Lead - Community Management - Community Management

4 weeks ago

Al Fujairah City, Fujairah, United Arab Emirates Dubai Holding Full time

About Dubai Holding Community Management:

Dubai Holding Community Management (DHCM) is a premium community management services provider under the umbrella of Dubai Holding. Established in 2021, DHCM has quickly become a leader in the industry, offering exceptional services to maintain and enhance residential communities and districts across Dubai.

At DHCM, we believe in creating sustainable and vibrant communities that offer a sense of belonging to residents. Our team of experts provides various services, including community and district management, technical management, and financial management.

Our community and district management services ensure that each community is well-maintained, secure, and operates efficiently. We manage common areas, enforce community rules and regulations, coordinate with local authorities, and respond to residents' concerns promptly and effectively.

We proudly manage a portfolio of prestigious communities, including Bluewaters, City Walk, Port de La Mer, Bvlgari Residences, Jumeirah Beach Residence (JBR), and Business Bay Executive Towers, among others.

About the Role:

The role holder is responsible for providing leadership to the day-to-day operations of the community relations function, acting as the first point of contact to address client queries, and ensuring timely invoicing and collection of services charges. The role holder is also responsible for representing Dubai Community Management in the assigned community's owner's association and managing the association's activities for the betterment of the community and future growth.

The main duties and responsibilities of this role:

  1. Respond effectively and timely to the stakeholders and/or outside agency complaints and inspection reports.
  2. Oversee the provision of excellent services to customers and manage key relationships to ensure their satisfaction with the provided services and resolution of issues.
  3. Sort, prioritize and cascade complaints to the concerned departments, set response time as per the agreed KPIs, and follow up on the closure of the complaints while updating customers.
  4. Direct the team to attend to all customer feedback and complaints, and prepare action plans to address and resolve all issues.
  5. Collaborate with other DCM functions to address investor queries/complaints, including channeling maintenance issues, strengthening communication outflow to the communities, and providing input for future planning for the assigned communities.
  6. Ensure invoicing and collections of community services charges are executed in a timely manner to maintain adequate funds for the maintenance and operations of community common facilities and infrastructure.
  7. Ensure each account complies with its financial obligations, including timely budgeting, invoicing, and collections of Service Charges.
  8. Contribute to the annual operational plans for the assigned communities to accomplish the delivery of business plans for community management services.
  9. Implement the annual operating plan for the assigned community to protect community assets and values.
  10. Develop and oversee the implementation of policies, procedures, and controls covering the Community Management division to fulfill all relevant procedural/legislative requirements while delivering quality and cost-effective service.
  11. Provide Owners Association Management services to all Jointly Owned Properties in DCM in alignment with RERA Regulations.
  12. Ensure adherence to all rules, legislations, laws, and regulations relating to communities and master communities.
  13. Prepare and release MIS reports to provide Management with timely information to monitor Facility Management initiatives against plan, budget, and sales.
  14. Provide initiatives and suggestions to continue improving Customer Experience at all stages in the lifecycle of the community.
  15. Provide leadership within the function, setting individual objectives, managing performance, developing and motivating staff, and providing feedback and appraisal to maximize departmental performance.
  16. Build and promote an organizational culture that encourages innovation and rewards performance that enhances staff motivation and retention.

About you:

The ideal candidate will have the below qualifications and experience:

  1. Bachelor's degree in Facility Management and Owners Association Management.
  2. Master's degree preferred.
  3. Minimum 4 to 6 years of experience, including 2 years in a managerial role in a community management role.

About Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered internal workforce that will help us build a connected city for tomorrow.

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