.
• Drive integration with government authorities for improved customer experiences.

Skills

Customer service

Leadership

Communication

Project management

Education

Bachelor's degree in business administration or related field

Master's degree

Job description

Job Purpose

Lead the Customer operations to drive, develop, and deliver a customer-centric post sale operations that ties in all customer requests raised across touchpoints to be centralized and serviced via a one-stop-shop function.

Responsible for the enhancement of customer operations processes for better visibility, transparency and accountability in managing customer requests and SLA for improved customer experiences.

Roles and Responsibilities

• Actively involved in setting up the operations to support with DXB & RAK launch of ALDAR services similar to the AUH Operational Excellence set-up.
• Assess and centralize all workflows across customer touch points under single shared service function.
• Partner with Sales support teams to understand ongoing business and upcoming projects to help forecast proactively incoming volumes and better plan operations.
• Oversee all daily operations along with the post-sale registrations of units which include SPA validation and timely delivery.
• Work with Abu-Dhabi Teams to unify the processes across DXB & RAK teams.
• Providing support & enabling the Operations team to ensure seamless execution of daily operations, digitize our processes and offering diverse perspectives to address ongoing challenges.
• Compiling and presenting regular reports to senior management, detailing key operational metrics, performance indicators, prevailing trends, and predictive future outcomes
• Driving and enhancing CSAT & Net Promoter Scores across operational transactions
• Management of projects and operational Governance within the operations team will be an ongoing expectation from the candidate.
• Plan strategies for Customer interfaces across digital, virtual & physical channels of service to deliver “first-time resolution”.
• Drive integration with government authorities to allow for quicker, seamless and elevated customer experiences from post-sale initial registration to final title deed to in living experiences.

Requirements

• Min of 10+ years of related experience in Customer service, Contact Center, Banking, Project Management and or Real Estate.
• Min of 5+ years' experience in leadership or people management roles
• Field of Experience: Customer management, banking, Real estate management.
• Strong knowledge of real estate products and services
• Strong knowledge of customer service standards and customer quality delivery standards
• Proven strategic thinker with track record of innovation
• Demonstrated excellent value-based leadership skills
• Strong communication and interpersonal skills
• Understanding of BPO’s (advantageous)
• Bachelor's degree in business administration or related field
• Master's degree preferred.