Head of Operations

Company Description

Founded in China in 1981 and established in Dubai for over 10 years, DGM Investment is a community-focused investment group. Specializing in real estate and natural resource investments, property management, and financial consulting, DGM Investment provides end-to-end services covering development, brokerage, property & facilities management, community operations, vacation homes, legal, and marketing. With investments in over 12 local companies, we aim to build thriving communities and sustainable value.

Role Description

This is a full-time on-site role located in Dubai for a Head of Operations - Owners Association. The Head of Operations is responsible for the end-to-end management and governance of the Owners Association's portfolio of residential and commercial properties. This role ensures operational excellence, regulatory compliance with RERA/DLD, financial sustainability, and community well-being. The position requires strategic foresight, robust execution, and a stakeholder-first mindset to preserve asset value and enhance owner/tenant satisfaction.

The Head of Operations will act as the primary authority for OA operations, reporting directly to the CEO, and will be held accountable through structured KPIs, financial metrics, and community satisfaction benchmarks.

1. Strategic Management

Responsibilities

• Draft and implement a 3–5-year operations strategy aligned with community needs, market trends, and RERA compliance.

• Prepare and submit annual business plans covering budgets, reserve fund requirements, staffing, and vendor strategies.

• Conduct quarterly reviews to track execution of strategic initiatives.

• Identify cost optimization and innovation opportunities (smart technologies, digital systems, sustainability).

KPIs

• Annual strategy submitted and approved by CEO/Board by end of Q1.

• ≥ 90% of planned initiatives delivered within agreed timelines.

• Reserve Fund Studies updated every 3 years as per RERA standards.

• Operational cost savings ≥ 5% annually through efficiency measures.

2. Operations & Administration

Responsibilities

• Oversee daily property management (maintenance schedules, vendor services, facilities upkeep).

• Implement SLA-driven maintenance systems with digital tracking.

• Establish a central complaint handling process with defined turnaround times.

• Ensure OA rules enforcement with warning/penalty escalation processes.

• Produce monthly operational reports, AGM/EGM agendas, and meeting minutes.

KPIs

• ≥ 95% maintenance requests closed within SLA (24–72 hrs).

• ≥ 90% of preventive maintenance tasks completed on time.

• Complaints resolved within 5 working days (≥ 90% cases).

• AGM/EGM documentation issued within 5 working days post-meeting.

3. Regulatory Compliance

Responsibilities

• Ensure strict compliance with Dubai Land Department (DLD) and RERA regulations.

• Prepare and submit annual audited financial statements.

• Maintain accurate community records (budgets, service charge schedules, vendor contracts, title deeds).

• Coordinate with RERA during community health checks, compliance audits, and inspections.

KPIs

• Zero regulatory fines or warnings from DLD/RERA.

• 100% on-time submission of budgets, financials, and annual returns.

• Audit queries resolved within 30 days.

Qualifications

• Operations Management and Analytical Skills
• Team Management and Communication skills
• Experience in Budgeting and financial planning
• Strong problem-solving and decision-making abilities
• Ability to work on-site and collaborate with diverse teams
• Bachelor's degree in business administration, Management, or related field; advanced degree preferred
• Proven experience in a similar role within the real estate or property management industry is a plus