Real Estate Business Support Manager

Mission

The Business Manager, acting as an individual contributor, involves taking on both managerial and hands-on responsibilities in managing administrative tasks related to customer interactions. It is not only responsible for managing administrative tasks but also for providing leadership and strategic input to enhance the overall business support function. The ability to balance hands-on tasks with managerial responsibilities is crucial for the success of the team and the satisfaction of customers.

Key Accountabilities

1. Customer Data Management (if needed):
- Oversee the creation and maintenance of customer records in the database.
- Ensure data accuracy, completeness, and adherence to data protection regulations.
- Train and support team members or junior staff in effective data management.
2. Offer and Contract Management:
- Collaborate with sales teams to manage customer offers and pricing.
- Handle the drafting, negotiation, and execution of customer contracts.
- Ensure contracts comply with legal and regulatory requirements.
- Monitor contract timelines, renewals, and amendments.
3. Invoicing and Billing (if needed):
- Oversee the generation and issuance of invoices to customers.
- Validate invoice details, including pricing, discounts, and terms.
- Address complex billing inquiries and discrepancies.
- Work closely with finance to ensure accurate and timely billing processes.
4. Timesheet and Reporting Oversight (if needed):
- Remind and encourage technical staff to submit accurate and timely timesheets for each project.
- Verify the completeness and accuracy of timesheets and reports before submission to clients.
- Address any discrepancies or missing information in collaboration with technical teams.
5. Customer Interaction:
- Act as a point of escalation for complex customer inquiries and issues.
- Provide high-level support to ensure customer satisfaction.
- Foster positive customer relationships through effective communication.
6. Team Collaboration and Training:
- Collaborate with cross-functional teams, such as business development, operations, marketing, and finance.
- Provide training and support to team members on customer service processes and administrative tasks.
- Promote a collaborative and productive team environment.
7. Process Improvement:
- Identify opportunities for process improvement within the customer service and administrative functions.
- Implement changes to enhance efficiency and effectiveness.
- Seek feedback from team members for continuous improvement.
8. Reporting and Analysis:
- Generate and analyze reports related to customer service performance, contract management, and billing.
- Provide regular updates to senior management on key performance indicators.
- Use data to identify trends, opportunities, and areas for improvement.
9. Customer Satisfaction Enhancement:
- Implement strategies to enhance overall customer satisfaction and loyalty.
- Gather customer feedback and recommend improvements to products or services.
- Develop and implement initiatives to exceed customer expectations.
10. Compliance and Risk Management:
- Ensure compliance with relevant laws, regulations, and company policies.
- Identify and mitigate risks associated with customer contracts and billing processes.
11. Individual Contributor Leadership:
- Demonstrate leadership through effective decision-making and problem-solving.
- Lead by example in providing exceptional customer service and attention to detail.
- Actively contribute to the achievement of team and organizational goals.

Education

Qualifications

- Strong background in customer service is essential. Direct experience dealing with customers, understanding their needs, and resolving issues is crucial.
- A good understanding of the products or services offered by RINA is important. This knowledge helps in providing accurate information and solutions to customers.
- Efficient time management is important to handle multiple customer inquiries and issues simultaneously. Prioritization of tasks is crucial to ensure timely resolution.
- Familiarity with business support tools, customer relationship management (CRM) systems and other relevant technology tools is often required for tracking customer interactions and providing efficient service.
- Experience in collecting, analyzing, and utilizing customer feedback to drive improvements in service delivery.

Competencies