Job Description

About Dubai Holding Community Management:

Dubai Holding Community Management (DHCM) is a premium community management services provider under the umbrella of Dubai Holding. Established in 2021, DHCM has quickly become a leader in the industry, offering exceptional services to maintain and enhance residential communities and districts across Dubai.

At DHCM, we believe in creating sustainable and vibrant communities that offer a sense of belonging to residents. Our team of experts provides various services, including community and district management, technical management, and financial management.

Our community and district management services ensure that each community is well-maintained, secure, and operates efficiently. We manage common areas, enforce community rules and regulations, coordinate with local authorities, and respond to residents' concerns promptly and effectively

We proudly manage a portfolio of prestigious communities, including Bluewaters, City Walk, Port de La Mer, Bvlgari Residences, Jumeirah Beach Residence (JBR), and Business Bay Executive Towers, among others. Additionally, we manage iconic districts, including Palm Jumeirah, Business Bay, Dubai Land Residences, Jaddaf Waterfront, Dubai Media City, Dubai Internet City, Dubai Studio City, Dubai Harbour, and more.

Role Purpose

The Supervisor - Community Management role is responsible for facilitating liaison and communication between DHCM and the property owners/tenants for assigned communities. This role ensures the timely collection of service charges, monitors community conditions, and addresses identified issues to deliver quality customer service, maintain decent living standards, and achieve customer satisfaction within DHCM communities.

Key Responsibilities/Accountabilities

• Community Relations & Customer Service:
  o Attend meetings to represent owners and tenant’s concerns, ensuring that all inquiries and complaints are communicated and addressed promptly.
  o Respond to all inquiries and complaints received from owners/tenants in a timely manner, ensuring an adequate level of customer service.
  o Investigate customer complaints to identify issues, and follow-up to ensure relevant action is taken to fully resolve the problem and achieve customer satisfaction.
  o Escalate issues that cannot be resolved efficiently through appropriate processes.
  o Educate owners and tenants about DHCM’s community rules and regulations to always ensure full compliance.
  o 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.
• Financial Management & Service Charge Collection:
  o Execute the timely collection of service charges for assigned communities to ensure availability of sufficient funds to sustain community services.
  o Inform owners/tenants of any changes and/or issues related to service charges to avoid disruption to community services.
  o 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.
• Community Operations & Quality Monitoring:
  o Perform regular site inspections of assigned communities to observe the condition of assets and service quality regarding soft services (e.g., pest control, external cleaning, waste management, landscaping, and security), ensuring decent living conditions for residents.
  o Monitor third-party service providers to ensure required services are provided in line with the Service Level Agreement (SLA).
  o Provide feedback and coordinate with relevant internal departments and/or third-party service providers to address identified issues with community infrastructure assets and/or soft services promptly.
  o Maintain regular and up-to-date incident and progress reports.
  o Adhere to company policy and procedure, maintaining professionalism and confidentiality of all information.
• Documentation & Compliance:
  o Perform the issuance of No Objection Letters (NOLs) for assigned communities to ensure all community activities are conducted safely, securely, and in compliance with community rules and regulations.
  o Update the database of owners to ensure all contact details are accurate and updated for service charge collection and ongoing communication.
  o Ensure all customer complaints are logged in the system to record and monitor progress in a timely and quality manner.
  o Follow all relevant departmental policies, processes, standard operating procedures (SOPs), and instructions for controlled and consistent work execution.
• Reporting & Continuous Improvement:
  o Prepare Facility and Community Management Departmental statements and reports accurately and timely to meet DHCM’s requirements, policies, and standards.
  o Identify opportunities for continuous improvement of systems, processes, and practices, considering international leading practices, business process improvement, cost reduction, and productivity improvement.
  o Decision-making authority rests with the line manager, department head, and business unit head as per DHCM’s Delegation of Authority (DOA).
• Health & Safety Responsibilities:
  o Ensure full compliance with DHCM’s Health, Safety, and Environmental (HSE) Policy, governance framework, and standards by conducting all tasks according to HSE procedures, attending mandatory training, actively reporting hazards, near misses, or incidents, and utilizing appropriate Personal Protective Equipment (PPE) as identified in risk assessments.

About You

• Higher Diploma graduate or bachelor’s degree in business administration or a similar field
• Master's degree preferred

• Minimum of 3 years of experience in a similar field (community management, property management, customer service)

• Facility Management – conceptual understanding of fundamental aspects of Facility Management and its objectives, with application to basic routine issues under close supervision
• Project Management
• Landscape Maintenance Knowledge
• Stakeholder Management, Contract Development and Management
• Property Records/Information Systems
• Dispute and Complaint Handling
• Regulatory Understanding
• Customer Service and Account Management

About Benefits

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered Internal workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.