Vice President Customer Operations ALDAR Properties PJSC

. 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.

Related Years of Experience

Technical and Interpersonal Skills

• Proven strategic thinker with track record of innovation
• Demonstrated excellent value-based leadership skills
• Strong communication and interpersonal skills
• Understanding of BPO s (advantageous)