Real Estate Human Resources

Human resources (HR) plays a key role in modern organizations and businesses, be they private sector, public sector or voluntary. This human resources diploma course covers diverse topics in HR, from the role of the human resources manager and how to recruit, select, train and assess employees, to employee motivation, employee-employer relations, and how to manage change within an organization.

Modules

Day 1 — HR Foundations, Org Design & Workforce Planning

• Objective: Establish a compliant, business-aligned HR operating system for developers, brokerages, PM/FM.
• Outcomes: HR charter, org map by function, 12-month workforce plan, core policy pack.

Core Modules

• HR’s role across developer/broker/PM/FM
• Org design (Sales, Marketing, CX, Call Center, Leasing, PM/FM)
• Headcount planning & budget (pre-launch → launch → post-handover)
• Role profiles & competency models
• Policy framework (attendance, travel, events/site safety)
• Labor-law essentials & documentation hygiene
• HR governance (HRBR, Talent Review, Pay & Policy audit)

Activities

• Map current org & gaps; build 12-month workforce plan
• Draft policy index; compliance risk scan

Tools/Deliverables

• Org chart template, competency matrix, workforce planner, policy index, governance calendar

KPIs

• Vacancy rate, time-to-approve HC, policy adherence %, audit findings

Day 2 — Talent Acquisition + Onboarding & Ramp

• Objective: Build a high-yield hiring engine and accelerate time-to-productivity.
• Outcomes: Sourcing mix, scorecards, interview loops, offer pack, 30/60/90 onboarding.

Core Modules

• Sourcing mix (referrals, LinkedIn, campuses, broker pools)
• JDs & success profiles (Sales, Leasing, PM, CX, Call Center)
• Assessment design (role plays, case tasks, cold-call tests)
• Structured interviews & bias control
• Offers, bands, joining bonuses, clawbacks
• ATS usage & SLAs
• Onboarding journeys by function
• Ramp metrics (time to first deal, 3-month revenue)
• Academy calendar, LMS & certification

Activities

• Build sales assessment center; run mock interviews
• Design 30/60/90 for Sales & CX

Tools/Deliverables

• JD pack, interview scorecards, reference check form, offer templates, ATS board
• Onboarding checklists, certification rubric, academy calendar

KPIs

• Time-to-hire, cost-per-hire, offer acceptance %, 90-day survival
• Ramp time, certification pass %, time to first deal

Day 3 — L&D, Coaching, Performance, Rewards & Incentives

• Objective: Lift capability and performance with coaching, KPIs, and ethical incentives.
• Outcomes: Coaching system, KPI scorecards, IDPs, commission calculator, PIP protocol.

Core Modules

• Manager as coach; 70-20-10; microlearning
• KPI architecture by function (CR%, ASP, CAC, NPS, SLA, SNAG TAT)
• Quarterly reviews, calibration, bell-curve governance
• IDPs & succession
• Sales commission design (accelerators, SPIFFs, cancellation clawbacks)
• Non-sales incentives (CX quality, collections, occupancy)
• Pay bands & benefits
• PIP framework & documentation

Activities

• Coaching lab; create scorecards; calibrate ratings
• Build commission calculator with cancellation logic

Tools/Deliverables

• Coaching plan, KPI scorecard pack, review forms, IDP & PIP templates, commission calculator

KPIs

• Post-training uplift, distribution health, cancellation-adjusted payout %, % on-IDP

Day 4 — Employee Relations, Wellbeing, Compliance + HR Ops, HRIS & Analytics

• Objective: Reduce risk, raise trust, and digitize HR for data-driven decisions.
• Outcomes: ER playbook, wellbeing plan, HR service catalog, dashboards, data dictionary.

Core Modules

• ER diagnostics; grievance-to-resolution workflow
• Disciplinary matrix; investigations; documentation
• Wellbeing for launches/shifts/site work; D&I & respectful workplace
• Leave/overtime/travel policies; offboarding & knowledge transfer
• HR service desk & SLAs; payroll accuracy & audit trail
• HRIS data model & governance
• People analytics (hiring, ramp, productivity, attrition, eNPS)
• Dashboards by project/channel/team; automation (e-sign, compliant attendance)

Activities

• ER case simulation; wellbeing micro-policy
• Design HR SLA sheet; build People Dashboard; draft data dictionary

Tools/Deliverables

• ER case log, disciplinary matrix, wellbeing plan, exit interview guide
• HR process map & RACI, SLA catalog, dashboard templates, data dictionary

KPIs

• Grievance closure time, absenteeism, overtime cost, regretted attrition %
• Ticket SLA compliance, payroll error rate, data completeness, manager NPS

Day 5 — Commercial Ops HR Specializations 

• Objective: Align HR to revenue-critical operations across Sales/Launch, Brokerage, CX/Call Center, and PM/FM.
• Outcomes: Specialist playbooks, scorecards, and ready-to-deploy kits for each vertical.

Core Modules

• Launch & event staffing models (rota, daily huddles, floor coaching)
• Lead routing fairness & compliance (rules, audits, transparency)
• Commercial governance (channel conflict rules, incentive ethics, contest governance)
• Quality assurance model (QA rubrics, calibration, mystery audits)
• Shift/roster planning & fatigue management (24/7 ops, adherence)
• Cancellation control & clawback policy (triggers, approvals, monitoring)
• Partner & vendor management (MOUs, SLAs, QBR cadence, scorecards)
• Customer communication & escalation SOPs (pre-sales → handover → operations)
• Data & dashboards (CR%, ASP, CSAT/NPS, SLA, SNAG TAT, cancellations)
• Conduct, safety & ethics (site, events, VIP handling, documentation)

Activities

• Build the Unified Commercial HR Playbook (staffing, routing, QA, escalation, incentives, partner governance).
• Design a cross-functional RACI and service blueprint for lead → sale → handover → ops.
• Draft Cancellation Control SOP and integrate clawback logic with payroll.
• Create Broker/Partner MOU & QBR templates; define termination & blacklisting standards.
• Assemble a Launch Day Command Center kit (rosters, checklists, scripts, issue log).
• Run a QA calibration lab and an escalation role-play (VIP/critical incident).

Tools / Deliverables

• Unified playbook (Word), cross-functional RACI, service blueprint (Visio/Miro),
• Roster planner & adherence sheet, QA rubric & calibration pack, escalation tree,
• Cancellation control SOP, contest rulebook, commission & clawback calculator,
• Commercial HR dashboard template (Power BI/Excel).

KPIs

• Commercial: Lead-to-deal CR%, ASP, revenue/agent/day, cancellation %.
• CX Quality: CSAT, NPS, FCR, AHT, adherence %.
• Ops Reliability: SLA compliance %, SNAG TAT, complaints/100 units, overtime %.
• Partner: Active brokers %, deals/broker, payout %, partner complaint rate.
• People Health: Absenteeism, regretted attrition, training hours/employee, certification %.

Program Handouts:

• Org chart & workforce plan calculator
• JD & competency matrix (Sales, CX, PM, Leasing, Call Center)
• Interview scorecards, assessment center pack, offer & reference templates
• Onboarding 30/60/90, academy calendar, certification rubric
• KPI scorecards, review forms, IDP & PIP
• Commission calculator (accelerators, clawbacks)
• ER case log, disciplinary matrix, wellbeing plan, exit guide
• HR SLA catalog, HR process map & RACI, people analytics dashboard, data dictionary
• QA rubric, escalation tree, shift roster planner