Qureos Mentor

DUBAI PROPERTIES GROUP LLC

The role holder is responsible for managing tenant relationships & customer services teams of the assigned asset, ensuring compliance of all tenants under the terms and conditions of the DHAM lease agreement, mall regulations, HSE, and local authorities. The role holder ensures that all tenant and customer service-related activities are monitored, and customer issues are addressed timely and in adherence with QA guidelines and DHAM’s policies and procedures. The role holder provides leadership to the tenant relations and customer service teams to ensure excellent service levels and customer experience.Overall Responsibilities<ul><li>Deputize the Centre Manager in support of business during their absence</li><li>Resolve issues arising within the common areas in coordination with the community management team.</li><li>Support the Centre manager in driving the Asset Plan for the coming year, including asset main initiatives in line with the vision of the asset.</li></ul>Tenant Relations<ul><li>Develop plans and lead their implementation, ensuring the tenant relations team is effectively and efficiently managing relationships and compliance across the asset’s tenants</li><li>Ensure that the tenants always comply with Dubai Municipality regulations and DHAM’S lease and retail asset policies and procedures, such as housekeeping, cleanliness, safety and security, etc.</li><li>Carry out routine checks to ensure that all tenant stores are trading, merchandised, presented well, and kept lean, maintenance-free, and safe at all times.</li><li>Ensure all maintenance and safety issues highlighted by the tenants are promptly escalated and resolved by the operations team and service providers.</li><li>Follow-up with the tenants for timely payment of rentals in coordination with the collections team and support in resolving any conflict or disputes. Prepare details of the cases as required.</li><li>Prepare special case reports for rent discounts requested by important tenants to be presented to the Centre Manager and Executive Director for further action.</li><li>Conduct tenant orientation meetings for the entire mall, covering emergency procedures, communication systems, and other security procedures relating to the tenants.</li><li>Conduct tenants’ meetings on a regular basis to enhance relationships, operations and customer experience.</li><li>Ensure tenant compliance with safety measures and fire systems; the team collects all compliance documents.</li></ul>Financials / Legal<ul><li>Provide advice and feedback to the Senior Centre Manager in the budget process in relation to concessions, OPEX, CAPEX, and manpower planning.</li><li>Liaise with the finance department on AR collections and reconciliations</li><li>Liaise with DH and DHAM legal departments on legal cases and tenant defaults</li></ul>Customer Service and Relations<ul><li>Oversee and supervise the customer services team to ensure all customer complaints and queries are addressed timely.</li><li>Ensure that the center&#x27;s vision and values are understood and communicated clearly to the customers through the customer services teams on a periodic basis (fortnightly or monthly).</li><li>Establish staff schedule and ensure daily duties are effectively delegated, follow-ups are carried out, and annual leave is prepared according to the division and business requirements.</li><li>Ensure smooth and well-organized operation at the Information desk, providing all customers with efficient services and ensuring their expectations are constantly met.</li><li>Handle escalated inquiries received at the Information Desk from stakeholders and customers.</li><li>Ensure that the customer queries received via the call center are addressed promptly and issues are escalated to the appropriate teams in a timely manner.</li></ul>Mall Operations and Marketing Support<ul><li>Ensure mall inspections are smoothly and properly carried out by the Tenant Relations Executive Team.</li><li>Facilitate the execution of retailer-driven marketing initiatives within tenancy and common areas in liaison with all relevant departments.</li><li>Oversee and supervise the controls of all mall&#x27;s promotional information and mechanics, coupons, vouchers, and other mall-related services.</li><li>Develop and implement the necessary procedures for all value-added services such as stroller rental, wheelchair loans, lost and found, met and great, etc.</li><li>Supervise and oversee the completion of general admin & document control at the mall level. To verify that outgoing mall communication is prepared and administered effectively.</li><li>Provide accurate information to customers on any current promotions set by the marketing department and ensure its set process and procedures are carried out accurately.</li></ul>Performance Review and Reporting<ul><li>Analyse individual retailer and category performance and present findings to the Senior Centre Manager and Marketing in regard to business enhancement opportunities.</li><li>Provide sustainability analysis for all retailers and assist the leasing department in planning, controlling, and optimizing the brands and tenant mix (replacement of poor performers).</li><li>Report regularly on the performance of the asset from revenue, sales, and marketing perspectives.</li><li>Monitor the actual cost versus budget monthly & provide reports/data to assess the project’s financial performance.</li><li>Prepare retail asset management reports as & when requested (yearly footfall, turnover, rental forecasts, etc.).</li><li>Maintain an update on market research and provide reports on retail trade, sales, and market & competition analyses and develop reports and fact sheets.</li></ul>Continuous Improvement<ul><li>Identify additional revenue-generating opportunities to maximize mall revenue.</li><li>Identify enhancements to the mall that may boost mall revenues (additional units kiosks, etc.)</li><li>Implement policies, procedures, and processes for the respective function/department and ensure reviewing and keeping the existing ones updated as part of the ‘continuous process improvement.</li></ul>

Manager - Tenant and Customer Relations

Organisation Development:<ul><li>Lead the development and implementation of OD processes and frameworks to ensure that the organization is equipped to meet its business objectives including organization structuring, workforce planning, job analysis etc.</li><li>Develop and continuously review the organization structure and job descriptions in line with DH Corporate strategy and business requirements.</li><li>Facilitate the organizational restructuring of business unit/function when organization changes are initiated by the business unit/function; assess and communicate impact on organizational structures.</li><li>Design and deliver OD and change management strategies, processes and interventions that support DH Corporate ambition to be a high performing organization; to include initiatives which foster a high-performance culture, where valuing learning, continuous improvement and diversity are the norm.</li><li>Ensure that all organization charts are drawn and aligned to the functions scalar chain (grade and competency levels) and kept updated and aligned to the manpower plan at all times.</li><li>Work with business unit/function to conduct organization diagnostic studies (need analysis, interviews, workshops, surveys, study of benchmarks, etc.,) and recommend appropriate organization development solutions and initiatives.</li><li>Manage the development and updates of the job descriptions of all DH Corporate unique positions in coordination with the business units.</li><li>Work closely with the business unit heads and line managers in terms of changes to job design, collect specifications of job tasks and identify areas of job redesign.</li><li>Lead the job evaluation process to ensure that job evaluation results are continuously tracked and managed. Maintain internal parity of job grades and job responsibilities and ensure internal alignment within DH business units.</li><li>Ensure that DH Corporate competency framework is mapped across all job descriptions across all levels. Support and propose linkage to recruitment interview guides, performance management system, and development planning guide.</li></ul>Workforce Planning:<ul><li>Develop and monitor the implementation of the workforce planning framework for DH based on business needs and requirements.</li><li>Manage the annual manpower budgeting process ensuring proper analysis of workforce drivers, optimization of headcount and managing the overall payroll expense of the organization. Custodian of the approved manpower budgets and subsequent post budget manpower amendments.</li><li>Identify workload drivers and analysis for all business units based on business plans. Work closely with business heads to forecast the manpower budget for DH and Vertical bi- annually.</li></ul>HR Analytics:<ul><li>Lead the development of the people analytics roadmap and strategy to uplift and engage stakeholders across DH and Vertical on people measures.</li><li>Lead the execution of HR analytics projects and re-design of HRMS to ensure that data and analytics best practices are being followed and that people data is of sufficient quality to use for analytical projects.</li><li>Develop and maintain dashboards and reports that deliver real-time insights into workforce metrics, such as turnover, engagement, diversity, and performance.</li></ul>Innovation & Sustainability:<ul><li>Lead initiatives and projects to enhance HR systems and processes; improve efficiency through enhanced processes and use of technology.</li><li>Work closely with the functional heads on the annual budgeting exercise and contribute to the development of the human capital budget.</li><li>Work closely with all teams within the human capital department to ensure that all relevant organizational initiatives and updates, departmental information and relevant employee information are regularly updated and shared across the various HC teams.</li><li>Manage special projects as assigned in the area of OD including organization effectiveness, workforce planning and work closely with the external vendors/ consultants and liaise with the business to manage key requirements and provide relevant information and data.</li><li>Support all the internal human capital teams to help them achieve their overall objectives related to talent acquisition, talent development and talent retention.</li></ul>Strategic Responsibilities:<ul><li>Define and standardize the DH and Vertical processes and procedures, work instructions and establish KPI’s and ensure relevant procedures are reviewed and amended as required based on changes of legislation and company policies.</li><li>Provide strategic and operational advice to management on organization development and manpower planning in line with the associated policies and procedures.</li><li>Contribute research, analysis, and ideas to the development of DH Corporate HR strategy in order to ensure that organizational development initiatives are appropriately integrated and aligned with strategic and business goals.</li></ul>

Senior Manager - Organization Development

About TECOM Group – Dubai Holding Asset Management:TECOM Group PJSC, a Dubai Financial Market-listed company, which has been developing and operating strategic, sector-focused business districts across Dubai since 1999. The TECOM Group portfolio consists of 10 business districts catering to six vital knowledge-based economic sectors, including design, education, manufacturing, media, science, and technology.The 10 business districts are: Dubai Internet City, Dubai Outsource City, Dubai Media City, Dubai Studio City, Dubai Production City, Dubai Knowledge Park, Dubai International Academic City, Dubai Science Park, Dubai Industrial City and Dubai Design District (D3).About the Job:An opportunity has arisen for a Member Relations Executive to join TECOM Group. The main duties and responsibilities of this role:<ul><li>The role holder is responsible for managing and executing the operational activities of the co-working space, ensuring seamless workflows and the delivery of high-quality services in alignment with corporate policies to achieve maximum client satisfaction.</li><li>Additionally, the role provides operational and coordination support to the Programs and Events function, contributing to the effective planning and execution of events</li></ul>Reception and Front Desk Management<ul><li>Act as the main point of contact for the guests/visitors to the coworking space upon their arrival until departure and ensure visitors to the office are greeted and received warmly, given accurate information, and directed to the respective person, meetings and help as appropriate and ensuring effective customer service</li><li>Coordinate with the administrator to serve beverages to visitors in reception/ meeting rooms as appropriate to ensure that visitors are well attended to as per company hospitality standards.</li><li>Coordinate visitor/client requests such as cab hire, public transport information etc to ensure that visitors/clients have an excellent visitor experience for increased customer satisfaction and the fulfilment of departmental goals.</li><li>Ensure all visitor arrivals are logged correctly to maintain accurate records</li><li>Handle all incoming and outgoing telephone calls professionally and direct the calls to respective person to ensure all calls are attended to proficiently.</li><li>Ensure that the reception desk is manned, operationally prepared, and always stocked.</li><li>Provide support for VIP delegates to ensure that all visits are in line with defined guidelines and as per company protocol.</li><li>Maintain office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor badges)</li><li>Ensure continual upkeep and standards of business centre to include offices, meeting rooms and communal areas</li></ul>Department Support, Registrations & Mail Room<ul><li>Guide the team in screening, shortlisting applicants based on pre-defined selection, advancing applicants through the freelance process and in responding to member queries.</li><li>Collect and maintain registration applications promptly and check documents to ensure accuracy and completion before they are sent for further processing. Coordinate with AXS for prompt processing of member applications and ensure members are kept informed with regular updates.</li><li>Handle all incoming /outgoing mail and documents, stamp them on receipt, segregate, and distribute/ dispatch to the correct addressee to ensure accurate distribution of mail and important documents are not misrouted.</li><li>Maintain mail/courier log sheets on a daily/monthly basis to provide information and data for accurate invoicing.</li><li>Coordinate with the driver/messengers to monitor movements of collection/ delivery of documents to avoid loss/error of documents in transit.</li><li>Coordinate with IT support if meeting room equipment’s i.e. projector, plasma screen require attention.</li><li>Inform business development team about walk-in potential business leads/prospects.</li><li>Assist in ad-hoc tasks as assigned to facilitate smooth operations for the business and ensure that the department meets its overall objectives</li><li>Update and maintain contact list of all staff to ensure that a comprehensive database for employee contact is always maintained.</li><li>Prepare activity reports on all the service transactions that took place on a monthly basis for timely information to the management.</li><li>Provide support to the programming and events function to ensure all aspects of operations for events are covered</li></ul>Member Relationship Management<ul><li>Act as a focal point of contact and coordinate for all meeting room requirements so as to ensure assistance in booking meeting rooms for scheduled meetings.</li><li>Provide support for the collection of information related to client feedback to provide management front line data to understand public opinion, gauge visitor experience or make business and marketing decisions.</li><li>Communicate and resolve client complaints / issues within the delegated level of authority or timely escalate and follow up client issues to the appropriate department to provide a high standard client service which will lead to client satisfaction and loyalty.</li><li>Receive board line phone calls and making sure that all phone calls are answered timely and assist the business partners with accurate and precise information</li><li>Capture all clients Interactions (enquiry, leads, requests & complaints) accurately and maintain a database and record in available systems to provide inputs for management reports.</li><li>Act as a primary point of contact for business partners – coordinate for the issuance and renewal of lease, trade licenses and permits, assist in the timely collections of accounts receivables from partners and liaison to reconcile statements and ensure accuracy of billing to provide efficient customer service.</li><li>Collate all client documentation such as contracts, license, and passport copies etc and maintain administrative files to ascertain smooth business operations and effective workflow.</li><li>Support the section head by channelizing client requirements into commercially viable leads to contribute to the profitability of the department.</li></ul>

Member Relations Executive (National Talent)

<ul><li>Strategic & Budgetary Support: Assist in developing and executing the co-working space’s strategy, KPIs, and budget in alignment with business goals.</li><li>Operational Efficiency: Manage daily operations, ensure workflow optimization, cost control, and policy compliance to drive productivity and profitability.</li><li>Front Desk & Member Onboarding: Supervise reception operations, application processing, and ensure seamless registration and mailroom services.</li><li>Customer Service Management: Lead the team to maintain high service standards, promptly address member inquiries, and enhance customer satisfaction.</li><li>Facility & Building Oversight: Inspect premises, maintain booking systems, and coordinate with facilities and IT teams for upkeep and enhancements.</li><li>Health, Safety & Compliance: Ensure adherence to HSE standards and corporate policies for a safe and compliant operational environment.</li><li>Vendor & IT Coordination: Manage external service providers and IT support to ensure uninterrupted service and efficient operational support.</li><li>Event & Programming Support: Facilitate smooth execution of events and programming by coordinating operational support and anticipating member needs.</li><li>Stakeholder & Member Engagement: Foster relationships with members and stakeholders through regular feedback sessions and implement enhancements.</li><li>Reporting & Continuous Improvement: Develop KPIs, generate performance reports, monitor feedback, and drive continual improvement through benchmarking and process optimization.</li></ul>

UAE National Manager – Community Management

An opportunity has arisen for an Assistant Manager – Cyber Security, Assurance & Risk to join Dubai Holding Asset Management. The main duties and responsibilities of this role:<ul><li>The role holder is responsible for supporting the implementation and monitoring of information security governance and compliance activities across DHAM and its entities.</li><li>This includes assisting with policy development, audits, awareness initiatives, and governance frameworks to ensure alignment with best practices (e.g., ISO 27001) and business requirements.</li><li>The role focuses on coordinating activities, maintaining documentation, and providing operational support to help strengthen the group’s overall</li></ul>Cybersecurity & Risk Management<ul><li>Support the IT and cybersecurity risk management framework, ensuring alignment with organizational objectives and regulatory requirements.</li><li>Identify, evaluate, and monitor technology-related risks across infrastructure, applications, cloud, and third-party vendors.</li><li>Work with stakeholders to implement mitigation measures, controls, and risk treatment plans.</li><li>Maintain the IT Risk Register, track remediation actions, and escalate risks/issues in line with governance processes.</li><li>Coordinate and conduct periodic risk assessments and workshops with business and IT stakeholders.</li><li>Track and report Key Risk Indicators (KRIs) and prepare risk dashboards and reports for management review.</li></ul>Assurance & Compliance<ul><li>Conduct assurance reviews and internal audits of security controls, IT processes, and regulatory compliance (e.g., ISO 27001, NIST, GDPR, UAE NESA, SCA).</li><li>Support internal and external audit engagements, ensuring timely closure of findings and recommendations.</li><li>Monitor assurance activities such as user access reviews, control checks, and compliance schedules.</li><li>Report on compliance status, exceptions, and remediation plans to management.</li><li>Maintain documentation and evidence to support governance, risk, and compliance (GRC) requirements.</li><li>Liaise with IT/security teams and vendors on incident reporting, documentation, and follow-up.</li></ul>Policy, Governance & Awareness<ul><li>Support the development, review, and enforcement of IT and cybersecurity policies, standards, and procedures.</li><li>Contribute to the implementation and continuous improvement of the IT Governance Framework, aligning with ISO 27001 and other standards.</li><li>Promote security awareness through training, communications, and awareness sessions across all business units.</li><li>Participate in governance and risk forums and support management reporting.</li></ul>Disaster Recovery (DR) & Business Continuity (BCM)<ul><li>Support the development, maintenance, and testing of Disaster Recovery (DR) and Business Continuity (BC) plans.</li><li>Coordinate DR/BC test planning, scheduling, execution, and documentation of results.</li><li>Track corrective actions, ensure remediation, and maintain centralized DR/BC documentation for audits and management reporting.</li></ul>Operational & Project Support<ul><li>Support group-wide information security, governance, and compliance initiatives.</li><li>Assist in managing IT governance and security projects, including coordination with vendors and service providers.</li><li>Gather data to identify gaps, support process improvements, and escalate issues where needed.</li><li>Track and report progress on information security and governance initiatives to senior management.</li></ul>

Assistant Manager – Cyber Security, Assurance & Risk

<ul><li>Prepare contract/ SPA (Sales Purchase Agreement) and customer files BTS (Built to sell) within the turnaround time upon receiving the complete set of documents from Sales Team and ensure 100% accuracy of SPAs before sign-off by the Management and client with accurate system (salesforce) update.</li><li>Monitor the payments including to keep track the proof of payments in salesforce while coordinating with Finance for the reconciliation and secure the necessary extension as per the approved policy.</li><li>Conduct the initial review for the sales transaction to ensure that all the approved exceptions are compliant as per DOA.</li><li>Handle sensitive information in a confidential manner.</li><li>Receive signed SPA’s (Sales Purchase Agreement) from sales team/broker and prepare customer files ensuring all documents are updated and aligned as per department checklist to efficiently manage customer files.</li><li>Upload agreements on system (salesforce) to ensure efficient tracking of contractual agreements to retrieve information as required by the department and/ or clients.</li><li>Act as a custodian towards contracts/ SPAs by maintaining an organized system of physical and digital contractual records for efficient record keeping and tracking. Ensure that all records including client’s information are accurate and up to date.</li><li>Provide efficient customer service and respond to client queries by meeting cliental expectations and ensuring that information is well communicated between clients and management to ensure that they receive accurate and timely information.</li><li>Coordinate with clients for their availability to dispatch contracts/ SPAs for obtaining signature by confirming availability and accuracy of delivery address. for accurate dispatch of contract.</li><li>Collaborate with courier service providers to schedule the delivery of contracts/SPAs as per the agreed timelines with the client.</li><li>Follow-up with clients for completion of signatures on contracts/ SPAs and ensure all pickup conditions are met by ensuring that the signed SPA follows the agreed contractual terms by verifying that signatures match and all other information is accurate.</li><li>Scan and electronically store documents from internal and external customers that go out/ come into the department to ensure that copies of documents received/ sent are available to team as and when requested.</li><li>Manage customer files and maintain accurate and up-to-date records of all contract-related information, including customer details, sales cancellations, contract terminations, and new sale details to ensure that there is no discrepancy between the information on hand and the actual status of the contracts.</li><li>Create purchase requests for the department and ensure that they are approved by following up with the finance team.</li><li>Ensure that all tasks are completed within agreed service level agreements (SLAs).</li></ul>

Executive - Contracts and Compliance

An opportunity has arisen for a Manager – Community Management to join TECOM Group. The main duties and responsibilities of this role:<ul><li>The role holder is responsible for overseeing the end-to-end operations of the co-working space, ensuring seamless management of on-site facilities and the development of value-added initiatives to enhance the overall customer experience.</li><li>In addition, the role provides operational and coordination support to the Programs and Events team, contributing to the effective planning and execution of events.</li><li>The role holder will also be accountable for optimizing resource allocation and defining operational processes to ensure the efficient delivery of day-to-day activities, with a strong focus on creating an exceptional member experience</li></ul>Support with Strategy / Budgeting / Plans<ul><li>Support the Head of Co-working space in developing the overall strategy and plan for the Co-working space by providing inputs on the operational aspects for running smooth co-working space operations throughout the year.</li><li>Develop the requisite budget for smooth operations of the co-working space in conjunction with the Head of the Co-working space and seek necessary approvals as per the DoA.</li><li>Support the Head in developing KPIs and targets for the function in line with the overall targets and KPIs for the co-working space.</li><li>Work closely with the Head to optimize the operational efficiency for the Co-working space.</li><li>Manage operational plans for the department in line with the approved budgets, and policies and maintain cost efficiency in all operations to maximize profitability through maximization and utilization of resources to obtain high level of productivity.</li><li>Ensure compliance with policies, processes, procedures and practices followed by departmental staff to fulfil the business objectives.</li><li>Oversee and lead the daily operations of the function, analyse workflows, establish priorities, develop standards and set deadlines in order to achieve the department objectives.</li></ul>Front Desk, Registrations & Mail Room<ul><li>Ensure the front desk / reception desk is always manned, calls are attended, and customers are guided, and their queries answered, and issues resolved promptly.</li><li>Guide the team in screening, shortlisting applicants based on pre-defined selection, advancing applicants through the freelance process and in responding to member queries.</li><li>Oversee the incoming mails / messengers and ensure they directed to the right individuals in a timely manner.</li><li>Ensure all registration applications are collected promptly and documents are checked for accuracy and completion before they are sent for further processing. Oversee the coordination with AXS for prompt processing of member applications and ensure members are kept informed with regular updates.</li><li>Lead and manage the performance of the team to achieve and maintain consistently high levels of customer satisfaction through establishment and communication of quality standards and high levels customer service levels.</li></ul>Building Operations<ul><li>Inspect the allocated premises and ensure that the facilities and services are in line with the member needs and expectations and as per compliance with terms of agreement.</li><li>Support the corporate HSE & FM in ensuring compliance to all relevant Quality and Health Safety and Environmental (HSE) management policies, procedures, standards and controls to guarantee employee safety, legislative compliance, delivery of high-quality products/services and a responsible environmental attitude.</li><li>Develop and the maintain the room booking system for the facilities including meeting / conference rooms, studios and other facilities etc.</li><li>Work in close collaboration with Group IT and Facilities management team to ensure periodic maintenance of the space and proposed enhancements are duly communicated.</li><li>Monitor the performance of facility management suppliers to ensure that the relationship is fostered and developed, and the appropriate level of external services are obtained to the best advantage of the company.</li><li>Ensure business partners are provided with adequate support with respect to IT equipment installation, troubleshooting etc. for conducting uninterrupted business activities. e.g. control system of the conference hall, projectors, etc.</li></ul>Business Development and Programming & Events Support<ul><li>Oversee to ensure the Programming & Events function is supported with all aspects of operations for events.</li><li>In coordination with the Business Development team, review member profiles to ensure completeness of member profiling, state of business maturity and requirements to anticipate future needs.</li></ul>Relationship Management<ul><li>Conduct regular formal and informal meetings with stakeholders and members to discuss their expectations and materialize their feedback through specific enhancements and initiatives to achieve overall customer satisfaction.</li><li>Research and pursue collaborations with key industry players and high-profile individuals based on input and feedback from the community.</li></ul>Reporting and Continual Improvement<ul><li>Develop and implement KPI’s and reporting structure for the operations function and make sure that goals are met by regular meetings and reporting processes.</li><li>Provide periodic reports to the Management to ensure regular activity reports & analysis covering the operational activities, % retention, TAT on customer queries, member feedback is prepared and shared with the right stakeholders.</li><li>Monitor and review survey results and feedback from members, visitors etc. in order to capture inputs for future plans to enhance the satisfaction level and services.</li><li>Lead the development and implementation of systems and processes to ensure the coworking space operates as a world class facility.</li><li>Identify process and operational inefficiencies and address them continuously to deliver better value to members and business partners.</li><li>Contribute to the development and implementation of ‘best-in-class’ processes including external benchmarking, reviewing, and drafting new processes to cater to a range of initiatives.</li></ul>

Manager – Community Management National Talent– D/Quarters – TECOM

Join DUBAI PROPERTIES GROUP LLC and explore 35   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.