Assistant Manager - Defect Liability Period And Community Management

About WhiteCrow

We are global talent research, insight, and sourcing specialists with offices in the UK, USA, Singapore, Malaysia, Hong Kong, Dubai, and India. Our international reach has helped us to understand and penetrate specialist markets at a global level. In addition to this, our service is also extended to complement our client’s in-house talent acquisition teams.

About our client

Since its inception in 2000, our client has emerged as a prominent and fast-growing retail group serving markets across the Middle East. The organization partners with world-class fashion and lifestyle brands, delivering globally inspired products and experiences to discerning consumers throughout the GCC. Guided by a vision to become a leading regional gateway for international retailers, the company has successfully built a broad portfolio across diverse consumer categories. Its collaborative approach with global brand partners, combined with extensive market expertise and a customer-first mindset, has enabled sustained growth and ongoing expansion across the region. Today, our client remains well-positioned to capitalize on emerging opportunities within the dynamic Middle Eastern retail market.

As an Assistant Manager - Defect Liability Period & Community Management, you will be responsible for...

• Ensuring the efficient management of Company units ready for handover, ensuring that units are ready and meeting quality standards as per the business plan before handover to clients.
• Providing technical support to the Handover and DLP teams and establishing methods of working for each task, ensuring that all team members understand their responsibilities and are ensuring satisfactory completion.
• Supervising the operational activities of suppliers and ensuring that all works are being carried out professionally and within agreed timelines as per work orders for property delivery.
• Supervising snagging and orientation activities and ensuring that all works are being carried out professionally and within agreed timelines.
• Organizing daily, weekly, and monthly meetings and following up with contractors and consultants to ensure that all maintenance, minor works, and helpdesk activities are being carried out as per agreed guidelines.
• Inspecting ready units with customers during home orientation in the final stages of handover and ensuring detailed snagging is being carried out, with workmanship quality meeting service level agreements and key performance indicators.
• Ensuring that safety and security are always being maintained by contractors and suppliers during the handover process.
• Establishing strong relationships with customers within assigned properties and assisting with moving procedures, orientation, and provision of assigned contacts for parking keys and other requests to build strong client relationships.
• Escalating service requests requiring management consultation, including long-standing customer snagging, de-snagging, DLP matters, and customer communications, for effective resolution and maintaining updated SR status reports across all projects.
• Meeting customers during the Defect Liability Period (DLP) and communicating with the Quality Assurance team for resolution where applicable.
• Managing all customer communications and ensuring that customers are being provided with status updates on completion dates, payment schedules, and project construction updates.
• Streamlining and enforcing handover policies and processes and participating in the digitalization of property handover processes to attain a competitive edge.
• Preparing management reports on active project status during the orientation stage and DLP to provide relevant updates and support informed decision-making.
• Developing budgets covering new sales and AMC activities while including the resolution of legacy issues in budget planning.
• Collaborating with Construction, Quality Assurance, Marketing, and Customer Care teams to ensure a seamless transition and positive handover experience for clients.
• Supervising coordination between customers and team members to ensure satisfactory completion of all jobs.
• Performing regular community inspections across Company projects and reporting areas for improvement to management.
• Handling legacy projects and ensuring the closure of pending issues.
• Coordinating with the Project Delivery Team at project sites regarding observations arising from snagging and orientation activities.
• Liaising with service providers for pest control, clearing activities, and issues arising beyond the DLP.

What you already have...

• Bachelor’s degree in Facility Management (preferred)
• Certification in Property Management – preferred
• Knowledge of local real estate laws and regulation and business environment.
• Strong understanding of building systems, amenities, and legal requirements related to property handover.
• Minimum 4-6 years experience in property management/ handover with atleast 2 years in-depth experience of leading a maintenance team to achieve a planned maintenance program.
• Experience in provision of minor and reactive works is essential.