Property Handover Manager
Damac Properties
Total years of experience :21 years, 5 Months
Effectively managing a team of 24 in successfully handing over multiple units across a broad portfolio of residential project Damac Hills 2 (formerly Akoya). Serving the responsibilities as QA/QC Manager Managing process of pre-inspection of new units/cluster, through the QIR system from onsite application for certification/readiness. Serving handover notice once the units are certified in system. Maintaining inventory units and not handed over units with projects team on weekly/monthly basis. Preparing units and coordinating with projects team when requests come through handover team for booking appointments. Preparing units with 3rd party contractors where DLP is expired by raising BOQ’s/scope of works and approving quotes once discussed with management. Assisting sales team for unit viewing of inventory list and also assisting the mortgage team for bank valuation of units where customers are completing their formalities for mortgage loan. Approving exceptional cases when request are given from higher management. Organizing site visits within the department & identified scope of improvement. Ensuring an accurate status of assigned projects (generate daily, weekly reports) and carrying out month end ‘Project closures’ for all projects.
Al Barari Development, Dubai
* Effectively managing multiple projects with developer. Handling responsibilities of
project co-ordination.
* Managing department processes including pre-delivery of units, Customer
home orientation, Snag rectifications, Handovers, payment collections and all
major customer related issues and suggestions for improvements.
* Escalate any sensitive or complex customer service related issues to the
management to ensure they take appropriate measures or provide solutions.
* Ensure that other departments like Projects, Legal & Finance are well informed
about customer related issues that may need their specific input & may take
appropriate measures or provide solutions.
* Inform customers of any changes in the schedule of the construction of their
property including but not limited to pre-delivery inspection, rectification, key
handover & handover process.
* Implement policies and procedures for department and ensure co-ordination
between customers, contractors and maintenance team.
•Effectively managed a team of 4 in successfully handing over multiple projects across a broad portfolio of residential projects.
•Served responsibilities as both a Project Coordinator and Alterations Engineer.
•Aided customers on all matters relating to property handover and general queries. Kept customers well informed on project status and pro-actively sent them completion notices and delay advices etc.
•Assisted the Home Modifications and Alterations team for a span of 3 years.
•Recommended the change of handover & alterations (home modifications) fact
sheets resulting in the process becoming more simpler and cost-effective.
•Addressed recurring issues with dependent departments to ensure increased
customer satisfaction.
•Liaised with Quality Assurance team in case of last minute problems identified during pre-checks.
•Effected the successful implementation of the E-Snag process that was introduced directly on a live project. Scrutinized snag lists to identify any different or recurring snags.
•Undertook orientations with homeowners and processed customer requests notably on property deficiencies, special needs for alteration or additions.
•Updated the relevant milestones and interactions in Oracle.
•Organized site visits within the department & identified scope of improvement.
•Ensured an accurate status of assigned projects (generate daily, weekly reports)
and carried out month end ‘Project closures’ for all projects.
•Co-ordinated with DEWA authorities on payments, procedures, disconnections
and billing queries.
Served additional responsibility as a Property Handover Executive.
* Implemented changes in the handover process ensuring smooth relay and
coordination of all team members.
* Individually handled projects by applying the new process and brought about
further process improvements.
Received the Bravo Award for executing the most number of handover projects within limited time span.
•Worked as a Team Leader of the Gold Desk, liaising directly with exclusive Gold members
•Liaised with internal and external customers on account and product information.
•Authorized to make exceptions to rules and give settlement compensations to meet customer needs while ensuring limited cost to the Company.
•Attended to customer complaints and settled disputes.
•Offering online support as part of the customer loyalty program.