Senior Operations Executive
Dubai Multi Commodities Centre (DMCC)
Total years of experience :14 years, 8 months
I managed site selection and leasing for 10 new business centers, assessing locations, budgets, and competitors. I collaborated with real estate experts, evaluated properties, and ensured lease agreements aligned with our interests and legal requirements. I coordinated with marketing, PMO, and procurement to plan layouts, furnish spaces, and handle tenant agreements, zoning compliance, and lease management, including rent and renewals.
I collaborated with architects and interior designers to optimize space layouts and led the design of shared amenities, ensuring compliance with accessibility regulations and safety codes. I also coordinated the installation of network infrastructure and technology equipment, oversaw procurement processes, and ensured furniture and equipment met our branding standards. Additionally, I managed equipment testing and safety inspections, implementing security measures like access control systems and surveillance cameras for occupant protection.
I developed comprehensive budgets covering all aspects of business center establishment, collaborating with Finance on revenue projections. This included pricing strategies, occupancy rates, and income sources like memberships and rentals. I managed fund allocation for capital expenses, detailed ongoing operating costs, negotiated supplier terms, and optimized pricing strategies for revenue and competitiveness. I also worked with marketing and sales teams to attract tenants and monitored debt management and payments.
I gathered and validated financial data, compared actual performance to budgets, monitored expenses and key performance indicators, and analyzed industry benchmarks. I conducted trend analysis, reported variances, and provided financial updates to senior management. I also assessed ROI for capital projects, recommended investments and cost-saving measures, and identified potential financial risks.
I conducted market analysis to identify customer segments based on their needs, preferences, and demographics, while evaluating competitors. I created detailed client personas and ideal tenant profiles to guide sales and marketing efforts and helped define the business's brand identity, including its unique selling proposition and value proposition. Collaborating with the Marketing team, I selected effective channels and oversaw the creation of high-quality content, visual identities, and lead generation strategies. I established a standardized sales process, identified strategic alliance opportunities, and utilized CRM software to track client interactions and gather feedback. In addition, I defined key performance indicators and monitored marketing and sales metrics to assess strategy effectiveness, making necessary adjustments to enhance the return on investment.
I supported the company in the creation of a customized mobile application aimed to enhance tenant satisfaction, and streamline operations. I spearheaded IT infrastructure assessments, collaborated with IT teams to identify technology needs, and developed budgets for infrastructure setup and maintenance. I also managed internet service provider selection, redundancy solutions, and network design. Furthermore, I supervised hardware and software acquisition, IT helpdesk support, and maintenance. Lastly, together with the IT Team, I oversaw performance metrics & assessed IT infrastructure and service performance to align IT strategies with business goals and prioritize scalability and data security.
I developed onboarding procedures, maintained open communication & managed events to create a welcoming tenant experience. I also tailored services and amenities, initiated lease renewal discussions, and established exit strategies for departing tenants. Additionally, I implemented crisis management plans and KPIs to measure tenant satisfaction, providing regular reports to senior management and stakeholders.
I conducted initial assessments of business operations by gathering insights from current clients and identified areas for improvement. I coordinated staff recruitment, hiring, and training, defining roles and responsibilities, emphasizing teamwork and client-centric service, and implementing SOPs for operational processes.
Additionally, I managed security protocols, safety drills, maintenance schedules, and document management systems, providing administrative services. I conducted client orientation sessions, developed policies for resolving client complaints, and trained staff in conflict resolution and customer service techniques.
I also enhanced online processes for efficient access and organized events to build a sense of community among tenants. Furthermore, I created contingency plans for emergencies, oversaw data and document backup systems, and defined KPIs for measuring operational performance, including client satisfaction, occupancy rates, and maintenance response times.
Follow up with customers’ complaints and solving them
Receiving payments and supporting the collection team.
Preparing monthly reports to the management
Identify and develop potential business partners and grows existing client partnerships
Develop and Implement plans to service assigned strategic business partners.
Ensuring a Pro-active communications with the clients in order to maintain a high level of customer satisfaction.
Meeting the Clients in regular basis and standing on their concerns and finding solutions.
Providing the full accurate and precise information's about business related inquiries.
Meeting the challenge of achieving the highest levels of customer satisfaction.
Able to work under pressure especially the updates related to the changes in the business role and system functioning.
Attend all in-bound calls by helping the clients in their inquiries, follow ups and complaints thorough different channels.
Managing the emails received from the customer care and responding within the maximum time frame of 24 to 48 working hours.
Guiding the clients with the needed information through all communication channels.
Escalate the urgent issues and address them to the concerned team immediately.
I received the bachelor's degree in business administration from Preston University in Ajman in 2012; my specialization was in the Marketing and Finance.
