Business Operations Lead

PropertyGuru is Southeast Asia’s leading PropTech company, and the preferred destination for over 32 million property seekers monthly to connect with over 50,000 agents monthly to find their dream home. PropertyGuru empowers property seekers with more than 2.1 million real estate listings, in-depth insights, and solutions that enable them to make confident property decisions across Singapore, Malaysia, Thailand and Vietnam.

PropertyGuru.com.sg was launched in Singapore in 2007 and since then, PropertyGuru Group has made the property journey a transparent one for property seekers in Southeast Asia. In the last 18 years, PropertyGuru has grown into a high-growth PropTech company with a robust portfolio including leading property marketplaces and award-winning mobile apps across its markets in Singapore, Malaysia, Vietnam, Thailand as well as the region’s biggest and most respected industry recognition platform – PropertyGuru Asia Property Awards, events and publications across Asia.

For more information, please visit: PropertyGuruGroup.com; PropertyGuru Group on LinkedIn.
Recognised as a Top Employers Certified* organisation, we’re proud to be among the best workplaces in the region—celebrating an inclusive culture of excellence, growth, and well-being. 

This is a one-year contract role that reports to the Director of Commercial, supporting marketplace operations in Singapore. In this role, you will be instrumental in driving business transformation from designing and optimizing business processes to improving operational efficiency. This includes levelling up the customer support experience as well as working closely with the Sales Excellence team to execute initiatives that enhance capability building and streamline processes in a fast-paced, digital-first environment. As part of this business transformation, you will be responsible for designing automation processes tapping on AI tools as well as leading change management. This person would need to work closely with the Product, Data and Engineering team to translate commercial outcomes into scalable solutions.

This role is ideal for someone who is comfortable with numbers and has a problem-solving mindset. In addition, the person should be able to leverage data to identify process improvement opportunities, is strong in stakeholder collaboration and adopts a customer-centric lens.  An understanding of AI solutions and experience in rolling out such initiatives is a plus.

As a Guru you will be accountable for:

• Design Business Processes and Optimize Workflows
  • Review existing business processes, design and implement AI-led process improvements that would enhance efficiency and enable scalability. In addition, you would lead change management initiatives to support teams in this transition.
  • Define and track relevant KPIs to measure the impact of these initiatives. In the longer term, these metrics would be used to evaluate if future improvements are needed.
  • Partner with cross-functional teams (Tech, Sales, Operations) to secure the resources required as well as implement these process improvements and roll-out change management initiatives.

• Enhance Customer Support Channels
  • Map out the current customer journey from their interactions with PropertyGuru to the usage of our platform to design a better customer support experience.
  • With the future end-state in mind, prioritize the list of initiatives (including AI-led automation) that would enhance the overall customer support experience and increase the team’s productivity.
  • Partner with cross-functional teams (Tech, Sales, Operations) to implement the proposed changes that would enable a seamless customer support experience.

• Support Sales Process and Tools Optimization:
  • Collaborate with Tech team to optimize the current set up in Salesforce to ensure that our CRM system supports our sales processes and workflows.
  • Work with Sales Excellence team to level up sales teams’ capabilities, including onboarding and operational excellence. This includes the building of tools and developing self-serve resources.
  • Establish KPIs to measure the effectiveness of these initiatives. In the longer term, these metrics would be used to assess the sales team’s performance.
  • Partner with cross-functional teams (Tech, Sales, Operations) to roll out the proposed initiatives that would enhance current sales processes and workflows as well as increase sales team’s productivity.

What we are looking for:

• Proven years of experience in business operations and sales enablement in a business planning and/or project management role.

• Possesses a proactive problem-solving mindset, capable of identifying and addressing business challenges.
• Exhibits strategic thinking and the ability to understand the big picture, connect the dots while focusing on details to drive business results.

• Strong understanding of business processes, CRM systems (e.g., Salesforce) and performance metrics.
• Excellent communicator, good stakeholder and project management skills.
• Analytical mindset and comfortable with numbers, proficiency in tools like Excel.

Preferred Experience:

• Experience in property tech, SaaS, or digital marketplaces.
• Experience in business transformation projects or sales capability building programs.

Our commitment to you:

• Hybrid flexible working that focuses on outcomes over hours.

• Holistic rewards package covering your financial, physical & mental health.

• Multi-directional career development across all levels.

• Inclusive benefits like equal paternity leave, supporting all employees in work-life balance.
  

At PropertyGuru, you’ll be part of a Top Employers Certified* company that puts people at the heart of everything we do.