Senior Vice President - Customer Operations
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.
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
TECHNICAL AND INTERPERSONAL SKILLS
Proven strategic thinker with track record of innovation
Demonstrated excellent value-based leadership skills
Strong communication and interpersonal skills
Understanding of BPO’s (advantageous)
QUALIFICATION
Bachelors Degree in Business Administration or related field
Master degree preferred.