Job Purpose:
The Assistant Manager - Community Management is responsible for serving as the primary liaison between DHCM and property owners within assigned communities. This role is pivotal in ensuring high levels of owner satisfaction regarding service-related aspects of community management provided by DHCM. Furthermore, the Assistant Manager is accountable for the efficient and timely collection of service charges from these owners, contributing to the smooth operation and financial health of the communities.
Key Accountabilities & Tasks:
- Community Liaison:
- Act as the first point of contact for owner and tenant inquiries and complaints, ensuring prompt, professional, and satisfactory responses.
- Investigate and resolve customer complaints thoroughly, identifying root causes and implementing effective solutions to ensure customer satisfaction.
- Manage the escalation of complex or unresolved issues according to established protocols, ensuring timely and appropriate action.
- Proactively communicate and educate owners and tenants on DHCM's community rules, regulations, and procedures to foster a compliant and harmonious living environment.
- Service Charge Collections:
- Oversee and execute the timely and efficient collection of service charges for assigned communities, ensuring sufficient funds are available to maintain community services effectively.
- Communicate clearly with owners/tenants regarding service charge details, changes, and related issues to minimize disputes and ensure smooth collection processes.
- Community Inspections & Service Quality Monitoring:
- Conduct regular and thorough site inspections of assigned communities to monitor the condition of infrastructure, amenities, and the quality of soft services (pest control, cleaning, waste management, landscaping, security).
- Monitor the performance of third-party service providers against agreed-upon Service Level Agreements (SLAs), ensuring service delivery meets the required standards.
- Community Services Coordination & Issue Resolution:
- Liaise and coordinate with relevant internal departments and external service providers to address identified issues related to community infrastructure, amenities, and soft services promptly and effectively.
- Facilitate the issuance of No Objection Certificates (NOCs) for various community activities, ensuring compliance with safety regulations and community guidelines.
- Community Database & Record Management:
- Maintain accurate and up-to-date databases of property owners, ensuring all contact information is correct for effective communication and service charge collection.
- Ensure all customer interactions, inquiries, and complaints are logged systematically for tracking, analysis, and continuous improvement of service delivery.
- Community Budget Support:
- Assist the Community Manager in the preparation and monitoring of budgets for assigned communities, providing relevant data and insights to ensure financial sustainability and adherence to DHCM's standards.
- Continuous Improvement Initiatives:
- Identify and recommend opportunities for process improvements, service enhancements, and cost efficiencies within community management operations, considering industry best practices.
- Policy & Procedure Compliance:
- Ensure all activities are conducted in strict adherence to DHCM's policies, procedures, and standard operating procedures.
- Reporting & Documentation:
- Prepare timely and accurate reports on community-related activities, service performance, and key metrics as required by DHCM and the Community Management department.
- Related Tasks:
- Undertake any other duties or assignments as directed by the Community Manager or senior management.
Qualifications, Skills, Experience:
- Bachelor’s degree in business administration, Property Management, Real Estate, or a related field.
- Minimum of 6-8 years of progressive experience in property management, community management, or a similar customer-facing role within the real estate sector in Dubai.
- Proven experience in managing stakeholder relationships and resolving customer issues effectively.
- Strong understanding of community management principles, practices, and regulations in Dubai.
- Excellent communication, interpersonal, and negotiation skills.
- Strong organizational, time management, and problem-solving abilities.
- Proficiency in MS Office Suite and relevant property management software/systems.
- Ability to work independently and as part of a team in a fast-paced environment.