Job Summary;

The Handover & Technical Client Affairs Manager is responsible for orchestrating seamless property handovers, delivering exceptional post-handover technical service, and managing client technical affairs throughout the customer lifecycle.

This role ensures that handover activities are executed flawlessly, technical issues are resolved promptly, and clients receive proactive communication and support that enhances satisfaction and trust.

Reporting to the Client Affairs Director.The Manager collaborates closely with Sales, Construction, Technical, FM, and Customer Service teams to maintain high service standards and to resolve complex technical challenges, especially during the critical handover period.

Job Responsibilities;

• Lead and coordinate all aspects of property handover processes for residential, commercial, and mixed-use assets, ensuring on-time delivery, compliance with service levels, and thorough documentation.
• Serve as the primary point of contact for clients during handover and post-handover technical phases, managing expectations and providing timely updates and resolutions.
• Assess, diagnose, and manage complex technical issues raised by clients, working closely with project, technical, and facilities management teams to achieve satisfactory resolutions.
• Develop, implement, and optimize handover procedures, technical support protocols, and client engagement frameworks to ensure consistency and excellence in client experience.
• Collaborate with cross-functional stakeholders (Sales / Contracts / Technical / FM / Customer Service) to ensure readiness of deliverables (warranties, manuals, compliance documents, snagging reports) prior to handover.
• Oversee snagging and defect resolution processes, ensuring quality standards are upheld and corrective actions are tracked and closed within agreed timelines.
• Manage client technical affairs, including escalation handling, warranty claims, service requests, and coordination of specialized technical resources as needed.
• Maintain accurate records of client interactions, technical issues, service requests, and resolutions in CRM/FS systems; provide periodic reports and insights to leadership on patterns and improvement opportunities.
• Monitor client satisfaction related to handover and technical support functions and lead initiatives to continuously improve performance, service delivery, and overall client experience.
• Train and mentor client care associates and support staff on handover workflows, technical issue handling, and client communication best practices.

Job Requirements;

- Education:

• Bachelor’s degree in Engineering (Civil, Mechanical, Electrical), Construction Management, Architecture, or a related field.
• Professional certifications in project handover, customer experience, or quality management are a plus.

- Previous Experience:

• 10-13 years of progressive experience in real estate operations, project handover, technical client support, or facilities management.
• Proven experience in managing property handovers, defect/warranty processes, and customer technical affairs in large residential or mixed-use developments.

- Special requirements:

• Strong understanding of construction delivery, MEP systems, building services, and defect management.
• Excellent client communication and relationship management skills, with the ability to handle escalations tactfully.
• Solid project coordination and problem-solving skills, with the ability to work across functions and drive resolution.
• Customer-centric mindset with high attention to detail and commitment to service excellence.

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