Job Description
The Operations Manager Real Estate Market Inspection plays a pivotal role in steering and enhancing inspection operations through both field activities and digital/social media channels. This mid-career position encompasses comprehensive oversight of planning, productivity metrics, manpower allocation, quality assurance processes, complaint resolution mechanisms, and a continuous improvement framework. As a vital leader within the organization, the Operations Manager is tasked with fostering operational excellence while ensuring the consistent achievement of regional and channel-specific targets across multiple markets. This role demands adept strategic planning abilities, a strong foundation in workforce management, and the capability to effectively communicate with various stakeholders. Additionally, the Operations Manager must leverage both analytical insights and operational feedback to drive performance enhancements and meet the evolving demands of the real estate inspection landscape.
Job Requirements
- A Bachelor's degree in Business, Operations, Engineering, or a closely related field.
- 57 years of extensive experience in operations management, with a strong focus on inspection and compliance operations.
- Proven expertise in manpower planning, resource allocation, and achieving performance targets.
- Demonstrated experience working with distributed teams and utilizing digital inspection tools.
- Strong analytical capabilities with proficiency in Excel and Business Intelligence (BI) tools.
- An understanding of regulatory requirements pertaining to inspection processes.
- Familiarity with Lean or Six Sigma methodologies is highly preferred.
- Excellent leadership qualifications, including experience in team development and motivation.
- Proven track record in managing customer complaints, implementing service recovery frameworks, and enhancing operational efficiency.
- Outstanding communication skills, both verbal and written, for effective stakeholder engagement.
Job Responsibilities
- Develop and implement annual, quarterly, and monthly operational plans aligned with organizational goals.
- Set, communicate, and monitor inspection targets by region and channel to ensure accountability and performance optimization.
- Analyze market demand trends, adjusting operational plans to ensure responsiveness and efficiency.
- Create and maintain operational dashboards and reporting frameworks to evaluate performance metrics.
- Develop optimal manpower distribution models and oversee resource scaling decisions based on inspection volume.
- Monitor workforce utilization, adjusting workload and shift planning to meet operational needs.
- Supervise daily operations for both field and electronic inspectors, ensuring adherence to Service Level Agreements (SLAs) and quality benchmarks.
- Identify and resolve operational bottlenecks through timely intervention and corrective actions.
- Lead quality control efforts to guarantee that all inspection outputs are accurate and compliant with established standards.
- Create and maintain Standard Operating Procedures (SOPs) while conducting onboarding and continuous training for operational staff.
- Conduct in-depth analysis of customer complaints, utilizing findings to implement service recovery strategies and improve operations.
- Oversee electronic inspection teams, optimizing manpower distribution and enhancing digital workflows for efficiency.
- Collaborate with IT vendors to support the continuous enhancement of digital inspection systems.
- Produce comprehensive weekly and monthly reports and dashboards for senior management review.
- Conduct root-cause analysis for any identified underperformance and recommend data-informed solutions to optimize operations.
- Cultivate and maintain strong relationships with clients, regulators, and internal stakeholders, ensuring transparent communication regarding operational risks and achievements.
Required Skills
- Deep knowledge of operational planning and execution strategies.
- Expertise in manpower utilization and zonal planning within inspection operations.
- Strong acumen in quality assurance and compliance monitoring methodologies.
- Proficiency in managing both field force and digital team dynamics.
- Comprehensive understanding of training and development best practices tailored to operations within the inspection sector.
- Exceptional skills in customer complaints handling and service recovery strategy implementation.
- Strong capabilities in data-driven decision making and interpretation.
- Excellent leadership skills, with proven experience in stakeholder communication and relationship management.
- Proficient in developing and interpreting performance metrics and KPIs to drive operational success.
