Job Responsibilities

Lead and oversee the overall Aftersales Service and Juristic Management operations across multiple Business Units (BU) to ensure service excellence and operational consistency.
Develop and implement strategies, policies, SOPs, and service standards for condominium handover, defect management, customer complaint handling, and juristic management operations.
Collaborate closely with Construction, Sales, Customer Service, and Project Management teams to ensure smooth transfer processes and high customer satisfaction.
Monitor project performance, customer feedback, and operational KPIs, while driving continuous improvement initiatives across all condominium projects.
Provide leadership and direction to Aftersales and Juristic Management teams, including manpower planning, team development, and performance management.
Manage escalated customer issues and ensure timely resolution while maintaining the company's brand reputation and service standards.
Oversee budgeting, vendor management, and operational cost control related to Aftersales and Juristic Management functions.
Drive innovation and digital transformation initiatives to improve operational efficiency and customer experience.

Qualifications

Bachelor's degree or higher in Business Administration, Engineering, Real Estate Management, or related fields.
Minimum 10 years of experience in Aftersales Service, Property Management, Juristic Management, or Condominium Operations within the real estate industry.
Strong leadership and stakeholder management skills with experience managing multi-project operations.
Good understanding of condominium operations, handover processes, customer service management, and juristic regulations.
Strategic mindset with strong problem-solving, communication, and team management capabilities.
Ability to work in a fast-paced environment and manage cross-functional coordination effectively.

Head of Aftersales Service & Juristic Management