Operations Manager-Real Estate

The Operations Manager is responsible for leading and overseeing the back-office including sales support and leasing support team. Ensuring efficient and successful operations of all sales and leasing support functions.

Support the CEO of Global Realty by managing, monitoring and continually improving all operational processes and ensuring a high level of customer service.

General

• Review and implement operations strategy for operations division
• Set KPIs and review KPIs of operation team members on a regular basis
• Provide operational feedback to management

Supervision

• Supervise sales support and leasing support team on day-to-day work.
• Develop policies and procedures for overall stock management and customer service standards.
• Ensure all the relevant sales & marketing materials and price lists are up-to-dated
• Ensure all the contracts and post-sales service are executed in a professional manner
• Ensure all inquiries are followed up with satisfaction

Sales Support

• Follow up inquiries from sales consultants, solicitors, channel agents and brokers.
• Summaries and monitor all pre-sales and post-sales process and prepare monthly sales reports.
• Liaise with the Finance department in relation to property reservation fees, 10% deposit payment and settlement.
• Follow up with solicitors, master agents or developers for each unconditional sale.
• Support international tour group arrangements and provide clients' requirements, feedback and suggestions.

Pre-sale

• Follow up all the enquiries from offices, including project information, stock enquires, sales enquire and other general enquiries
• Prepare training materials for Sales team and back offices
• Provide comprehensive project summary based on project relation information

Stock Management and Reservations

• Manage stock lists, ensure up to date and deliver to all sales and operation teams
• Take reservation for relevant projects for both local and overseas sales team.
• Liaise and follow up with pre-sales, post sales and settlement team to ensure the whole process runs smoothly
• Update weekly developer report
• Arranging showroom inspection for sales/clients/tour group
• Update price lists into the database regularly

Post-Sale and settlement

• CRM system management
• Track sales from deposit paid, contract signed, contract exchanged, and unconditional.
• Contract preparation and review
• Contract filing and record all relevant sales documents
• Follow up all related payment with the sales team, solicitor and finance department.
• Follow up settlement with purchasers and solicitors
• Prepare regular report on upcoming settlements and purchaser status
• Prepare settlement summary report for Finance department

Customer Service

• Facilitate handovers of our clients' properties from pre-construction until settlement and key handovers ensuring all administration requirements are processed in a timely and accurate manner.
• Provide the updates of construction progress to our clients.
• Organizing commission claims to finance department.
• Coordinating with internal staff and external stakeholders to resolve issues surrounding construction including, but not limited to builders, site supervisors, clients, lenders
• Conduct PSI's, write reports, photographs and follow up defects (suggest third party provider)
• Liaise with rental departments, service connections, follow-up and get feedback from clients

Essential

• Fluent in English; Mandarin proficiency highly desirable.
• Prior experience in Sales Operations role within the Real Estate industry.
• A positive and professional attitude.
• Confident communicator with excellent communication skills.
• Knowledge of current legislation and compliance requirements.
• Outstanding organizational skills; including the ability to work accurately, with a high attention to detail.
• Advanced Microsoft Office skills including Word, Outlook, Excel and PowerPoint.