Assistant Manager - Master Communities Compliance

About the Role:

To serve as the primary liaison between DHCM and property owners within assigned communities, ensuring high owner satisfaction with hard and soft services, and facilitating the prompt collection of service charges.

The main duties and responsibilities of this role:

Community Relations & Service Excellence:
* Attend meetings to represent owners and tenants concerns, ensuring that all inquiries and complaints are communicated and addressed promptly.
* Investigate and resolve customer complaints, escalating complex issues as needed, to ensure high levels of customer satisfaction.
* Educate owners and tenants on DHCMs community rules and regulations to ensure full compliance.
* 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:
* Execute the timely collection of service charges for assigned communities to ensure sufficient funds for ongoing services.
* Communicate any changes or issues related to service charges to owners/tenants to prevent service disruptions.
* 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 Oversight & Quality Assurance:
* Perform regular site inspections to assess the condition of community assets and service quality across soft services (e.g., pest control, cleaning, waste management, landscaping, security).
* Monitor third-party service providers to ensure adherence to Service Level Agreements (SLAs) and maintain decent living conditions for residents.
* Provide feedback and coordinate with internal departments and/or third-party providers to address identified infrastructure or service issues promptly.

Documentation, Compliance & Data Management:
* Issue No Objection Letters (NOLs) for community activities, ensuring safety, security, and compliance with community rules.
* Maintain and update the owner database with accurate contact details for communication and service charge collection.
* Ensure all customer complaints are logged in the system for timely recording, monitoring, and progress tracking.
* Follow all relevant departmental policies, processes, standard operating procedures (SOPs), and instructions for consistent work execution.
* Maintain regular and up-to-date incident and progress reports.
* Adhere to company policy and procedure, maintaining professionalism and confidentiality of all information.

Reporting & Continuous Improvement:
* Prepare Facility and Community Management departmental statements and reports accurately and on time to meet DHCMs requirements and standards.
* Identify opportunities for continuous improvement in systems, processes, and practices, focusing on efficiency, cost reduction, and productivity, incorporating international leading practices.
* Decision-making authority rests with the line manager, department head, and Portfolio head as per DHCMs Delegation of Authority (DOA).

About you:

The ideal candidate will have the below qualifications and experience:

• Bachelor’s degree in business administration or a similar field.

• Masters degree preferred. • Minimum of 5-7 years of experience in a similar field (community management, property management, customer service).

• Proficiency in MS Office.

• Project Management skills.

• Data Management & Reporting

• Understanding of Service Level Agreements (SLAs)

• Basic Financial Understanding

• Effective interpersonal and communication skills.

• Problem-Solving and Decision-Making • Time management, priority setting, and organizational skills.