Senior Manager - Water Assets OandM

Role Purpose

The Manager - Community Management is responsible for overseeing the overall management, operations, and resident experience within assigned communities. This role ensures the effective implementation of community rules and regulations, the efficient delivery of services, and the cultivation of a positive living environment, ultimately contributing to resident satisfaction and the long-term value of the properties managed by DHCM.

Key Responsibilities/Accountabilities

1. Community Operations Management:
• Oversee the daily operations and administration of assigned communities, ensuring high standards of maintenance, cleanliness, and security.
• Manage service providers and contractors, ensuring adherence to Service Level Agreements (SLAs) for services like landscaping, cleaning, pest control, and security.
• Conduct regular site inspections to monitor the condition of community assets and service quality, addressing any identified issues promptly.
2. Resident Relations & Engagement:
• Act as a primary point of contact for community residents, addressing their inquiries, concerns, and complaints effectively and professionally.
• Foster strong relationships with residents, promoting a sense of community and actively encouraging participation in community activities.
• Facilitate effective communication channels between DHCM and residents, disseminating important information and updates.
3. Budget & Financial Oversight:
• Prepare community budgets, oversee and manage approved budgets including service charges and operational expenses, ensuring financial discipline and transparency.
• Monitor expenditure against budget, identify variances, and implement corrective actions as needed.
• Ensure timely collection of service charges and manage payment-related queries or disputes in collaboration with the Finance team.
4. Community Rules & Regulations Compliance:
• Ensure residents and service providers comply with the established Community Rules and Regulations and relevant governing laws.
• Manage and resolve violations or non-compliance issues in a fair and consistent manner.
• Educate residents on community guidelines and promote responsible behavior.
5. Stakeholder Management:
• Collaborate effectively with internal departments (e.g., Finance, Technical, Customer Experience, Legal) to ensure seamless service delivery and issue resolution within the communities.
• Liaise with external authorities, government bodies, and developers as required.
6. Team Leadership & Development:
• Lead, mentor, and develop a team of Community Management professionals (e.g., Senior Executives, Executives), setting clear performance objectives and providing regular feedback.
• Foster a collaborative and high-performing environment within the team.
7. Reporting:
• Prepare regular reports on community performance, resident satisfaction, budget status, and key operational metrics for senior management.
8. Health, Safety, and Environmental (HSE) Responsibilities:
• 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.

Knowledge & Experience

Minimum Qualification:

• Bachelor’s degree in business administration, Property Management, Real Estate, or a related field.

Experience:

• Minimum of 7-10 years of progressive experience in community management, property management, or real estate operations, with at least 3-5 years in a managerial or supervisory capacity.
• Strong understanding of community living concepts, owner association management, and relevant local regulations.
• Proven experience in managing service providers and overseeing community budgets.

Technical Competencies:

• Proficiency in Microsoft Office Suite and relevant property/community management software.

Behavioural Competencies:

• Excellent leadership, team management, and interpersonal skills.
• Strong communication, negotiation, and conflict resolution abilities, both written and verbal.
• Exceptional organizational and project management skills, with meticulous attention to detail.
• Strong analytical and problem-solving abilities.
• Customer-centric mindset with a commitment to delivering high levels of resident satisfaction.