Job Context

Bay Developments Ltd. is seeking a proactive, experienced, and strategic professional to join as Deputy Manager / Manager – Client Support Team. The role will provide leadership in managing client relationships, overseeing client support operations, coordinating cross-functional teams, and ensuring excellence in project and post-handover service delivery across multiple high-end real estate projects.

The successful candidate will lead the Client Support Team, manage key client relationships, drive timely resolution of issues, oversee service quality and commercial matters, and ensure effective coordination between clients and internal departments.

Key Responsibilities

Leadership & Team Management

• Lead, manage, and provide strategic direction to the Client Support Team across multiple assigned projects, ensuring consistent service quality and timely delivery.
• Establish client service priorities, monitor team performance, and ensure effective execution of client commitments across projects.
• Set team objectives, monitor performance, provide coaching and mentoring, and develop the capabilities of Client Support team members.

Client Relationship & Stakeholder Management

• Develop and maintain strong relationships with key clients, senior management, site personnel, architects, engineers, and other stakeholders.
• Represent Bay Developments Ltd. in high-level client meetings, negotiations, project discussions, events, and other official engagements.
• Ensure professional handling of confidential client information and maintain the company’s reputation and service standards in all client interactions.

Client Issue & Escalation Management

• Act as the primary escalation point for critical client issues, project delays, service concerns, and post-handover matters, ensuring timely and effective resolution.
• Review and analyze client feedback, recurring issues, project performance, and service gaps to identify opportunities for improvement.

Project & Service Delivery Management

• Oversee project milestones, client deliverables, and service commitments, identifying potential risks and implementing appropriate corrective and mitigation measures.
• Provide leadership in post-handover client support, ensuring timely closure of defects, complaints, outstanding works, and other service requirements.

Quality Assurance & Performance Management

• Oversee quality standards of ongoing and completed projects through regular inspections, performance reviews, and corrective action follow-up.

Cross-Functional Coordination

• Lead cross-functional coordination with Design, Engineering, Procurement, Construction, Finance, and other relevant departments to ensure seamless project execution and client service.

Financial & Commercial Management

• Review and oversee financial matters related to interior works, including client billing, costing, variation works, outstanding payments, and credit recovery.

Process & Operational Improvement

• Establish, review, and improve Client Support processes, SOPs, service standards, and reporting mechanisms to enhance operational efficiency and client satisfaction.

Management Reporting

• Prepare and present management reports on client satisfaction, project/service performance, financial matters, key issues, risks, and action plans.

Other Responsibilities

• Perform any other duties and responsibilities assigned by the management as and when required.

Educational Requirements

• Bachelor’s degree from a reputed university, preferably BSc in Civil Engineering or Electrical & Electronic Engineering (EEE).
• MBA is an added advantage.

Experience Requirements

• 8–10 years of relevant experience in client services, project coordination, real estate development, construction, or a related field.
• Minimum 2 years of experience in a supervisory or managerial role.
• Experience in managing multiple projects and client relationships will be preferred.

Additional Requirements

• Age: 35–40 years.
• Strong leadership, interpersonal, and team management skills.
• In-depth understanding of real estate development and project execution processes.
• Excellent English communication skills, both written and verbal.
• Strong analytical, decision-making, and problem-solving abilities.
• Ability to manage multiple projects, priorities, and stakeholders simultaneously.
• Strong client handling, negotiation, and conflict-resolution skills.
• Well-organized, proactive, and detail-oriented.
• Ability to work under pressure and meet challenging deadlines.
• Strong proficiency in MS Office and relevant reporting tools.