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.

• 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.

• 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.