Head - Residential Asset Operations

Job Summary Manage residential property handovers, oversee inventory and defect rectification, coordinate strata subdivision approvals, and prepare budgets and pre-opening plans for luxury hotel residential projects, ensuring compliance with governance frameworks and agreements. Key Responsibilities Pre-TOP • Advise the project team on workmanship,maintainability, and potential defects from the perspective of purchaser's acceptance and operations. • Establish the governance framework and process structure, workstreams, milestones and reporting protocols required for handing over the residential units and the inventory management. • Ensure that all required systems, service contracts, vendors, standard operating procedures, records and statutory documentation are in place before opening. Purchaser Handover and Defect Management • Plan and oversee the handover of residential units to purchasers in accordance with the Sale and Purchase Agreement and applicable regulatory requirements. • Implement structured handover, resident onboarding, key collection and defect-management processes that provide a consistent, high-touch purchaser experience. • Coordinate unit inspections, defect rectification, closure tracking and communications among purchasers, the project team, contractors, consultants and appointed managers. • Oversee the upkeep, security and condition of completed but vacant or unhanded-over units to minimise deterioration and protect asset value. Strata Subdivision and Year 1 MCST Formation • Preparations for strata subdivision and the formation of the MCST, including budget, share-value allocation, statutory timelines and submission. • Establishment of good governance, operating procedures, financial arrangements for the residential common areas, common property in accordance with the Building Maintenance and Strata Management Act 2004 and related requirements. • Ensure the orderly transfer of responsibilities, records, funds, contracts and assets to the appointed residential manager and property manager and to hold the 1st AGM of the MCST at the appropriate stage. Branded Residences and Hotel Integration • Coordinate the operational integration of WResidences and W Hotel while maintaining clear accountability, service standards and regulatory compliance. • Define and manage shared services, shared facilities, access arrangements, cost-allocation principles and operating protocols between the hotel and residences. • Work closely with the Residential Manager and Property Manager to deliver the W brand standards and a seamless luxury resident experience. Residential Operations and Service Excellence • Provide owner-side oversight of the appointed Residential Manager and Property Manager, including performance,service standards, compliance, budgets and contractual obligations. • Provide guidance for the Residential Care Team in delivering responsive, high-touch and concierge-level services to purchasers and residents. • Develop service standards, escalation protocols, performance indicators and reporting processes to support consistent operational excellence. • Build constructive relationships with residents, residential manager, property manager and other stakeholders,resolve complex operational issues and protect the reputation of the development and the owner. Financial Management, Risk and Compliance • Define scopes of work, support procurement and contract administration, and monitor operating expenditure and financial performance. • Ensure compliance with the Building Maintenance and Strata Management Act 2004, the Housing Developers (Control and Licensing) Act 1965, fire-safety requirements, BCA requirements and otherapplicable laws, regulations and contractual obligations. Requirements • At least 15 years of relevant experience in managing branded residences development from pre to post TOP. • Demonstrate experience in pre- and post-TOP planning, purchaser handover, defect management, operational mobilisation and MCST formation. • Strong working knowledge of the Building Maintenance and Strata Management Act 2004, the Housing Developers (Control and Licensing) Act 1965, and building codes and regulations and requirements. • Degree in Real Estate or equivalent. • Excellent stakeholder-management, good communication, influencing skills, with sound judgement and high emotional intelligence.