Senior Vice President - Customer Operations
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JOB PURPOSELead 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 RESPONSIBILITIESActively 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 outcomesDriving and enhancing CSAT & Net Promoter Scores across operational transactionsManagement 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 EXPERIENCECustomer management, banking, Real estate management.Strong knowledge of real estate products and servicesStrong knowledge of customer service standards and customer quality delivery standardsTECHNICAL AND INTERPERSONAL SKILLSProven strategic thinker with track record of innovation Demonstrated excellent value-based leadership skillsStrong communication and interpersonal skillsUnderstanding of BPO’s (advantageous)QUALIFICATIONBachelors Degree in Business Administration or related fieldMaster degree preferred.
Requirements
- •Lead customer operations to drive, develop, and deliver customer-centric post-sale operations.
- •Centralize all customer requests across touchpoints.
- •Enhance customer operations processes for visibility, transparency, and accountability.
- •Manage customer requests and SLAs for improved customer experiences.
- •Involved in setting up operations for DXB RAK launch.
- •Assess and centralize workflows across customer touch points.
- •Partner with Sales support teams for forecasting and planning.
- •Oversee daily operations and post-sale registrations, including SPA validation and delivery.
Nice to Have
- •Understanding of BPO's
- •Master degree preferred
Responsibilities
- •Work with Abu-Dhabi Teams to unify processes.
- •Provide support for seamless daily operations execution.
- •Digitize processes and offer diverse perspectives to address challenges.
- •Compile and present regular reports to senior management on metrics and trends.
- •Drive and enhance CSAT Net Promoter Scores.
- •Manage projects and operational governance.
- •Plan strategies for customer interfaces across digital, virtual, and physical channels.
- •Drive integration with government authorities for seamless experiences.
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