Operations Manager / Facility Manager

Role overview

This position acts as the key coordination hub between Segrex Development LLC, its clients, the construction partner, and the facility management company. The role combines two major responsibilities: leading the client service function for communication and handover support, and managing the complete snagging and defect-closure process to ensure issues are logged, followed up, and resolved before and after handover.

Client relations and customer service

• Guide and supervise the customer service team handling client communication throughout the sales and handover stages.
• Ensure day-to-day client queries are answered quickly, professionally, and with accuracy.
• Monitor the issuing of payment reminder notices, instalment schedules, and payment confirmation letters.
• Coordinate the drafting and release of handover notices, NOC letters, completion certificates, and other client documents.
• Keep customer records and communication histories updated correctly in the CRM.
• Handle escalated complaints and disputes with support from the legal and sales teams.
• Track team performance using KPIs such as turnaround time, resolution rate, customer satisfaction, and document accuracy.
• Train and support new team members on internal processes, communication standards, and documentation practices.

Snagging and defect rectification

• Take ownership of the full snagging cycle for all units and serve as the main point of contact between the construction company and the facility management company.
• Organize and carry out pre-handover snagging inspections for every unit, including defect reports supported by photographs.
• Issue snagging lists to the construction team and monitor every open item until closure.
• Follow up consistently with the contractor to ensure rectification work is completed within the agreed timeline.
• Work with the facility management company to confirm that common areas, building systems, and unit infrastructure are ready before handover.
• Re-inspect units after rectification to confirm that all issues have been resolved to the required standard before sign-off.
• Maintain an up-to-date snagging tracker with live status information for each unit, available to management.
• Arrange joint inspections with clients during handover and manage defect claims raised during the warranty period after handover.
• Escalate any unresolved structural or system-wide issues to the Managing Director and relevant technical teams.

Cross-functional coordination

• Serve as the operational link between Segrex Development, the main contractor, and the appointed facility management company.
• Participate in site meetings and handover coordination discussions with construction and FM teams.
• Maintain handover timelines for each unit and align client readiness, construction completion, and FM setup.
• Prepare weekly management updates covering customer service performance, snagging status, and the handover pipeline.