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Department Definition
As part of Expo City Dubai, the Community Management Division is responsible for providing world-class community services and customer satisfaction, in addition to managing all operational aspects of the Expo City Dubai master community, buildings and tenants, and is made up of functions: Community Services, Facilities Management, Security, Support Services, Community Control Room, Health & Safety, Special Projects, Leadership Pavilion Operations and a Centralized Management Office. The Community Services function is responsible for community governance (rules/regulations, tenant guidelines, compliance with authorities, communications), property management (tenant data management, leasing administration, service charges, billing & administration) and asset management (asset registration maintenance, custodian of O&M manuals, warranties and insurances).
Opportunity Responsibilities
As part of the Community Services department, the Manager – Community Services will be responsible for key tasks & deliverables related to community services projects including governance, property & tenant management, asset management, relationship management & communication with tenants & regulatory authorities.
Strategic Responsibilities
- Manage the implementation of community guidelines including policies, rules, regulations and warnings/penalties for any breach of policy.
- Manage all communications between Expo City and tenants, i.e. communicating and enforcing Tenant Guidelines, managing a smooth handover & move-in/out process for tenants, effectively guiding tenants to required documentation, approvals, and regulatory requirements.
- Manage the liaison with all regulatory authorities’ (e.g. RERA, DLD, DEWA) and ensure compliance with regulation and policy.
- Assist with the development and implementation of new communication methods within the community including e-mails, social media, newsletters, physical signage, ad-hoc announcements etc.
- Assist the Senior Manager with the overall set-up of the Community Services department, processes and structure.
Operational Responsibilities
- Regular liaison with regulatory authorities’ (e.g. RERA) and managing compliance with regulation.
- Maintain the asset register including descriptions, quantities, locations, depreciation, monetary value etc.
- Manage community feedback, complaints & disputes in a professional and efficient way.
- Maintain and update tenant data, documentation, permits and approvals from various regulatory authorities.
- Collaborate with finance & real-estate departments on service charge allocation and collection across the community, following up on any issues or late payments.
- Monitor community services risks and drive mitigation measures and solutions where possible.
- Develop stakeholder relationships across the community including service providers, tenants, commercial and retail entities and key business areas.
- Contribute to the use of innovative technology platforms and solutions within community services, scoping & testing system requirements and providing end-user feedback.
- Provide weekly progress reports to Management
- Have a regular inspection on the ground to ensure complaints are monitored and fed back to management for decision making, in line with community rules & regulations
- Ensure frequent meetings with all stakeholders to maintain a healthy communication and transparent relation.
- Drive key department projects, tasks and processes.
- Contribute to community services strategic objectives and success factors.
- Bring best practice to the planning and delivery of Community Services.
- Contribute to ongoing review and development of governance standards and community rules & regulations in line with UAE authorities and standards.
Skills
6+ years’ industry experience, including minimum 2 years in community or property management positions at, ideally within large scale mixed-use developments or similar sized community in the UAE as well as:
- Bachelor’s degree or equivalent, preferably in a related discipline (i.e. Engineering or relevant)
- Excellent industry knowledge of community administration processes and financial management, owner’s association management, governance processes, RERA regulations.
- Facility Management and infrastructure experience
- Commitment to a world class community management service with a guest-centric approach.
- Advanced Microsoft Office software proficiency – Excel, Word, PowerPoint