The Community Manager shall be responsible for the overall management of budgeting, invoicing and collection of Master Community Service Charges as well as the liaison between TECOM CM and the property owners/occupiers to ensure owners’ satisfaction on the services provided by TECOM Community Management.
Assist the Director in the development of the strategy and plans for the Community Management function in line with TCM strategy, to ensure vertical alignment and horizontal integration with other interfacing departmental strategies across TCM and TECOM Group
Take responsibility for implementing the Master Community Declarations in all TECOM Master Communities
Ensure alignment with the account management and communication strategy of TCM.
In conjunction with relevant departments, develop and oversee the implementation of policies, procedures and controls covering the Community Management division so that all relevant procedural/legislative requirements are fulfilled while delivering quality and cost-effective service
Responsible for ensuring invoicing and collections of master community services charges are executed in timely manner to ensure that adequate funds are available for the maintenance and operations of the community common facilities and infrastructure such as landscaping, lakes, public parking…etc.
Develop and follow a robust collection systems to oversee timely collection of targeted service charge and for prompting follow-up on pending payments &/or non-payment scenarios
Set out and implement the communication strategy with the investors within the master communities
Maintain relationships with the investors and all the stakeholders making up the Master Community
Adopt superior customer service culture in the department by ensuring all investor enquiries are responded to in professional and courteous manner and upholds the customer service standards of TECOM Group
Oversee the provision of excellent services to customers and manage key relationships in order to ensure their satisfaction with the provided services and resolution of issues to the customers’ satisfaction
Direct the team to attend to all the investor’s feedback and complains, and prepare actions plans to address and resolve all issues
Responsible for sorting, prioritizing and cascading complaints to the concerned departments, setting response time as per the agreed KPIs and follow up on the closure of the complaints and accordingly update customers.
Provide Owners Association Management services to all Jointly Owned Properties’ in TECOM Group in alignment with RERA Regulations. Ensure adherence to all rules, legislations, laws and regulations relating to communities and master communities including law No.27 of 2007
Responsible for the preparation of the communities’ end of year report in coordination with TCM internal departments, TECOM departments, external auditors, third party vendors, government authorities and all the stakeholders of the master community
Responsible for the yearly budgets process to prepare each master community/OA budget in coordination with finance and technical departments
Demonstrate leadership qualities by building and developing an effective team which delivers on their objectives. Guide and be actively involved in employee development through constant review of their training needs and through mentoring activities and initiatives
Coach and mentor all subordinates to take up additional roles and responsibilities and motivate for business and process improvement idea generation towards succession development.
Manage collection of master community service charges in order to ensure availability of sufficient funds to sustain services to the communities. That includes follow up calls, follow up letters, answering all financial and technical inquiries in regards to service charges.
Perform regular site inspections for observing the condition of the communities’ assets and service quality in regards to soft and hard. This is required to ensure decent living and working environments for the occupiers in the communities.
Ensure appropriate and consistent processes are in place to issue No objection Certificates for activities inside the communities in order to ensure compliance with the Community Rules and Regulations at all times in addition to maintaining the safety and security of the communities.
Develop, maintain and Perform regular updates for the customer database to ensure the accuracy of the database of owners and properties in the records and system.
Increase the level of awareness of owners and occupiers about TCM Community Rules and Regulations in order to ensure compliance at all times.
Minimum Qualification:
B.SC. in Business Administration or Business Communication
Professional Community Management Certification
Experience:
Minimum of 7-10 years of customer service and management experience
Minimum 4 years in in Communities Management
Job Specific Skills:
Specialist knowledge of community management
UAE