Estate Manager: Frontline Service & Operations Leader

Tech; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Housing and Development Board is seeking an Estate Manager in the Sales Department's Customer Service & Operations Team to supervise frontline officers and oversee counter operations. You will ensure a positive customer experience from flat booking to key collection, manage complex cases, and help streamline processes with internal stakeholders.

The role may rotate to serve as Customer Relations Manager, handling sales applications, appeals, and liaison with appellants, flat applicants,

Qualifications

• Good background in Estate Management, Business Administration, Operations Management or related disciplines.
• Experience in supervising and guiding staff, preferably in frontline operations or customer service.
• Strong interpersonal and people management skills, with the ability to motivate staff, manage performance and foster teamwork.
• Good judgement and problem-solving skills, particularly in handling complex customer situations and operational challenges.
• Excellent communication and negotiation skills.
• Strong personal integrity, with a sense of responsibility, fairness and accountability.
• A customer-service mindset, coupled with an interest in improving processes and leveraging technology to enhance service delivery.

Responsibilities

• Supervising and guiding frontline officers, including managing performance and maintaining high standards of service, teamwork and accountability.
• Overseeing daily counter operations to ensure smooth delivery of flat booking, legal document signing and key collection services.
• Managing complex cases, providing guidance to officers and resolving escalated issues with sound judgement and empathy.
• Reviewing and streamlining operational processes to improve service delivery, productivity and the customer experience.
• Working with internal stakeholders to enhance systems and e-services used by frontline officers, including implementing digital solutions and process improvements.
• Supporting the implementation of new housing policies and operational procedures, ensuring frontline officers are equipped to deliver services effectively.

Skills

Estate management

Supervising and guiding staff

Interpersonal & people management

Problem solving

Communication & negotiation

Integrity & accountability

Customer-service mindset

Job description

Housing and Development Board is seeking an Estate Manager in the Sales Department's Customer Service & Operations Team to supervise frontline officers and oversee counter operations. You will ensure a positive customer experience from flat booking to key collection, manage complex cases, and help streamline processes with internal stakeholders.

The role may rotate to serve as Customer Relations Manager, handling sales applications, appeals, and liaison with appellants, flat applicants,