Operations Manager
Majid Al Futtaim
Total years of experience :16 years, 7 Months
Partner Support Manager -Majid Al Futtaim Properties (Al Zahia)
• Monitoring market trends within broker networks in the real estate industry, including partner programmes, commission structures and incentive schemes.
• Research for potential partners including brokers, ambassadors, lenders, Employee Buy-in partners.
• Coordination with the Sales and Marketing teams on the outreach to new partners to ensure achievement of recruitment targets
• Leading the recruitment of Lender and Employee Buy-In partners.
• Managing the execution of Partner Agreements and Marketing Co-Operation Agreements in accordance with MAFP Policies and Procedures.
• Overseeing contract documents control, renewals and terminations in accordance to MAFP policies and procedures.
• Provide regular updates on Inventory availability as well as periodic refresher sessions on product and terms
• Provides management reporting as required by the Sales Director related to sales and brokers.
• Initiates and lead channel initiatives including sales events, roadshows, promotional activity and marketing initiatives in accordance with the project Sales strategy.
• Monitoring and reporting on partner performance, initiatives, recruitment and budgets.
• Conducting bi-annual performance reviews with all partners and initiate follow-up action as necessary.
• Conducting monthly performance reviews with all sales associates and initial follow-up action as necessary.
• Managing partner commission claims to ensure adherence to MAFP policy and efficiency of payments
• Overseeing tier commission models and other partner incentives to ensure adherence to MAFP policies
• Initiate periodic partner relationship building and “Recognition Ceremonies”.
• Coordinating with project teams to leverage and cross-sell MAFP relationships.
• Managing lead ownership and commission claim disputes, escalating to senior management as necessary
• Managing and ensuring EDM’s are efficiently sent by the system including Customers and Agencies invites for launches.
• Leading the automation process i.e. Broker portal to ensure a system based is in place using Salesforce.
• Managing daily issues arising from internal and external customers of the department.
• Ensuring that the complete customer lifecycle is tracked and monitored in all stages of sales opportunities on CRM (booking, receipt, revenue, payment collection, contracts printing and signing, handover).
• Ownership of all sales support activities and CRM data maintenance.
• Managing contracts for all projects Sales and Purchase agreement as per approved legal templates.
• Managing the team in providing administration and operational support for all UAE and International sales team.
• Ensuring the team contribution on the achievement of the company’s strategic and operational targets and overall business aims.
• Implements policies for commission claims for both agents (Local and International based agencies)
• Ensuring the department is incompliance with Internal and External auditors.
• The catalyst and go-to person for sales team on all sales support activities.
• Generating sales reports according to management requirements that includes financial targets, sales actuals and achievements. Produce and maintains sales pipelines (with full details)
• Oversee the Contracts team on day to day operations in all sales centres (Dubai Hills, Downtown, Dubai Creek Harbour, Umm Al Quwain and Abu Dhabi.)
• Managing Land Registration requirements through Sales department in coordination with Property Transfer Dep
• Pre-plan schedules and deploy a prioritized work to operations team with appropriate deadline / target.
• Planning and delivering new sales strategies and policies decided by the management for overall sales.
• Ensures team SLA performance in line with the yearly departmental KPI.
• Promoting and upholding company performance business standards and ideology
• Set-up and maintain customer information in CRM and spreadsheet for all sales operations activities
• Drive initiatives within the team and organization that contribute to long-term operational excellence
• Improving the operational systems, processes and policies in support of mission-specifically, support better reporting, information flow and planning
• Started as field sales representative of the company in 2003 and handled the electronics market division (Manila Office) and later promoted in-charge of the overall Sales Operations and CRM.
• Provides sales report, presentations and forecasts (weekly, monthly, quarterly, bi-annual, and annual) on sales actuals vs. targets during weekly and monthly management meeting.
• Planning and implementing sales strategies to expand and maintain corporate accounts throughout the country. Hands-on monitoring of competitors’ activities in different markets.
• Regional representative to HQ Singapore Sales Operations and finance functions in all sales operations - related matter.
• Ownership of distributors contracts and associated Purchase orders. Works closely with Sales Manager and teams in identifying new distributors, carry out due diligence, negotiate commercial terms and issue contracts.
• Managing a team of operations executives to ensure overall product shipments and deliveries from Japan and Singapore on time. This includes operational setups for international projects.
• Conducting annual customer survey related to the customer experience journey for all customers.
• Proactively identify, recommend, and implement processes and capabilities to enhance customer experience and create cross-project efficiencies from other representative offices.
• Develop and implement collections strategies and policies from point of sales to delivery that are conducive to company goals.
• Implementing policies and procedures for effective data management and data sharing to ensure adequacy, accuracy and integrity of data.
• Providing input and drive distribution of monthly product progress updates to existing customers.
• Identifying opportunities for sales process improvement and ensure successful implementation of new programs by ensuring a well-defined, efficient sales process.
• Assisting in the development of new reporting tools for the management to ensure transparency
• Develop and establish procedures and policies governing customer correspondence and the handling of customer complaints through every channel
• Provide coaching and professional development support to the team in areas related to sales operation and administration, data management and customer relation.
Passed the required percentage