Experience Capability & Performance Manager

Own and maintain the Experience Manager Competency Standard

Assess all 27 EMs against it; re-assess every 6 months

Publish the live Capability Matrix and population-level gap analysis

Turn assessment results into signed, tracked development plans

Design and deliver the EM technical curriculum & certification

Provide field-based 1:1 coaching; build a network of SMEs, trainers, buddies & mentors

Verify application on-site — self-reported completion is not accepted

Own the full orientation & technical onboarding journey for all new hires

Assess at Day 30 and Day 90; no unsupervised assignments until certified

Target: median time to CORE certification ≤ 60 days

Own the EM KPI framework & monthly Performance Scorecard

Reconcile data across Masterplan, SnagReport, Finance & Mollak

Diagnose gaps: capability vs management vs process vs data — Portfolio Managers decide the action

Build and maintain the EM Standards Library (SOPs, playbooks, checklists)

Update within 15 working days of any regulatory change

Fix the process before training the person

Bachelor’s degree (Engineering, Property/Facilities Management, Business Admin or related)

6+ years in Dubai OA/community management — minimum 3 years personally running portfolios, budgets, General Assemblies, Mollak cycles & service-provider performance

Proven track record raising others’ performance to measurable standards — with before/after evidence

Deep knowledge: Dubai Law No. 6/2019, RERA, Mollak, escrow, service charges, DLP, FM contracting

Advanced Excel; Masterplan, SnagReport, Mollak portal experience

Fluent written & spoken English — Arabic is an advantage

RERA/DREI or accredited OA management qualification

Train-the-Trainer, ICF/EMCC coaching, or CIPD/A1 assessor qualification (can be funded post-hire)

Expert in OA Governance & Service Charge Management

Expert in Community Operations & Provider Management

Expert in Technical Training, Coaching & Facilitation

Expert in Persuasion & Influencing — your success depends entirely on this

Solid in Assessment, Data Analysis & Process Improvement