Community Management

1. JOB DETAILS:
   Job Title: Senior Officer – Community Management
   Reports to: Senior Manager – Community Management
   Department: Community Management – wasl Property Management
   Function:
   Job Code:
   Prepared / Revised on:

2. POSITION SUMMARY:

The “Senior Officer” shall directly assist the “Senior Manager” in managing the community and/or assets accurately, efficiently and in full compliance with RERA regulations and all other applicable laws in the Emirate of Dubai. The Senior Officer shall support the supervision of team members and report directly to the Senior Manager. Both will work closely together to achieve the company’s objectives whilst exceeding customers’ expectations. 

His/her main duties will be to assist the Senior Manager in carrying out the following responsibilities: 

Liaising with the Homeowners Committee / Owners Committee to resolve issues and work on initiatives that will benefit the community, in line with RERA Jointly Owned Property (JOP) regulations and related guidelines.

Daily resolution of homeowners’ and residents’ issues relating to the community and common areas, ensuring proper logging, follow-up and closure in line with internal SLAs and regulatory requirements.

Ensuring the community and residents consistently achieve a high level of satisfaction in line with company objectives, customer experience standards and RERA requirements.

In addition to the above, the Senior Officer shall be responsible for maintaining a high level of hospitality and service excellence in all interactions with homeowners, residents and guests, ensuring that their experience in the community is enjoyable, safe and compliant with applicable regulations. The Senior Officer shall also support and encourage all team members to always provide exceptional hospitality services and to maintain a positive and professional attitude. 

To achieve this, the Senior Officer shall assist in the implementation and coordination of various hospitality and community engagement initiatives such as: 

Providing welcome packages and orientation to new owners and residents.

Organizing events and activities to build a strong sense of community.

Supporting concierge-type services (where applicable).

Ensuring cleanliness, safety and maintenance of common areas in coordination with Facilities Management and service providers.

Responding to homeowners’ and residents’ needs in a timely and efficient manner.

The Senior Officer shall support the establishment and maintenance of positive relationships with vendors and service providers to ensure high-quality and compliant services are provided to the community in line with the contracts, SLAs, and RERA/OA requirements. 

Furthermore, the Senior Officer shall assist in ensuring that the community is compliant with all relevant regulations and laws, including but not limited to: 

RERA regulations and circulars governing jointly owned properties, service charges and Owners Associations.

Health and safety regulations.

Civil defence, fire and life safety requirements.

Building codes, environmental, and other applicable local authority requirements.

The Senior Officer shall support the Senior Manager in ensuring that all team members are properly oriented and trained on such regulations and that they are always followed. 

Ultimately, the Senior Officer shall contribute to creating a welcoming, inclusive and vibrant community that exceeds the expectations of homeowners, residents and guests, and reflects the company’s commitment to excellence, hospitality and regulatory compliance. 

3. JOB DIMENSIONS:

Number of Staff Supervised
Direct Reports: 1-2
Total Reports:

4. KEY RESPONSIBILITIES AND PERFORMANCE STANDARDS:

Key Accountabilities:

Community Management:

• • Support the Senior Manager in maintaining a high level of hospitality and service excellence in all interactions with homeowners, residents and guests.
  • Assist in organizing events and activities that promote community engagement and harmony.
  • Coordinate with service providers to ensure cleanliness, safety and maintenance of common areas at all times.
  • Ensure that all community rules, regulations and policies are clearly communicated and consistently applied, in alignment with RERA and OA bylaws.
  • Assist in establishing and maintaining positive relationships with vendors and service providers to ensure quality service delivery.
  • Ensure that all activities are carried out in accordance with RERA, Dubai Land Department and other relevant government authorities’ requirements.

Budget Management:

• Assist in monitoring budgets and implementing cost-saving initiatives and service fee collection strategies as applicable and permitted by regulations.

• • Support the Senior Manager in managing budgets of the assigned communities to ensure efficient use of funds.
  • Assist in reviewing invoices and supporting documents to ensure accuracy and compliance with contracts before submission for approval.
  • Coordinate with Finance and Facilities Management teams to support collection of service fees and control of operating expenses as per RERA-approved budgets.

Regulatory Compliance & Task Management (RERA & Mollak)

• • Coordinate and oversee all community management activities related to RERA and Mollak to ensure compliance with applicable regulations, timelines and documentation standards.
  • Assign and follow up on jobs, legal cases, service charge/JOP-related requests and other regulatory tasks to the relevant officers and management.
  • Maintain accurate records of all compliance activities, submissions and approvals to support audits and inspections.
  • Serve as a key point of coordination for RERA related queries, inspections and reporting requirements within the department.

Service Providers Management

• • Assist in managing consultants and service providers engaged for various community projects and services (e.g. security, cleaning, landscaping, MEP, lifeguards, etc.).
  • Monitor performance against contracts, KPIs and SLAs, and escalate deviations to the Senior Manager.
  • Participate in inspections and site walks with service providers to verify the adequacy and quality of services rendered.

Budgeting, Financial Coordination & Cost Control

• • Assist in drafting the annual budget for Wasl Community Management in alignment with departmental plans and digital transformation priorities.
  • Liaise with Central Finance on budget submissions, revisions, financial reporting and alignment with corporate guidelines.
  • Monitor and control community expenses, ensuring adherence to approved budgets and highlighting variances and cost saving opportunities.
  • Support cost optimization through efficient use of systems, contracts and vendors, and by identifying opportunities to reduce manual effort and duplication of work.

Stakeholder Engagement & Reporting

• • Foster effective communication and collaboration between internal teams (Community Management, Operations, Finance, Procurement, AMSS, Marketing, Customer Care, FM, Urban Management) and external stakeholders (RERA, Mollak/ERES support, service providers, consultants, residents and owners).
  • Work with internal teams (Facilities Management, Finance, Legal, Leasing, etc.) as guided by the Senior Manager to support the preparation of community budgets and operational plans.
  • Coordinate with Marketing and Communications to provide content and support the development of newsletters and community communication material.
  • Liaise with regulatory and government entities (through the Senior Manager where required) to ensure compliance and resolution of regulatory matters.

Team Support and Guidance

• • Support the Senior Manager in guiding and coordinating the community team members to ensure adherence to company policies, procedures, service standards and code of conduct.
  • Assist in planning daily activities and priorities of the community team and crew.
  • Provide constructive feedback to team members as delegated and raise performance concerns to the Senior Manager.
  • Participate in departmental meetings to provide updates on community issues and proactively flag potential problems.

Correspondence & Customer Communication

• • Review daily correspondence from homeowners, residents and other stakeholders, ensuring issues are resolved as soon as possible or escalated to relevant departments.
  • Draft and issue (after approval) circulars, community updates, flyers, awareness campaigns, emails and SMS blasts, in line with corporate and regulatory standards.
  • Ensure residents, homeowners and customer-facing staff are kept updated on activities, maintenance works, shutdowns, emergencies and any other matters affecting the community.

Key Technical Skills and Knowledge:

5. COMMUNICATIONS and WORKING RELATIONSHIPS:

• Internal: Community Management Teams, IT Department, Operations, Finance, Procurement, AMSS, Marketing, Customer Care, Senior Management, FM Team, Urban Management Team
• External: RERA, Mollak / ERES support teams, App developers, IT vendors, service providers, consultants, community residents and owners

6. CONTEXT, WORK ENVIRONMENT AND DECISION-MAKING AUTHORITY:

• The role operates within a fast-paced community management and digital environment requiring close coordination with multiple internal and external stakeholders. The position holder is expected to exercise sound judgment in prioritizing tasks, resolving system and operational issues, and escalating matters when necessary. Decision-making authority includes coordinating technical resolutions, assigning compliance-related tasks, and recommending system improvements, subject to management approval.

7. FINANCIAL RESPONSIBILITIES AND ACCOUNTABILITIES:

• Support department budget planning and cost control
• Assist in cost optimization through efficient system utilization and vendor coordination

8. SELECTION CRITERIA:

Qualifications and Experience (Essential):

• Minimum graduate degree from a reputed university, with qualifications such as engineering, facilities / property / project management or a related discipline; hospitality background preferred.
• Professional Community Management certification (e.g. RERA-approved/industry-recognized) preferred / as required by law.
• Minimum 4 years of relevant experience in community or property management, preferably in a medium to large organization and within the UAE market.
• Good computer skills (MS Office, CAFM / property management systems, CRM platforms).
• Strong understanding of RERA regulations, joint ownership laws, Owners Association governance, service charges and related Dubai Land Department guidelines (or ability and willingness to acquire this knowledge quickly).
• Ability to interact tactfully, professionally and effectively with customers, committees, service providers and government entities.
• Excellent organizational, time management and follow-up skills.
• Strong problem analysis, problem solving and research skills.
• Excellent communication skills (written and oral).
• Strong presentation skills (verbal and written).
• Good copywriting skills for notices, newsletters and official correspondence.
• Ability to understand and explain budgets and financial reports to committees and non-financial stakeholders.
• Excellent English language skills required; Arabic language skills an advantage.
• Ability to convey messages politely, tactfully and confidently in conflicts or challenging situations.
• Ability to provide basic coaching, guidance and on-the-job support to junior team members.
• Ability to utilize available resources effectively and coordinate multiple stakeholders.
• Demonstrated customer-service mindset, integrity, and commitment to regulatory compliance and continuous improvement.

(Desirable):

• He/she must be strongly customer-centric, demonstrating a genuine service mindset in all interactions with owners, residents and stakeholders.
• Preferably with some hospitality background, or equivalent experience in a customer-facing role, ensuring high standards of service and guest relations
• Experience working in large-scale residential or mixed-use community environments
• Familiarity with UAE real estate regulations and service charge frameworks
• Experience supporting audits, regulatory inspections, or compliance reviews
• Certification or training in project management, IT systems, or digital transformation
• Experience with customer engagement or CRM platforms

Note: This job description provides a broad indication of the role and responsibilities of the position. The position holder may be required to perform additional tasks and responsibilities not listed here, in line with organizational needs and changes in business priorities.