Head of Aftersales Service & Juristic Management

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.

Additional Information

• Work arrangement: onsite
• Employment type: full_time