Senior Supervisor - Community Management DUBAI PROPERTIES GROUP LLC

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).