Senior Manager Property Management

Overview

Customer Relationship Management

• Follow up, address and resolve tenants’ complaints and keep updated records as appropriate.
• Oversee the coordination provided between tenants and FM team for move-in and move out process.
• Ensure violations within the community are identified and violation / breaches notices are issued, and records are maintained to ensure that the community rules are followed.
• Coordinate with tenants to provide access as required for maintenance and repair work.
• Ensure circulars and notices to are sent to tenants in a timely fashion.
• Accompany RDC team during evictions of tenants from the premises / units when required.
• Handle escalated negotiation discussions of renewal rates with key tenants and obtain approvals as per DOA.
• Ensure that all deferral requests are attended to and coordinate with internal departments to obtain approvals as per DOA.
• Ensure that all documents are filed as per process as well as CRM system is updated regularly.

Community Management

• Conduct community aesthetic inspection on a regular basis (day and night) to ensure it is maintained as per agreed policies, procedures and guidelines. Coordinate with internal departments to ensure the upkeep of the community as and when required.
• Ensure that the team raises and records any snags identified during the inspection and follow up with relevant department until issues are closed.
• Identify possible area / ideas to enhance community to provide better customer experience.
• Identify, evaluate and propose additional revenue generation opportunities from the assets.
• Assist the Director – Property Management, and FM teams to select the service providers and coordinate with the FM department to evaluate their performance against SLAs. Assist the FM team with SLA / KPI scoring of the service providers.
• Identify and highlight HSE risks to the relevant teams and ensure that they are addressed in a timely manner.
• Monitor performance and highlight any issues with value added services providers.
• Monitor and audit the performance of FM team, to highlight any shortfalls from the team that may affect customer satisfaction.
• Update community guidelines, rules and regulations in consultation with the Director – Property Management.
• Support the Leasing team to ensure unit readiness for prospect tenants’ viewings and move in.
• Inspect and ensure that community facilities are always in good working condition.
• Coordinate with Authorities / Third parties and service providers for any events / emergencies in the community.
• Make sure incident reports are issued and followed up with concerned departments to close the report in a timely manner.

Inter Department Coordination

• Manage internal departments (HSE / FM etc.) performance against the set SLAs.
• Make sure that the OPEX budget is utilized appropriately and not exceeded.
• Ensure that RDC cases are filed on time and as per the set KPI in coordination with the Rent Dispute Management team.
• Support leasing and renewals team with pricing, and work on tenant retention schemes.
• Work with IT to enhance the APP, Yardi, other systems to enhance efficiency and customer satisfaction.

Continuous Improvement

• Keep abreast about the new real estate laws and regulation of the country and keep documents for reference to provide information and inputs to the Director - Property Management for making sound decisions and judgments.
• Highlight any operational/ organizational risks along with mitigation plan.
• Prepare customer satisfaction enhancement plan in coordination with the Director – Property Management based on Customer Service Report.

Reporting and Auditing Support

• Prepare reports to provide the manager with timely information to aid review of the property management activities and performance.
• Support management to facilitate the internal and external audits related to area of responsibility and if required provides reports to support the audit process.
• Prepare customer satisfaction enhancement plan based on Customer Service Report.

People Management

• Provide leadership within the function, setting individual objectives, managing performance, developing, and motivating staff, provision of formal and informal feedback and appraisal – in order to maximize subordinate and departmental performance in the pursuit of the Department’s objectives.
• Build and promote an organization culture that encourages innovation and reward performance that leads to enhanced staff motivation and retention.

Minimum Qualification

• Bachelors’ degree in Business Administration, or similar

Experience

• Minimum 8 years of experience in a similar role with at least 4 years at a senior managerial level.
• Middle East experience is preferred.

Technical Competencies

• Knowledge of applicable UAE laws and RERA regulations
• Excellent business developments skills
• Advanced analytical skills
• Advanced planning and organizing skills.
• Advanced negotiation & persuasion skills
• Customer relations and service orientation skills.
• Financial acumen and business outlook.
• Communication & networking skills with the ability to interact at all levels.
• Excellent written and oral English communication skills. Arabic will be preferred.