Assistant General Manager - Real Estate Management Services

Role Purpose

To lead the end-to-end Real Estate Management Services (REMS) function for residential projects, ensuring a seamless transition from Developer to Residents/Society and subsequently providing expert oversight of society administration, facility management, engineering services, customer complaints and overall property operations. The role will act as the key advisor to the Management and Resident/Society representatives to ensure efficient, compliant, customer-centric and financially sustainable management of the residential community.

Key Deliverables

1. Society Formation, Handover & Transition

• Lead the end-to-end transition of residential projects from Developer management to the Society/Association of Owners.
• Drive society formation, documentation, statutory registrations, asset and document handover and transition of operational responsibilities.
• Establish appropriate governance structures, SOPs, processes and service standards for the newly formed society.
• Ensure smooth handover of common areas, MEP assets, warranties, drawings, statutory documents, contracts and other project-related records.
• Coordinate with internal teams, residents, consultants, vendors and statutory authorities to resolve transition-related matters.

2. Facility Administration & Engineering Services

• Provide strategic oversight of facility management, security, housekeeping, landscaping, MEP, utilities, preventive maintenance and other community services.
• Ensure effective operation and maintenance of all common areas and engineering infrastructure, with focus on safety, reliability, quality and cost efficiency.
• Establish and monitor AMC, vendor management, preventive maintenance and emergency response systems.
• Review facility performance, operating costs, manpower deployment, service quality and adherence to agreed SLAs.
• Provide expert advice on technical, engineering and operational matters affecting the residential community.

3. Resident Experience, Complaints & Society Management

• Establish a robust resident complaint and grievance management mechanism with defined TATs, escalation matrix and closure protocols.
• Monitor recurring complaints and identify systemic issues to improve resident experience and service quality.
• Support the Society/Managing Committee in day-to-day administration, governance, vendor management and operational decision-making.
• Facilitate effective communication between residents, Society representatives, facility teams and the Developer.
• Ensure adherence to applicable statutory, safety, operational and society-level requirements.

4. Governance, Performance & Continuous Improvement

• Act as the subject matter expert and strategic advisor to Management and Society representatives on overall community management and property operations.
• Develop and monitor operational KPIs, SLAs, budgets, service standards and resident satisfaction metrics.
• Drive cost optimisation, process standardisation, technology adoption and continuous improvement across REMS operations.
• Ensure timely identification and mitigation of operational, financial, safety and reputational risks.
• Build a professional, accountable and customer-centric REMS team and ensure effective coordination with internal and external stakeholders.
• Periodically review the overall health of the society and recommend interventions to improve asset value, resident satisfaction, operational efficiency and long-term sustainability.

Key Success Measures

• Timely and smooth Developer-to-Society handover
• Effective establishment and governance of residential societies
• Facility and engineering services operating within defined SLAs and budgets
• Improved resident satisfaction and complaint closure within defined TATs
• Reduction in recurring operational complaints and service deviations
• Effective vendor, AMC and facility cost management
• Compliance with statutory, safety and operational requirements
• Improved asset upkeep, service quality and long-term community sustainability