Team Leader - Handover

Position Overview

Team Structure Oversight

• Team Leader – Property Handover and Administrative staff
• Handover team- comprising of 2 upto 5 staff
• A minimum of 2–3 Administration Executives

Employment Description

Phase-3 Property Handover Services

Daily Operations- Property Handover

• Manage the day-to-day operations in accordance with SOPs to maximize profitability and efficiency.
• Assist in fine-tuning operational processes and methods while improving the overall efficiency of the team.
• Manage and ensure with staff, Property Handover, timely data collection from Developers, to update checklist requirements (Tech/ Non- Tech related), to achieve submissions to Authorities, receive approvals, NOCs with no errors, and deliver exceptional customer service.
• Review all Projects / Developer Dashboard Reports, Management Reports (Tech / Non-Tech) with Key Account Staff to ensure timely, weekly updates are delivered to key Management teams.
• Equip the new joiners to the team with the knowledge and practical skills to carry out the day-to-day work-related tasks.
• Train members of the team, arranging external training where appropriate.
• Monitors and manages Key Account staff correspondence with external and internal communication.
• Ensure staff are on board throughout the organization, and understand the need for change and what is required of them
• Monitor employee performance and propose improvements
• Facilitate coordination and communication between support functions as and when needed.
• Client Interaction for the handover function
• **Client Meetings:**
• Conduct handover meetings with purchasers, project teams, and key contacts from the Developer.
• **Customer Support:**
• Address and resolve customer inquiries received via email or phone promptly and professionally.
• **Document Management:**
• Facilitate the handover of keys, manuals, and other necessary documents to customers, ensuring verification with the Senior Operations Manager and Key Account Manager.
• **Transaction Guidance:**
• Assist customers with various transactions, including property transfers, mortgages, visas, land registrations, and pre-registration processes.
• **Issue Resolution:**
• Follow up on pending issues with internal teams and keep customers updated on their transaction status.
• **Service Quality:**
• Ensure that the handover process meets the highest service quality standards.
• Clarification: Explain the Property Handover process and transaction timelines to customers, addressing any queries they may have.
• **Visit Coordination:**
• Plan and manage the schedule for client unit visits.
• **Document Verification:**
• Ensure that all customer-submitted documents meet the required standards for property transactions.
• Administrative Functions for the handover function
• Project Research: Conduct thorough research on assigned projects using project information sheets, contract study sheets, and FAQ sheets.
• Coordination: Review and coordinate client and project unit details according to the Handover Checklist.
• Handover Structure: Develop and manage handover structures and packs to ensure smooth unit handover operations until completion.
• Communication: Provide clear and concise updates to clients and developers regarding their project's progress.
• Record Keeping: Maintain accurate records of:
• Units conducted for home orientation
• Units handed over
• Management Information System (MIS) updates, and share these with the management team.
• Documentation Management: Ensure that all correspondence with customers is properly updated and stored in the shared drive for team access.
• Status Updates: Regularly update customers on the status of their requests and any issues.

Strategic Planning & Control

• Contribute to short and long-term organizational planning and strategy as a member of the management team.
• Play a significant role in long-term planning, including an initiative geared towards operational excellence, ensuring the most efficient use of available resources (human, financial, material) through the long-term planning of workload, schedules, holidays etc
• Develop and define strategic goals to make a significant impact on the growth of the company.
• Review existing processes and policies, SOPs, and recommend improvements as needed in support of organizational goals.
• Formulate new SOP’s and implement related/customized procedures for the project to maximize deliverables.
• Monitor adherence to related authorities’ rules, regulations, and procedures and obtain updated rules and laws for following best practices and to ensure activities remain compliant.
• Monitor, manage, and propose improvements for the efficiency of support services such as IT, HR, Accounts, and Finance.
• Oversee materials and inventory management with the related department and ensure that general office duties are fulfilled.

Business Development Support

• Work with Business Development in providing exceptional operational support, once the client is on board, and ensure all deliverables are executed as contracted.
• Attend Business meetings as needed to provide potential clients with an insight to the standard operational practices and deliverables to ensure a positive outcome and onboarding of the client.
• Creation of a positive and enthusiastic working environment.
• Propose improvements, as needed, for the operational systems, processes, and policies in support of the organization's mission, specifically, support management reporting, information flow, and management and organizational planning.
• Assessing employees’ skills and performance, and on this basis make recommendations for further development, training, and allocations within the organisation.
• Contribute to designing and developing partnerships/collaborations with local and international organisations

Budget Control

• Create, manage, and execute projects within the operational budget, ensuring budgetary discipline.
• Management of executed Developer contractual requirements and execution of related project deliverables
• Plan effective strategies for the financial well-being of the company.
• Plan the use of human resources and ensure operational costs are kept to a minimum, implement and manage operational plans.
• Contribution to business
• Think strategically - seeing the bigger picture and setting aims and objectives to develop and improve the business
• Work strategically - carrying out necessary planning to implement operational changes/ improvements
• Ensure a positive and enthusiastic working environment
• Excellent communication skills and organisational skills (neat, ordered, and simple systems)
• Pro-active, self-management style with leadership background and qualities of a team player.
• Excellent communication skills (in person, phone, letter, email)
• Ability to build and maintain positive clientele relationships
• Experience with computer systems (superior levels of proficiency with Word and Excel)
• Knowledge of CRM or similar platforms
• Excellent budgeting and negotiation skills
• Comfortable with internet research and search engines/databases

Process Integrity & Quality Control

• Implement and audit standard operating procedures (SOPs) for CRM updates, billing cycles, data processing, and project onboarding.
• Regularly review operational checklists, data entry accuracy, documentation quality, and file completeness.
• Conduct weekly and monthly operations audits, reporting gaps, and implementing corrections.
• Identify bottlenecks, propose efficiency improvements, and execute process enhancements.
• Lead implementation of automation tools or CRM enhancements in coordination with tech teams.
• Mitigate operational risks by enforcing compliance protocols and client SLA commitments

Reporting & Performance Analytics

• Track KPIs across all verticals—task completion rates, error rates, billing compliance, and documentation accuracy.
• Present operational dashboards and performance summaries to the General Manager.

Business Support & Flexibility

• Assist top management with ad-hoc reporting, analysis, or operational tasks across different business verticals.
• Maintain a self-disciplined and flexible approach, including availability during extended hours or weekends as business needs require.