Estate Manager (Customer Service & Operations)

[What the role is]

You will supervise and guide frontline officers and oversee daily counter operations to ensure smooth and efficient service delivery, manage complex cases and resolve escalated issues, and review and streamline operational processes to improve the customer experience. You will also be involved in the administration and processing of sales applications, assess and respond to appeals, draft case reports/submissions, and liaise with applicants and relevant agencies.

[What you will be working on]

As an Estate Manager (EM) in the Sales Department's Customer Service & Operations Team, you will supervise frontline officers in delivering a positive and seamless experience for our flat buyers, from flat booking and signing of legal documents to key collection. Your role involves:

• •Supervising and guiding frontline officers, including managing performance and maintaining high standards of service, teamwork and accountability;
• •Overseeing daily counter operations to ensure the smooth and efficient delivery of flat booking, legal document signing and key collection services;
• •Managing complex cases, providing guidance to officers and resolving escalated issues with sound judgement and empathy;
• •Reviewing and streamlining operational processes to improve service delivery, productivity and the customer experience;
• •Working with internal stakeholders to enhance systems and e-services used by frontline officers, including implementing digital solutions and process improvements;
• •Supporting the implementation of new housing policies and operational procedures, ensuring that frontline officers are equipped to deliver services effectively.

During your employment, you may also be rotated to take on the role of a Customer Relations Manager (CRM), to deliver quality services to applicants and residents of HDB flats. You will be involved in administration and processing of sales applications, from registration of the application to issuing of keys, assess and respond to appeals from customers who deviate from the eligibility conditions to buy an HDB flat, and draft case reports/ submissions for management’s consideration for deserving cases. Your duties will include day-to-day liaison with appellants/flat applicants, solicitors and relevant agencies on requests for housing assistance. You will also perform the role of Duty Manager at the counters and attend to cases/issues escalated by our frontline officers. In addition, you will process Enhanced CPF Housing Grant applications from flat buyers.

[What we are looking for]

• •Good background in Estate Management, Business Administration, Operations Management or related disciplines;
• •Experience in supervising and guiding staff, preferably in frontline operations or customer service;
• •Strong interpersonal and people management skills, with the ability to motivate staff, manage performance and foster teamwork;
• •Good judgement and problem-solving skills, particularly in handling complex customer situations and operational challenges;
• •Excellent communication and negotiation skills;
• •Strong personal integrity, with a sense of responsibility, fairness and accountability;
• •A customer-service mindset, coupled with an interest in improving processes and leveraging technology to enhance service delivery.

Successful candidates will be offered a 1+1 year contract.

All applicants will be notified on whether they are shortlisted for the position within 4 weeks of the closing date of this job posting.