Avp - Post Sales Support (Dubai/rak)
2 weeks ago
**JOB DESCRIPTION: JOB PURPOSE**
- Lead Customer DXB & RAK Post Sale activities to ensure customer satisfaction is observed at all stages and compliance to regulatory & documentation requirements are carried out on the transfer of ownership, title deed and SPA registration of Aldar assets to external government agencies.
**ROLES AND RESPONSIBILITIES**
- Support the VP - Shared services to develop all processes, policies and procedures related to the customer DXB & RAK Post Sale & operations to drive higher levels of customer satisfaction whilst ensuring compliance to regulatory requirements.
- Ensure smooth management of cross-divisional systems and processes, reports relating to contract administration, regulatory/ documentation requirements and post sales activities.
- Oversee the processing of transfer of ownership, title deed and SPA registration of Aldar assets through DXB & RAK RERA and other external government agencies.
- Oversee the Post Sales activities, ensure efficient management of contract changes in case of mortgage, re-sales and other changes for assigned properties.
- Oversee the administration and execution of all customer & residential sales contracts in line to Aldar Standards.
- Support to ensure efficient management of database, business reporting systems and document control processes relating to contract status.
- Review customer feedback results highlighting nature and source of tenant requests and support to decide on preventive and corrective actions to be taken to address customer issues.
- Assist in the input of the budget for the Customer Operations function.
- Manage cases in alignment with Abu Dhabi, Dubai and RAK offices by Aldar with commitment to Interdepartmental and group SLAs as part of Customer Excellence and Operational Excellence vision
- Produce records and reports to Senior Management on activities and outcomes whilst maintaining high level of Customer Satisfaction scores.
**KEY RESULT AREAS**
- Efficiency of Contract execution and administration.
- Accuracy and efficiency of Business Reporting.
- Customer Satisfaction Survey and Feedback.
- Efficiency of Completion of contracts registration with ADM.
- Effectiveness of Customer Complaints (% of complaints resolved)
- Avg request Response Time
- Avg complaints Response Time
**RELATED YEARS OF EXPERIENCE**
- Min of 8+ years of related experience in Customer Service, Banking and or Real Estate
**FIELD OF EXPERIENCE**
- Customer management, banking, 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
**QUALIFICATION**
- Bachelors Degree in Business Administration or related field
- Master degree preferred.
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