Operations Coordinator

JOB DETAILS

Position Title: Community - Operations Coordinator

Reports to: Manager / Senior Manager

Department: Wasl Community Management (OAM)

POSITION SUMMARY

The Community Operations Coordinator is a key role within Wasl Community Management, responsible for supporting and driving the department’s digital transformation agenda and operational effectiveness. 

The role focuses on leading and coordinating enhancements and day‑to‑day operations of digital platforms including, but not limited to. The role also supports cross‑functional coordination and contributes to continuous improvement of community experience and internal efficiency. 

JOB DIMENSIONS

Number of Staff Supervised
Direct Reports: 0-1
Total Reports: None

KEY RESPONSIBILITIES AND PERFORMANCE STANDARDS

Digital Platforms Management & Coordination

• Act as the central coordinator between Wasl Community Management and internal stakeholders (e.g. Community Operations, Customer Care, Finance, Procurement, AMSS, Marketing) for the Wasl Community App, Wasl corporate ERP, RERA ERP (Mollak), Wasl CRM and other digital platforms.
• Coordinate resolution of system issues, enhancements, upgrades and new feature requests with the relevant internal and external stakeholders, ensuring timely closure and minimal disruption to operations.
• Monitor platform performance, usage, user feedback and key metrics to identify improvement opportunities and support higher digital adoption.
• Support the design and rollout of new digital functionalities, ensuring alignment with community needs, regulatory requirements and departmental processes.

Process Mapping, Optimization & Automation

• Assist the Manager in mapping, drafting and continuously improving Wasl Community Management processes and procedures, with a focus on standardization and efficiency.
• Identify opportunities to streamline and automate workflows across digital platforms (Community App, ERP, Mollak, CRM and others), in coordination with relevant departments.
• Develop and maintain process documentation, SOPs and checklists to support consistent execution and compliance.

• 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.

Marketing Coordination & Community Engagement

• Liaise with the Marketing Department on all marketing and communication initiatives related to Wasl Community Management, including but not limited to the Wasl Community App, digital campaigns and community awareness programs.
• Support the planning and execution of digital engagement and adoption campaigns, ensuring messages are aligned with community needs and corporate branding guidelines.

Budgeting, Financial Coordination & Cost Control

• 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).
• Prepare and present periodic reports and dashboards on

Process improvement and automation progress

• Regulatory compliance status (RERA / Mollak)
• Budget utilization and cost control

General & Additional Responsibilities

• Contribute to departmental planning, projects and initiatives related to community experience, quality, and operational excellence.
• Ensure adherence to organizational policies, procedures, ethics and governance standards.

KEY TECHNICAL SKILLS AND KNOWLEDGE

COMMUNICATIONS & 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

WORK SETTING & DECISION 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.

FINANCIAL RESPONSIBILITIES

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

SELECTION CRITERIA

Qualifications and Experience (Essential):

• Candidate with a minimum of 3-5 years experience in community management, operations coordination, or a related Digital-driven role.
• Bachelor’s degree in Information Technology, Business Administration, or related field.
• Strong understanding of community management platforms (e.g., Mollak), SAP systems, and digital service delivery.
• Proven experience coordinating cross-functional teams including IT, Operations, Marketing, and Regulatory bodies.
• Proficient in MS Office, project management tools, and relevant digital platforms.

(Desirable):

• 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
• Experience with customer engagement or CRM platforms