Manager, Resident Care

Job Purpose

• To lead and manage the Resident Care sub-unit operations to ensure exceptional post-HOVP customer experience across multiple Business Units. The role is responsible for optimizing post-HOVP defect management performance, enhancing back-end and front-end processes, and aligning strategies with broader organizational goals, while driving continuous improvement in service standards, efficiency, and team engagement.

Job Responsibilities

Post-HOVP Defect Management

Monitor the maintenance works as per SO's certification by contractors within Defect Liability Period (DLP) Manage vendors or service providers to ensure the service or products provided are in accordance to the company policies and meet the expectations of all stakeholders

Stakeholder Management

Establish good rapport with external stakeholders (i.e. consultants and contractors) and internal stakeholders (i.e. PMT, HOT and HBU) and ensure proper management of defect rectification and customer complaints

People Development

Manage and supervise team members under the supervision including their career development and ensure sufficient resources for process implementation

Inbound Customer Service:

Responsible in handling defect-related inquiries, complaints, and requests across various channels (e.g., emails, calls, live chats, social media) and maintaining high customer satisfaction through clear communication and prompt support.

Outbound Customer Service:

Initiates contact with customers for defect follow-ups, feedback, or proactive support, ensuring a positive customer contact, gathering valuable feedback, and identifying opportunities to address potential defect issues or concerns.

Call Controls:

Responsible for monitoring dashboards daily to prioritize defect-related calls within SLAs, ensuring prompt attention, while stray calls outside of defect scope are efficiently redirected to the appropriate department for resolution.

Process Optimisation:

As the custodian of the call centre and post-HOVP defect management SOP, responsible for process optimization, ensuring the implementation, and continuous improvement of the process to enhance operational efficiency and quality assurance (QA).

Capability Management:

Acts as a Trainer by delivering training on quality assurance best practices and tools to team members, ensuring they are well-equipped to uphold high customer contact standards, improve efficiency in handling defect calls, and enhance customer satisfaction.

Communication:

Ensures real-time communication of operational updates, critical situations, and disaster preparedness, effectively managing defect-related calls and coordinating swift responses to minimize impact on customers and operations.

Job Dimensions

• Acts as the first point of contact for home buyers after HOVP and playing a crucial role in projecting professionalism, responsiveness, and trust in the company's services.

• Ensure consistent and highly quality communication for all inbound and outbound interactions.

• To lead and manage the day-to-day operations of the Resident Care sub-unit, managing customer communications and ensuring on the ground rectification progress and performance

• Provides key insights from customer feedback and call trends to support product and service improvement.

• Complaint Management & Escalation Handling - Oversee and manage critical cases that require multi-department coordination.

Education/ Professional Qualifications

• Degree in Real Estate Management / Communication / any relevant qualifications in property development

Professional Experience

• At least 7 years experience in the customer service line industry.
• Exposure to Customer Relationships Management (CRM) roles, Township & Community Services (HOVP, operations & communications) roles, defect management & inspections roles and fluent in managing high profile and critical customers.