Job Description

Key Responsibilities: Resource Deployment & Property Operations: Deploy and manage resources effectively for all property management activities, ensuring smooth day-to-day operations of the residential site. Coordinate with other departments to ensure all operations are aligned with company standards and resident expectations. Resident Complaints Resolution: Ensure timely resolution of resident complaints as per prescribed timelines. Collaborate with relevant functions and departments to resolve complaints efficiently, ensuring resident's satisfaction. Maintain records of complaints, resolutions, and feedback to monitor service quality. Utility Systems: Ensure the smooth provision of water, electricity, and other essential utility connections by liaising with different teams. Monitor utility systems to ensure they function efficiently and meet the needs of the residents. Facility Management Team Management (Outsourced Manpower): Manage facility management teams, including cleaning, maintenance, and security, to ensure high standards of service. Conduct regular performance appraisals for all direct reports, adhering to Performance Management System (PMS) guidelines and timelines. Identify training needs for facility management teams and ensure regular training sessions are conducted to enhance their skills and service delivery. Ensure staff are adequately trained on safety protocols, maintenance best practices, customer service, and operational efficiency. Training and Development: Conduct training programs for all property management staff, focusing on customer service, maintenance procedures, safety protocols, and operational best practices. Ensure that new hires are trained on property operations, systems, and customer expectations. Develop ongoing training schedules to maintain high levels of staff competency and performance. Vendor Management: Oversee vendor management, ensuring that service providers meet the standards of quality, timeliness, and cost-effectiveness. Ensure timely billing and payment to vendors, maintaining good vendor relations and operational efficiency. NPS, Satisfaction & Feedback: Ensure that NPS is tracked and achieved during Key Handover (KHO) and subsequent ticket closure stages for maintenance/service requests. Monitor resident feedback and implement improvements to increase satisfaction and resolve issues proactively. Commercial Objectives - Cost and Profitability: Manage the commercial objectives of the property, ensuring that operations are carried out efficiently while staying within AOP. Control costs, ensuring cost-effective use of resources without compromising on service quality. Work with senior management to assess financial performance and develop cost-saving strategies where possible. Resident Engagement & Event Management: Organize and coordinate resident events and activities to foster a strong sense of community and engagement. Work closely with residents to develop and implement initiatives that enhance their living experience. Other Tasks as Assigned: Perform any other tasks as assigned by senior management from time to time, including addressing urgent issues, planning future improvements, or any other operational responsibilities.