Community Management

Role Overview

Senior Officer – Community Management at wasl Property Management, located in Dubai. This position reports to the Senior Manager – Community Management within the Community Management department.

Role Purpose

The Senior Officer directly assists the Senior Manager in managing communities and assets accurately, efficiently and in full compliance with RERA regulations and all applicable laws in the Emirate of Dubai. The role supports team supervision, achieves company objectives and exceeds customer expectations through hospitality, regulatory compliance and operational excellence.

Key Responsibilities

Community Management

• Support the Senior Manager in maintaining high levels 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 Owners Association 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.
• Provide welcome packages and orientation to new owners and residents.
• Support concierge-type services where applicable.
• Respond to homeowners' and residents' needs in a timely and efficient manner.

Daily Operations and Issue Resolution

• Resolve homeowners' and residents' issues relating to the community and common areas daily.
• Ensure proper logging, follow-up and closure of all issues in line with internal SLAs and regulatory requirements.
• Review daily correspondence from homeowners, residents and other stakeholders, ensuring issues are resolved as soon as possible or escalated to relevant departments.
• Ensure the community and residents consistently achieve a high level of satisfaction in line with company objectives, customer experience standards and RERA requirements.

Budget Management and Financial Coordination

• 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 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.
• 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.

Regulatory Compliance and Task Management

• 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 and JOP-related requests and other regulatory tasks to 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.
• 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.
• Support the Senior Manager in ensuring that all team members are properly oriented and trained on such regulations and that they are always followed.

Service Providers Management

• Assist in managing consultants and service providers engaged for various community projects and services, including security, cleaning, landscaping, MEP, lifeguards and others.
• 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.

Stakeholder Engagement and Reporting

• Liaise with the Homeowners Committee or 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.
• 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 and others) 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 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.
• Support and encourage all team members to always provide exceptional hospitality services and to maintain a positive and professional attitude.

Correspondence and Customer Communication

• Draft and issue circulars, community updates, flyers, awareness campaigns, emails and SMS blasts after approval, 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.

Qualifications & Experience

• Minimum graduate degree from a reputed university, with qualifications in engineering, facilities management, property management, project management or a related discipline; hospitality background preferred.
• Professional Community Management certification, such as RERA-approved or industry-recognized certification, preferred or 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.
• Experience working in large-scale residential or mixed-use community environments desirable.
• Familiarity with UAE real estate regulations and service charge frameworks desirable.
• Experience supporting audits, regulatory inspections or compliance reviews desirable.

Skills & Competencies

Technical Skills

• Advanced knowledge and hands-on experience with community platforms such as Mollak and similar systems.
• Intermediate to advanced working knowledge of ERP, CRM and community apps in support of operations, finance and customer engagement.
• Advanced proficiency in coordinating updates, monitoring performance and enhancing user experience for community apps.
• Intermediate proficiency in monitoring KPIs, analytics, process performance and preparing management reports.
• Intermediate proficiency in supporting automation, workflow optimization and digital adoption initiatives.
• Advanced knowledge and capability in ensuring compliance with RERA requirements, timelines and reporting.
• Good computer skills including MS Office, CAFM and property management systems, and CRM platforms.
• Intermediate proficiency in assisting with budget preparation, monitoring expenses and supporting cost optimization.

Professional Competencies

• Advanced proficiency in coordinating between internal teams, residents, vendors and regulators.
• Advanced proficiency in managing multiple tasks, priorities and timelines effectively.
• Advanced adherence to organizational policies, integrity and governance standards.
• 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.
• Excellent organizational, time management and follow-up skills.
• Strong problem analysis, problem-solving and research skills.
• Ability to utilize available resources effectively and coordinate multiple stakeholders.

Communication and Interpersonal Skills

• Excellent communication skills, both written and oral.
• Strong presentation skills, verbal and written.
• Good copywriting skills for notices, newsletters and official correspondence.
• Excellent English language skills required; Arabic language skills an advantage.
• Ability to interact tactfully, professionally and effectively with customers, committees, service providers and government entities.
• Ability to convey messages politely, tactfully and confidently in conflicts or challenging situations.
• Ability to understand and explain budgets and financial reports to committees and non-financial stakeholders.

Professional Attributes

• Demonstrated customer-service mindset, integrity and commitment to regulatory compliance and continuous improvement.
• Strongly customer-centric, demonstrating a genuine service mindset in all interactions with owners, residents and stakeholders.

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