Deputy Manager / Manager – Client Support Team

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