Handover Executive

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The Handover Executive is responsible for managing the later stages of the customer journey, ensuring a smooth transition from project completion to client delivery. This role involves planning the customer’s home orientation, guiding them through the inspection process, and finalizing the key handover. The executive will address any feedback or comments that arise, ensuring an exceptional service experience that fosters customer loyalty and generates leads for future business.

Job Title: Handover Executive

Department: CRM – Handover

Location: Projects

Reports To: Handover Manager

• Project Transition:
  • Facilitate the seamless handover of projects from development to client delivery, ensuring all deliverables meet or exceed client expectations.
  • Coordinate with internal teams to ensure all project components are completed and ready for handover.
• Client Communication:
  • Serve as the primary point of contact for clients during the handover process, providing regular updates, addressing inquiries, and resolving any issues promptly.
  • Conduct home orientation sessions to familiarize clients with their new property, explaining features, functionalities, and maintenance procedures.
• Documentation Management:
  • Oversee preparation, review, and organization of all inspection and handover documentation, including handover manuals, DLP guidelines, and as-built drawings.
  • Ensure all documentation is accurate, complete, and readily available for clients.
• Customer Relations:
  • Handle customer complaints professionally, providing appropriate solutions and alternatives within established time limits, and following up for full resolution.
  • Maintain positive relationships with clients, addressing concerns and ensuring satisfaction throughout the handover process.
• Stakeholder Coordination:
  • Work closely with contractors, site managers, and other stakeholders to ensure all work meets necessary standards, timelines, and expectations.
  • Coordinate with QA/QC teams to verify units are completed to the highest standards before handover.
• Post-Handover Support:
  • Assist with defect rectification, warranty claims, and client feedback management.
  • Monitor and follow up on all post-handover issues for timely and satisfactory resolution.
• Performance Monitoring:
  • Track and report on KPIs related to the handover process, identifying areas for improvement and implementing corrective actions.
  • Conduct periodic reviews and assessments of handover procedures to enhance efficiency and client satisfaction.
• Training & Development:
  • Provide training and support to junior handover staff and new team members.
  • Stay updated on industry trends, best practices, and regulatory requirements related to handover processes.
• Innovation & Improvement:
  • Continuously seek opportunities to innovate and improve the handover process, implementing new technologies and methodologies.
  • Gather client feedback and use it to drive improvements in service delivery and customer satisfaction.

Seniority Level: Entry level

Employment Type: Full-time

Job Function: Business Development and Sales