National Assistant Manager - Community Management

1- Community Relations & Service Excellence:

• Attend meetings to represent owners and tenants' concerns, ensuring that all inquiries and complaints are communicated and addressed promptly.
• Investigate and resolve customer complaints, escalating complex issues as needed, to ensure high levels of customer satisfaction.
• Educate owners and tenants on DHCM's community rules and regulations to ensure full compliance.
• Assist the Community Manager in liaising with local authorities and communities to resolve day-to-day community issues, including Owners Committee (OC) management in line with RERA requirements and handling of violation management processes.

2- Financial Management & Service Charge Collection:

• Execute the timely collection of service charges for assigned communities to ensure sufficient funds for ongoing services.
• Communicate any changes or issues related to service charges to owners/tenants to prevent service disruptions.
• Participate in community budgeting with the Community Manager by coordinating with all stakeholders and service providers to provide accurate and relevant information, and by preparing and submitting all supporting documents required by RERA.

3- Community Operations Oversight & Quality Assurance:

• Perform regular site inspections to assess the condition of community assets and service quality across soft services (e.g., pest control, cleaning, waste management, landscaping, security).
• Monitor third-party service providers to ensure adherence to Service Level Agreements (SLAs) and maintain decent living conditions for residents.
• Provide feedback and coordinate with internal departments and/or third-party providers to address identified infrastructure or service issues promptly.

4- Documentation, Compliance & Data Management:

• Issue No Objection Letters (NOLs) for community activities, ensuring safety, security, and compliance with community rules.
• Maintain and update the owner database with accurate contact details for communication and service charge collection.
• Ensure all customer complaints are logged in the system for timely recording, monitoring, and progress tracking.
• Follow all relevant departmental policies, processes, standard operating procedures (SOPs), and instructions for consistent work execution.
• Maintain regular and up-to-date incident and progress reports.
• Adhere to company policy and procedure, maintaining professionalism and confidentiality of all information.

5- Reporting & Continuous Improvement:

• Prepare Facility and Community Management departmental statements and reports accurately and on time to meet DHCM's requirements and standards.
• Identify opportunities for continuous improvement in systems, processes, and practices, focusing on efficiency, cost reduction, and productivity, incorporating international leading practices.
• Decision-making authority rests with the line manager, department head, and Portfolio head as per DHCM's Delegation of Authority (DOA).