Operational Excellence Manager - Real Estate

Job description / Role

We are looking for someone who can improve and modernize all customer-related operations after property sales. This role focuses on making processes faster, more digital, and more efficient, while ensuring customers have a smooth experience. The ideal candidate should understand real estate operations well, know how to use Salesforce CRM, and be able to turn manual tasks into automated, digital solutions.

Main Responsibilities

• Manage all post-sales activities such as issuing SPAs, handling payments, managing defaults, resolving customer complaints, and ensuring compliance.
• Lead digital transformation by automating manual tasks to improve accuracy, speed, and customer experience.
• Oversee and enhance Salesforce CRM to ensure workflows, dashboards, and reports are fully optimized.
• Work with IT, sales, finance, and legal teams to create simpler, digital processes.
• Review and redesign existing processes to reduce delays and improve service quality.
• Ensure all operations follow UAE real estate regulations (ADM, DARI, etc.).
• Set and monitor KPIs related to collections, customer service, defaults, and automation.
• Guide and mentor the post-sales team, driving innovation and continuous improvement.
• Act as a change leader, promoting a culture of digitization and customer-first service.

• Bachelor’s degree in Business, Real Estate, or a related field (Master’s is a plus).
• 5–8 years of experience in real estate post-sales operations, including 3+ years in a leadership role.
• Strong knowledge of SPAs, collections, defaults, and customer complaint handling.
• Hands-on expertise with Salesforce CRM and automation tools.
• Experience in digital transformation or process automation projects.
• Strong leadership, communication, and problem-solving skills.

About the Company

Service

Our aim is to provide our clients and candidates with a consistent, quality service that goes beyond the norm, giving them peace of mind and complete trust in our ability to meet their needs.

Knowledge

Big Fish consultants specialise in their fields and have extensive experience in the region and beyond. We take pride in our knowledge and network and believe that our relationships are built on trust and integrity and are made for the long term.

Care

At Big Fish, as well as caring for the people we work with, we also care about the world and environment we live in, that's why Big Fish support initiatives that promote human welfare, environmental protection and sustainability.