Senior Executive - Operations DUBAI PROPERTIES GROUP LLC

Customer Management

• Follow up, address and resolve tenants’ complaints and keep updated records as appropriate.
• Facilitate the coordination between tenants and FM team for move-in and move out process.
• Coordinate with tenants to provide access for maintenance work when required.
• Prepare and send circulars and notices to tenants.
• Accompany RDC team during evictions.
• Negotiate renewal rates with the tenants and obtain approvals as per DOA.
• Attend to all deferral requests and obtain approvals as per DOA.
• Ensure that all documents are filed as per process as well as CRM system is updated regularly.
• Raise requests related to tenant early termination and waivers and send for approval by the line manager.

Community Management

• Identify violations within the community and issue violation / breaches notices accordingly and keep records and follow up on the same to ensure that the community rules are followed.
• Conduct community aesthetic inspection on a regular basis (day and night).
• Raise and record any snags identified during the inspection and follow up with relevant department until issues are closed.
• Identify possible areas / ideas to enhance the community to facilitate better customer experience.
• Monitor the performance of the service providers in coordination with the FM department.
• Assist the FM team with SLA/ KPI scoring.
• Identify and highlight HSE risks to the concerned team and ensure issues are addressed in a timely manner.
• Highlight any issues with value added services service providers.
• Monitor and audit the performance of FM team, to highlight any shortfalls from the team that may affect customer satisfaction.
• Suggest updates to the community guidelines and rules and regulations to the Manager – Property Management.
• Support Leasing team to ensure units’ readiness for prospective tenants’ viewing etc.
• Ensure that the community facilities are always in good condition.
• Make sure incident reports are issued and follow up with concerned departments to close the report.

Reporting and Revenue Enhancement

• Support the line manager with day-to-day activities of the department to ensure higher level of customer satisfaction and profitability for the business.
• Prepare reports to provide the manager with timely information review of the property management activities and performance.
• Identify and propose additional revenue generation opportunities.
• Support management to facilitate the internal and external audits related to area of responsibility and if required provide reports to support the audit process.
• Identify and highlight any operational / organizational risks to the Manager.