Senior Supervisor - Community Management

About Dubai Holding Community Management:

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

At DHCM, 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:

To facilitate liaison and communication between DHCM and the owners/tenants of assigned communities, ensuring the timely collection of service charges, monitoring community conditions, and addressing identified issues to deliver quality customer service, maintain decent living standards, and achieve customer satisfaction within DHCM communities.

The main duties and responsibilities of this role:

1- Community Relations & Customer Service:

• Attend meetings to represent owners and tenants concerns, ensuring that all inquiries and complaints are communicated and addressed promptly.
• Respond to all inquiries and complaints from owners/tenants in a timely manner, ensuring adequate customer service.
• Investigate customer complaints to identify issues, follow up on relevant actions, and ensure customer satisfaction with the outcome.
• Escalate unresolved issues efficiently through appropriate processes.
• Educate owners and tenants about 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 sustained services.
• Inform owners/tenants of any changes or issues related to service charges to avoid disruption to community services.
• 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 & Quality Monitoring:

• Perform regular site inspections of assigned communities to observe the condition of assets and service quality (soft services, pest control, external cleaning, waste management, landscaping, and security).
• Monitor third-party service providers to ensure services maintain the community in line with Service Level Agreements (SLAs).
• Provide feedback and coordinate with relevant internal departments and/or third-party service providers to address identified issues with community infrastructure or soft services promptly.

4- Documentation & Compliance:

• Issue No Objection Letters (NOLs) for assigned communities to ensure all activities are conducted safely, securely, and in compliance with community rules.
• Update the database of owners to ensure accurate contact details for service charge collection and ongoing communication.
• Ensure all customer complaints are logged in the system to record and monitor progress in a timely and quality manner.
• Follow all relevant departmental policies, processes, standard operating procedures (SOPs), and instructions for controlled and consistent work execution.

5- Reporting & Continuous Improvement:

• Prepare Facility and Community Management departmental statements and reports accurately and timely to meet DHCM’s requirements, policies, and standards.
• Identify opportunities for continuous improvement in systems, processes, and practices, considering international leading practices, cost reduction, and productivity improvement.
• Maintain regular and up-to-date incident and progress reports.
• Adhere to company policy and procedure, maintaining professionalism and confidentiality of all information.
• Decision-making authority rests with the line manager, department head, and business unit head as per DHCM’s Delegation of Authority (DOA).

About you:

The ideal candidate will have the below qualifications and experience:

• Bachelor’s degree in business administration or a similar field.
• Master's degree preferred.
• Minimum of 4- 5 years of experience in a similar field (community management, property management, customer service).
• Project Management skills.
• Data Management & Reporting
• Understanding of Service Level Agreements (SLAs)
• Basic Financial Understanding
• Effective interpersonal and communication skills.
• Problem-Solving and Decision-Making
• Time management, priority setting, and organizational skills.
• Flexibility and adaptability.

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.