Community Management Operations Lead

3 weeks ago

Dubai, Dubai, United Arab Emirates Dubai Holding Full time
About Dubai Community Management

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

At DCM, 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. Additionally, we manage iconic districts, including Business Bay, Dubai Land Residences, Jaddaf Waterfront, Dubai Media City, Dubai Internet City, Dubai Studio City, Dubai Harbour, and more.

About the Role

The role holder is responsible for implementing the day-to-day operations of the community relations function, acting as a point of contact to address queries, and ensuring timely invoicing and collection of service charges. The role holder is also responsible for representing Dubai Community Management in the assigned community's owner's association by promoting the community and ensuring owners/occupiers satisfaction in the services provided by DCM in line with DCM's standards and guidelines.

Key Responsibilities
  • External Stakeholder Management
    • Adopt a superior customer service culture in the department by ensuring all investor enquiries are responded to in a professional and courteous manner and uphold the customer service standards of DCM.
    • Provide excellent services to customers and manage key relationships in order to ensure their satisfaction with the provided services and resolution of issues to the customers' satisfaction.
    • Sort and prioritize complaints to the concerned departments, setting response time as per the agreed KPIs and follow up on the closure of the complaints and accordingly update customers.
    • Attend to all customer (investors/owners/residents) feedback and complaints, and prepare action plans to address and resolve all issues.
    • Collaborate with other DCM functions to address investor queries/complaints including channeling maintenance issues, strengthening communication outflow to the communities, and providing input to other initiatives for future planning for the assigned communities.
    • Provide initiatives and suggestions to continue improving Customer Experience at all stages in the lifecycle of the community.
    • Provide owners association management services to jointly owned properties in DCM in alignment with RERA Regulations. Ensure adherence to all rules, legislations, laws, and regulations relating to communities and master communities.
    • Administer even and fair enforcement of the Jointly Owned Property Declaration, including Community Rules, and any Building Management Statement in respect of the Jointly Owned Property law and directions therein.
    • Set out and implement the communication strategy with the investors within the communities.
    • Develop, maintain, and perform regular updates for the customer database to ensure the accuracy of the database of owners and properties in the records and system.
  • Service Charges Collection
    • Manage the collection of community service charges in order to ensure availability of sufficient funds to sustain services to the communities. This includes follow-up calls, follow-up letters, and answering all financial and technical inquiries regarding service charges.
    • Handle invoicing and collections of community service charges and ensure execution in a timely manner so that adequate funds are available for the maintenance and operations of the community common facilities and infrastructure such as landscaping, lakes, public parking, etc.
    • Develop and follow a robust collection system to oversee timely collection of targeted service charges and for prompting follow-up on pending payments and/or non-payment scenarios.
    • Ensure each account has complied with its financial obligations, including the timely budgeting, invoicing, and collections of Service Charges.
  • Additional Responsibilities
    • Develop and oversee the implementation of policies, procedures, and controls covering the Community Management division so that all relevant procedural/legislative requirements are fulfilled while delivering quality and cost-effective service.
    • Ensure appropriate and consistent processes are in place to issue no objection certificates for activities inside the communities in order to ensure compliance with the Community Rules and Regulations at all times in addition to maintaining the safety and security of the communities.
    • Prepare and release MIS reports to provide Management with timely information to monitor the progress of community management initiatives against plan and budget.
    • Implement the Master Community Declarations in all DCM Master Communities.
    About You

The ideal candidate will have the below qualifications and experience:

  • Bachelor's degree in Business Administration or Business Communication or related field.
  • Minimum 5 years of experience in a community management role.
  • Analytical & Time Management skills.
  • Cash flow management.
  • Debit recovery.
  • Planning and organizing resources.
  • Quality Management and Standards.
  • Problem Solving skills.
  • Financial planning and management.
  • Owners' association management.
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. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.

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