Executive - Community Management

Job Description

Key Responsibilities:External Stakeholder Management

• Adopt superior customer service culture in the department by ensuring all investor enquiries are responded to in a professional and courteous manner and upholds the customer service standards of DCM
• Provide excellent services to customers and manage key relationships in order to ensure their satisfaction with the provided services and resolution of issues to the customers? satisfaction?
• Sort and prioritize complaints to the concerned departments, setting response time as per the agreed KPIs and follow up on the closure of the complaints and accordingly update customer
• Attend to all the customer(investors/owners/residents) feedback and complaints, and prepare actions plans to address and resolve all issues
• Collaborate with other DCM functions to address investor queries/complaints including channeling maintenance issues, strengthen communication outflow to the communities and provide input to other initiatives for future planning for the assigned communities
• Provide initiatives and suggestions to continue improving Customer Experience at all stages in the Lifecyle of the community
• Provide owners association management services to jointly owned properties in DCM in alignment with RERA Regulations. Ensure adherence to all rules, legislations, laws, and regulations relating to communities and master communities
• Administer even and fair enforcement of the Jointly Owned Property Declaration, including Community Rules, and any Building Management Statement in respect of the Jointly Owned Property law and directions therein.
• Set out and implement the communication strategy with the investors within the communities
• Develop, maintain, and perform regular updates for the customer database to ensure the accuracy of the database of owners and properties in the records and system.

• Manage the collection of community service charges in order to ensure availability of sufficient funds to sustain services to the communities. That includes follow up calls, follow up letters, answering all financial and technical inquiries in regard to service charges.
• Handle invoicing and collections of community services charges and ensure execution in a timely manner so that adequate funds are available for the maintenance and operations of the community common facilities and infrastructure such as landscaping, lakes, public parking?etc.
• Develop and follow a robust collection system to oversee timely collection of targeted service charge and for prompting follow-up on pending payments &/or non-payment scenarios
• Ensure each account has complied with its financial obligations, including the timely budgeting, invoicing, and collections of Service Charges

• Develop and oversee the implementation of policies, procedures and controls covering the Community Management division so that all relevant procedural/legislative requirements are fulfilled while delivering quality and cost-effective service
• Ensure appropriate and consistent processes are in place to issue no objection certificates for activities inside the communities in order to ensure compliance with the Community Rules and Regulations at all times in addition to maintaining the safety and security of the communities.
• Prepare and release MIS reports to provide Management with timely information to monitor the progress of community management initiatives against plan and budget
• Implement the Master Community Declarations in all DCM Master Communities

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