Operations Manager/Facility manager

Overview

1. CLIENT RELATIONS & CUSTOMER SERVICE MANAGEMENT

• Lead and supervise the Customer Service team responsible for direct client communication across
• all stages of the sales and handover journey.
• Oversee daily client communications, ensuring timely, professional, and accurate
• responses to all enquiries.
• Manage and monitor the dispatch of payment reminder notices, instalments schedules, and
• payment confirmation letters.
• Coordinate the preparation and issuance of handover notices, NOC letters, completion
• certificates, and related client documentation.
• Ensure client records and interaction logs are maintained accurately in the CRM system.
• Resolve escalated client complaints and disputes in coordination with the legal and sales
• teams.
• Monitor team KPIs: response time, issue resolution rate, client satisfaction, and
• documentation accuracy.
• Train and onboard new Customer Service team members on company processes,
• communication standards, and documentation requirements.

2. SNAGGING & DEFECT RECTIFICATION MANAGEMENT

• Own and manage the end-to-end snagging process for all units, acting as the primary liaison
• between the construction company and the facility management company.
• Conduct and coordinate pre-handover snagging inspections for all units; prepare detailed
• defect reports with photographic documentation.
• Issue formal snagging lists to the construction company and track all open items through to
• completion.
• Follow up rigorously with the construction team to ensure all rectifications are completed
• within agreed timelines.
• Liaise with the facility management company to confirm readiness of common areas,
• building systems, and unit infrastructure prior to handover.
• Conduct post-rectification re-inspections to verify that all snags have been resolved to the
• required standard before unit sign-off.
• Maintain a live snagging tracker with status updates for each unit, accessible to
• management at all times.
• Coordinate joint inspections with clients during the handover process and manage any
• post-handover defect claims within the warranty period.
• Escalate unresolved structural or systemic issues to the Managing Director and relevant
• technical teams.

3. CROSS-FUNCTIONAL COORDINATION

• Act as the primary operational interface between Segrex Development, main contractor,
• and the appointed facility management company.
• Attend site meetings and handover coordination sessions with construction and FM teams.
• Maintain handover schedules per unit and ensure alignment between client readiness,
• construction completion, and FM setup.
• Prepare weekly status reports for senior management covering CS team performance,
• snagging progress, and handover pipeline.