Team Leader - Handover

Job Description

Position Overview:

1. Handover services

The role will supervise a structured operations team comprising up to 3-7 staff-, Handover team. The Team Leader will coordinate across all tiers, maintain high service standards, and ensure compliance with client-specific turnaround times (TATs), documentation, and billing accuracy.

This leadership role requires a dynamic, analytical, detail-oriented professional who can manage high-volume, time-sensitive deliverables, foster team performance, and serve as the key liaison between internal teams and executive management.

Team Structure Oversight:

• Team Leader – Property Handover and Administrative staff
• Handover team- comprising of 2 upto 5 staff
• A minimum of 2–3 Administration Executives

Key Responsibilities:

Employment Description

The Team Leader will have an overall understanding of the business's products or services- Developer and property Handover services- for the handover of the property units to end users, summarized as below.

Phase-3 Property Handover Services work with the appointed team, the developer's requirements, the handover strategy, handover packs until the handover of units is achieved.

As Team Leader, the individual will be responsible for the complete management of the day-to-day operations, supervising progress on the various initiatives of the company as per Standard Operating Procedures (SOPs) as such and will also contribute to the long-term planning of the company growth and utilizing of budget, to ensure the best use of the available resources to meet the organizational goals, objectives and achieve organizational excellence.

As Team Leader, you will need to maintain the highest level of communications and customer experience as it is a key contact for all externally to all third parties (Developers), Government entities and internally for all employees as detailed below.

Essential Duties and Responsibilities:

• Manage the day-to-day operations in accordance with SOPs to maximize profitability and efficiency.
• Assist in fine-tuning operational processes and methods while improving the overall efficiency of the team.
• Manage and ensure with staff, Property Handover, timely data collection from Developers, to update checklist requirements (Tech/ Non- Tech related), to achieve submissions to Authorities, receive approvals, NOCs with no errors, and deliver exceptional customer service.
• Review all Projects / Developer Dashboard Reports, Management Reports (Tech / Non-Tech) with Key Account Staff to ensure timely, weekly updates are delivered to key Management teams.
• Equip the new joiners to the team with the knowledge and practical skills to carry out the day-to-day work-related tasks.
• Train members of the team, arranging external training where appropriate.
• Monitors and manages Key Account staff correspondence with external and internal communication.
• Ensure staff are on board throughout the organization, and understand the need for change and what is required of them
• Monitor employee performance and propose improvements
• Facilitate coordination and communication between support functions as and when needed.

• Client Meetings: Conduct handover meetings with purchasers, project teams, and key contacts from the Developer.
• Customer Support: Address and resolve customer inquiries received via email or phone promptly and professionally.
• Document Management: Facilitate the handover of keys, manuals, and other necessary documents to customers, ensuring verification with the Senior Operations Manager and Key Account Manager.
• Transaction Guidance: Assist customers with various transactions, including property transfers, mortgages, visas, land registrations, and pre-registration processes.
• Issue Resolution: Follow up on pending issues with internal teams and keep customers updated on their transaction status.
• Service Quality: Ensure that the handover process meets the highest service quality standards.
• Clarification: Explain the Property Handover process and transaction timelines to customers, addressing any queries they may have.
• Visit Coordination: Plan and manage the schedule for client unit visits.
• Document Verification: Ensure that all customer-submitted documents meet the required standards for property transactions.

• Project Research: Conduct thorough research on assigned projects using project information sheets, contract study sheets, and FAQ sheets.
• Coordination: Review and coordinate client and project unit details according to the Handover Checklist.
• Handover Structure: Develop and manage handover structures and packs to ensure smooth unit handover operations until completion.
• Communication: Provide clear and concise updates to clients and developers regarding their project's progress.
• Record Keeping: Maintain accurate records of:
• Units conducted for home orientation
• Units handed over
• Management Information System (MIS) updates, and share these with the management team.
• Documentation Management: Ensure that all correspondence with customers is properly updated and stored in the shared drive for team access.
• Status Updates: Regularly update customers on the status of their requests and any issues.

• Contribute to short and long-term organizational planning and strategy as a member of the management team.
• Play a significant role in long-term planning, including an initiative geared towards operational excellence, ensuring the most efficient use of available resources (human, financial, material) through the long-term planning of workload, schedules, holidays etc
• Develop and define strategic goals to make a significant impact on the growth of the company.
• Review existing processes and policies, SOPs, and recommend improvements as needed in support of organizational goals.
• Formulate new SOP's and implement related/customized procedures for the project to maximize deliverables.
• Monitor adherence to related authorities rules, regulations, and procedures and obtain updated rules and laws for following best practices and to ensure activities remain compliant.
• Monitor, manage, and propose improvements for the efficiency of support services such as IT, HR, Accounts, and Finance.
• Oversee materials and inventory management with the related department and ensure that general office duties are fulfilled.

• Work with Business Development in providing exceptional operational support, once the client is on board, and ensure all deliverables are executed as contracted.
• Attend Business meetings as needed to provide potential clients with an insight to the standard operational practices and deliverables to ensure a positive outcome and onboarding of the client.
• Creation of a positive and enthusiastic working environment.
• Propose improvements, as needed, for the operational systems, processes, and policies in support of the organization's mission, specifically, support management reporting, information flow, and management and organizational planning.
• Assessing employees skills and performance, and on this basis make recommendations for further development, training, and allocations within the organisation.
• Contribute to designing and developing partnerships/collaborations with local and international organisations

• Create, manage, and execute projects within the operational budget, ensuring budgetary discipline.
• Management of executed Developer contractual requirements and execution of related project deliverables
• Plan effective strategies for the financial well-being of the company.
• Plan the use of human resources and ensure operational costs are kept to a minimum, implement and manage operational plans.

• Think strategically - seeing the bigger picture and setting aims and objectives to develop and improve the business
• Work strategically - carrying out necessary planning to implement operational changes/ improvements
• Ensure a positive and enthusiastic working environment
• Excellent communication skills and organisational skills (neat, ordered, and simple systems)
• Pro-active, self-management style with leadership background and qualities of a team player.
• Excellent communication skills (in person, phone, letter, email)
• Ability to build and maintain positive clientele relationships
• Experience with computer systems (superior levels of proficiency with Word and Excel)
• Knowledge of CRM or similar platforms
• Excellent budgeting and negotiation skills
• Comfortable with internet research and search engines/databases

• Implement and audit standard operating procedures (SOPs) for CRM updates, billing cycles, data processing, and project onboarding.
• Regularly review operational checklists, data entry accuracy, documentation quality, and file completeness.
• Conduct weekly and monthly operations audits, reporting gaps, and implementing corrections.
• Identify bottlenecks, propose efficiency improvements, and execute process enhancements.
• Lead implementation of automation tools or CRM enhancements in coordination with tech teams.
• Mitigate operational risks by enforcing compliance protocols and client SLA commitments

• Track KPIs across all verticals—task completion rates, error rates, billing compliance, and documentation accuracy.
• Present operational dashboards and performance summaries to the General Manager.

• Assist top management with ad-hoc reporting, analysis, or operational tasks across different business verticals.
• Maintain a self-disciplined and flexible approach, including availability during extended hours or weekends as business needs require.

Experience 3-8 years