Operations Manager/Facility manager

Job Description

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 client communication, payment follow-up, and handover processes; and

1. CLIENT RELATIONS & CUSTOMER SERVICE MANAGEMENT

Lead and supervise the Customer Service team responsible for direct client communication across

• Oversee daily client communications, ensuring timely, professional, and accurate

• Manage and monitor the dispatch of payment reminder notices, instalments schedules, and

• Coordinate the preparation and issuance of handover notices, NOC letters, completion

• 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

• Monitor team KPIs: response time, issue resolution rate, client satisfaction, and

• Train and onboard new Customer Service team members on company processes,

1. SNAGGING & DEFECT RECTIFICATION MANAGEMENT

Own and manage the end-to-end snagging process for all units, acting as the primary liaison

• Conduct and coordinate pre-handover snagging inspections for all units; prepare detailed

• Issue formal snagging lists to the construction company and track all open items through to

• Follow up rigorously with the construction team to ensure all rectifications are completed

• Conduct post-rectification re-inspections to verify that all snags have been resolved to the

• Maintain a live snagging tracker with status updates for each unit, accessible to

• Coordinate joint inspections with clients during the handover process and manage any

• Escalate unresolved structural or systemic issues to the Managing Director and relevant

1. CROSS-FUNCTIONAL COORDINATION

• Act as the primary operational interface between Segrex Development, main contractor,

• Attend site meetings and handover coordination sessions with construction and FM teams.
• Maintain handover schedules per unit and ensure alignment between client readiness,

• Prepare weekly status reports for senior management covering CS team performance,

snagging progress, and handover pipeline.