Operations Manager
Property Shop Investment LLC
Total years of experience :15 years, 10 Months
Develop and implement standard operating procedures (SOPs) to systematize operations, drive process improvements and identify areas suitable for automation.
•Automate various existing tasks and processes, such as providing feedback for marketing campaigns, generating sales weekly reports, and managing sales agents' rotation.
•Collaborate with the product and tech team to enhance the user experience of the CRM and the agents app.
•Define relevant key performance indicators (KPIs) and service level agreements (SLAs), and establish tracking mechanisms and dashboards.
•Establish an agent tier-system to assess agents' expertise levels, enabling effective lead assignment, project allocation, and decision-making.
•Supervise a team of Operations Executives and Lead Owners, monitoring and evaluating their performance.
•Conduct operational audits to ensure compliance with corporate policies.
•Prepare operational reports for the Sales Director and CEO, such as sales reports following each launch, monthly marketing campaign reports, agents' performance reports, and audit reports.
•Coordinate open houses and special events by facilitating communication between the sales team, marketing team, and property developers' offices, such as Aldar, Bloom, Q Properties, and Eagle Hills.
Formulated policies and procedures to establish and uphold quality and customer service standards.
•Initiated and supervised the management of new property listings, including strategizing marketing plans, creating assets for print and online presence, tracking leads and inquiries, and overseeing the transaction process until the signing of the Sales and Purchase Agreement (SPA).
•Provided oversight for various processes to ensure efficient operations and a steady influx of new business.
•Directed workflows related to contact management, team branding, and advertising property listings.
Registered the company as an NOFC at the Jordan chamber of Commerce, obtained the vocational license and all trademarks as well as the work permit and residency for the General Manager.
•Enrolled the company in the Social Security Cooperation and the tax department.
•Produced a 2-year business plan along with the projected budget.
•Selected the office space and oversaw the fit out end-to-end from Network, Electricity, Internet Connection, AC, furniture, equipment, etc.
•Hired 15 employees in the first month and then hired 30 more throughout the year.
•Oversaw and managed all aspects of the office including Finance, HR, Procurement, Operations.
•Managed the performance of all the teams which included an HR Manager, Senior Accountant, Admin Officer, IT Executive, Content Creators, Editors, Graphic Designers.
•Conducted quarterly performance evaluation sessions. Provided recommendation for promotion and salary adjustment as appropriate to the higher management.
•Instilled the company's core values and culture in the office.
•Liaised with the head office and provided monthly reports of the day-to-day operations of the office.
Supervised everyday work of the department operating processes to increase efficiency of the team.
•Analyzed and identified all performance related issues and ensured appropriate actions.
•Developed plans and supervised various departmental meetings to ensure better results to fulfill business needs.
•Prepared regular reports, performed audit on various operations and evaluated processes as per business requirements.
•Prepared project updates within required timeframe and delegated individual tasks to all team members.