Job Summary

Knight Frank is in the midst of a dynamic growth and a transformation phase within its MENA Residential business. This requires an energetic operations solution provider to join our fast-paced team. They will have a background in real estate and preferably in transactions. They will be adaptable to varied challenges and be able to quickly re-prioritise based on the situation. Being a people person is key with excellent communication skills to all stakeholders. They will be direct and apply themselves to obtain results. This person will implement the strategic plans of the team and support its agency colleagues to achieve results.

Responsibilities

• Develop and manage a framework for financial KPI\'s to monitor and enhance the finance performance of Dubai Prime Residential.
• Ability to translate and analyse various types of data, including financial data, sales data and other relevant datasets.
• Work alongside the Marcom, Compliance, Data, Client Care and People team in implementing efficient operational processes and customer service initiatives.
• Support the department\'s strategic objectives.
• Develop a positive solution provider culture that delivers operational objectives and initiatives.
• Review performance of SLAs and minimum standards, Implement Best Practice.
• Advise and train on best practice regulations and procedures including any legislative changes.
• Review survey and mystery shop reports and provide feedback as required.
• Engage with other global operations to share best practice and enhanced ways of working.
• Deliver training into the Dubai Prime team and wider business.

Prime Residential People, working with the People team to deliver:

• Provide inductions for those joining the Dubai Prime team.
• Assimilate RERA training and broker cards.
• Assist with profiling candidates for recruitment.
• Ensure all mandatory training is undertaken.
• Provide required pastoral care to the Dubai Prime agency team.
• Tracking of individual team member performance and develop action plans for improvement.
• Motivate and track referrals.
• Develop KPIs linked to the above.

Database / Systems Management:

• Oversee a team of 1 data inputter.
• Oversee the correct inputting of data onto the systems.
• Make suggestions on enhancements.
• Ensure there are the necessary IT infrastructure, systems and processes in place across all business areas including Global Life, Working Life Recruiting, Learning Life, and Hub - where applicable.
• Ensure there is a data management plan in place with the support of KFME.
• Promote and help evolve the key databases i.e. Hub and Folio by building a thorough knowledge and use of the relevant systems, promote their use by our teams and coordinating the implementation with the support teams.
• Ensure leads are allocated fairly into the relevant team / person.
• Develop KPIs linked to the above.
• Develop data tools and reports to present insights and facilitate decision-making processes.
• Identify patterns, trends and correlations within the data to gain valuable insight into profit and loss drivers.

Marcoms, working with the Marcoms team to deliver:

• Work with of a team comprising 2 marketers.
• Co-ordinate between Dubai Prime marketing and regional marketing team to enable better use of websites and social medial.
• Client databases and segmentation co-ordination.
• Ensure all third party portals are up to date with listings.
• Maintain quality of photography and videography.
• Ensure KF policies relating to brand and social media are adhered to.
• Ensure legislation relating to real estate advertising and marketing are being adhered to.
• Develop KPIs linked to the above.

Compliance, working with Compliance team to deliver:

• Ensuring that all KF compliance programs and policies (including but not limited to the KF Anti-Money Laundering Policy, KF Anti-Bribery and Corruption Policy) are adhered to throughout the department.
• Ensuring that all compliance trainings required for the team are completed in a timely manner.
• Reporting any breach, suspected breach to legal and compliance.
• Coach agents on the needs and requirements.
• Develop KPI\'s to track all the above.

CX, working with Client Care to deliver:

• Working with global best practice team ensure that standards are exceed and training is undertaken.
• Delivers mystery shopper feedback and develop team to improve service levels.
• Ensure engagement with surrounding services lines: Mortgages, Interior design and ensure that client are efficiently referred.
• Develop KPI\'s to track all the above.

CRM training:

• Advocating the benefits and best practices of applications used in the firm. The role requires a full understanding of the systems and the business processes they support, and this information needs to be clearly articulated to end users who have a broad range of technical confidence at all levels of the company.
• Activities will cover planning, developing and delivering systems training via workshops/presentations/one-to-one sessions - delivered via classroom and on-line in partnership with other systems support departments.
• Knight Frank utilises numerous enabling platforms Hub, Raptor, IntraHire, Folio. These platforms span the whole of the firm and much of the training time is spent working to ensure teams are aware and implement.
• Providing support and training on KF systems. Training new joiners to use the basics of Knight Frank systems & hub, taking responsibility for follow up training.
• Understanding business processes, needs and problems and ensuring systems usage is linked with these processes.
• Composition and delivery of classroom and online sessions, workshops to groups of end users and also on a one-to-one basis.
• Writing training support materials, quick reference guides, and lesson plans.
• Answering \'how do I\' questions from the firm, by telephone, email, in-person.
• Develop KPI\'s to assess progress with the above.

Team:

• Ability to communicate and influence key stakeholders from different departments.
• Be an Ambassador for Knight Frank.
• Recruit, train and mentor business support team members.
• Regular coaching (including \'in the moment\') and 1:1\'s (monthly/quarterly) to provide clear feedback on performance and behaviour.
• Support development and career progression to produce best in class teams.
• Provide clear and simple objectives aligned with the operations, regional and divisional plan.
• Regularly review team KPIs to put action plans in place.
• Ensure that KF culture aligns with our values and behaviours which comprise:

Value the individual

• Recognise the strength in difference.
• Be responsive to the needs of others.
• Communicate in a transparent, honest and authentic way.
• Value everyone\'s contribution & celebrate their successes.

Collaborate to succeed

• Embrace & share the power of teams.
• Harness and encourage diversity to deliver the best results.
• Be responsible and accountable for your contribution.
• Take pride in collective progress.
• Constructively challenge to raise the bar.

Make the difference

• Bring positive energy.
• Be ambitious, push yourself to be the best you can be.
• Care about getting it right.
• Add value through insight; apply your knowledge.
• Create the future, don\'t wait for it to happen.

Commit to partnership

• Act with integrity to earn trust.
• Broaden your perspectives; think bigger picture.
• Commit to sustaining partnerships for the long-term.

Professional Experience and Personal Skills Profile

Qualifications/Education Required

• Training Qualifications or a relevant degree in education preferable.

Expected/Desirable Experience and Systems/IT competence

• Minimum 2 years\' experience training IT systems with a good level of exposure to business processes and/or operational experience of working within the property industry.
• Previous experience working with data sets and systems within a property or similar sales-driven environment.
• Experience of composing and delivery of classroom and online sessions, presentations /workshops/ training essential.
• Hands-on software troubleshooting and product support experience.
• Experience of developing training materials specifically for delivery via eLearning.

Aptitudes/Skills Required

• Strong problem-solving skills and the ability to work independently and as part of a team.
• Ability to effectively communicate complex data insights into stakeholders in a clear and concise manner.
• Pro-active and self-motivated with a passion for leveraging data to uncover opportunities and optimise financial performance.
• 3 years+ experience in a similar operations, administration or secretarial role preferred.
• Proficient with Microsoft office packages.
• Flexibility, adaptability and a co-operative attitude.
• Calm under pressure.
• Excellent standard of English grammar and spelling.
• Diligent and efficient.
• Strong attention to detail.
• Excellent time and diary management skills.
• The role relies heavily upon inter-personal skills, an approachable personality along with the ability to persuade and \'sell-in\' (using a range of training methods) the vision of getting the business to make better use of technology. However, a solid grounding and grasp of technical concepts will also be required.
• High level of drive and motivated to go the extra mile to deliver key messages. Ability to work independently and in a team.
• Excellent oral communication/presentation skills and hands-on problem-solving skills.
• Keen/quick learner - flexible and adaptable regarding learning and understanding new technologies and business processes.
• Aptitude to become quickly competent in all the required systems and other new technologies/systems as and when necessary.
• Aptitude to quickly become familiar with Knight Frank procedures and best practices and ensure all training messages refer consistently back to these.
• Ability to train staff from the most junior to the most senior on-line, face-to-face, one-to-one, classroom style (i.e., up to at least 10 people at once) and presentations for many. Also experience with, and ability to operate/train via, interactive training systems such as MS Teams, GoToMeeting and WebEx. Ability to produce supporting training materials when required, sometimes at short notice.
• Enthusiastic, persuasive, approachable, and determined. They should have gravitas/confidence and be able to think quickly and instruct effectively on an unstructured basis if required. They need to be able to respond and offer solutions when unexpected questions arise.
• Ability to lead workshops with end-users and explain technical concepts to non-technical users.
• Ability to effectively prioritise and execute tasks in a high-pressure, and sometimes unforgiving, environment.

Knight Frank