Senior Supervisor - Community Management (National Talent Holding Community Management

About Dubai Holding Community Management:

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

At DCM, 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 (J ), and Business Bay Executive Towers, among others. Additionally, we manage iconic districts, including Business Bay, Dubai Land Residences, Jaddaf Waterfront, Dubai Media City, Dubai Internet City, Dubai Studio City, Dubai Harbour, and more.

An opportunity has arisen for a Senior Supervisor – Community Management to join Dubai Holding Community Management. The main duties and responsibilities of this role include:

• Respond to all inquiries and complaints from owners/tenants in a timely manner, ensuring adequate customer service
• Investigate customer complaints to identify issues, follow up on relevant actions, and ensure customer satisfaction with the outcome
• Escalate unresolved issues efficiently through appropriate processes
• Educate owners and tenants about DHCM’s community rules and regulations to ensure full compliance
• Assist the Community Manager in liaising with local authorities and communities to address day-to-day community issues
• Execute the timely collection of service charges for assigned communities to ensure sufficient funds for sustained services
• Inform owners/tenants of any changes or issues related to service charges to avoid disruption to community services
• Participate in budgeting for assigned communities with the Community Manager, providing relevant information for accurate budget preparation in line with DHCM’s standards

• Perform regular site inspections of assigned communities to observe the condition of assets and service quality (soft services, pest control, external cleaning, waste management, landscaping, and security)
• Monitor third-party service providers to ensure services maintain the community in line with Service Level Agreements (SLAs)
• Provide feedback and coordinate with relevant internal departments and/or third-party service providers to address identified issues with community infrastructure or soft services promptly

• Issue No Objection Letters (NOLs) for assigned communities to ensure all activities are conducted safely, securely, and in compliance with community rules
• Update the database of owners to ensure accurate contact details for service charge collection and ongoing communication
• Ensure all customer complaints are logged in the system to record and monitor progress in a timely and quality manner
• Follow all relevant departmental policies, processes, standard operating procedures (SOPs), and instructions for controlled and consistent work execution
• Prepare Facility and Community Management departmental statements and reports accurately and timely to meet DHCM’s requirements, policies, and standards
• Identify opportunities for continuous improvement in systems, processes, and practices, considering international leading practices, cost reduction, and productivity improvement
• Maintain regular and up-to-date incident and progress reports
• Adhere to company policy and procedure, maintaining professionalism and confidentiality of all information
• Decision-making authority rests with the line manager, department head, and business unit head as…