Operations Manager/Facility manager
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Key skills for this role
About the Role
Segrex Development LLC is seeking an Operations Manager/Facility Manager to serve as the central coordination point between the company, clients, construction, and facility management.
Key Skills for This Role
Responsibilities
- Lead and supervise the Customer Service team responsible for direct client communication across all stages of the sales and handover journey
- Oversee daily client communications, ensuring timely, professional, and accurate responses to all enquiries
- Manage and monitor the dispatch of payment reminder notices, instalments schedules, and payment confirmation letters
- Coordinate the preparation and issuance of handover notices, NOC letters, completion certificates, and related client documentation
- Ensure client records and interaction logs are maintained accurately in the CRM system
- Resolve escalated client complaints and disputes in coordination with the legal and sales teams
- Monitor team KPIs: response time, issue resolution rate, client satisfaction, and documentation accuracy
- Train and onboard new Customer Service team members on company processes, communication standards, and documentation requirements
- Conduct and coordinate pre handover snagging inspections for all units; prepare detailed defect reports with photographic documentation
- Issue formal snagging lists to the construction company and track all open items through to completion
- Follow up rigorously with the construction team to ensure all rectifications are completed within agreed timelines
- Liaise with the facility management company to confirm readiness of common areas, building systems, and unit infrastructure prior to handover
Requirements
- Experience in client relations and customer service management
- Experience in snagging and defect rectification management
- Ability to lead and supervise a customer service team
- Strong organizational and coordination skills
Full Job Posting
Role Overview
- The Operations Manager — Client Relations & Snagging serves as the central coordination point between Segrex Development LLC, its clients, the construction company, and the facility management company. The role encompasses two core pillars: managing the client facing team responsible for ongoing cli
1. CLIENT RELATIONS & CUSTOMER SERVICE MANAGEMENT
- Lead and supervise the Customer Service team responsible for direct client communication across all stages of the sales and handover journey.
- Oversee daily client communications, ensuring timely, professional, and accurate responses to all enquiries.
- Manage and monitor the dispatch of payment reminder notices, instalments schedules, and payment confirmation letters.
- Coordinate the preparation and issuance of handover notices, NOC letters, completion certificates, and related client documentation.
- Ensure client records and interaction logs are maintained accurately in the CRM system.
- Resolve escalated client complaints and disputes in coordination with the legal and sales teams.
- Monitor team KPIs: response time, issue resolution rate, client satisfaction, and documentation accuracy.
- Train and onboard new Customer Service team members on company processes, communication standards, and documentation requirements.
2. SNAGGING & DEFECT RECTIFICATION MANAGEMENT
- Own and manage the end to end snagging process for all units, acting as the primary liaison between the construction company and the facility management company.
- Conduct and coordinate pre handover snagging inspections for all units; prepare detailed defect reports with photographic documentation.
- Issue formal snagging lists to the construction company and track all open items through to completion.
- Follow up rigorously with the construction team to ensure all rectifications are completed within agreed timelines.
- Liaise with the facility management company to confirm readiness of common areas, building systems, and unit infrastructure prior to handover.
- Conduct post rectification re inspections to verify that all snags have been resolved to the required standard before unit sign off.
- Maintain a live snagging tracker with status updates for each unit, accessible to management at all times.
- Coordinate joint inspections with clients during the handover process and manage any post handover defect claims within the warranty period.
- Escalate unresolved structural or systemic issues to the Managing Director and relevant technical teams.
3. CROSS FUNCTIONAL COORDINATION
- Act as the primary operational interface between Segrex Development, main contractor, and the appointed facility management company.
- Attend site meetings and handover coordination sessions with construction and FM teams.
- Maintain handover schedules per unit and ensure alignment between client readiness, construction completion, and FM setup.
- Prepare weekly status reports for senior management covering CS team performance, snagging progress, and handover pipeline.
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