Building Manager
Pacific Owners Association Management Services
Total years of experience :13 years, 11 Months
• Manage the building assets on behalf of Owners Association (OA) and report to the board and submit recommendations whenever needed to board members.
• Organize the Annual General Assembly meetings and board meetings, keeping record of minutes of meetings.
• Provide the board with monthly reports and quarterly annual reports covering administrative, financial, detailed technical services and major incidents.
• Handle 3rd party communications on behalf of OA and handle owners’ complaints in relation to the common areas.
• Provide advice and guidance to OA Board Members with regard to provisions in FM services and implementing sustainable short and long term plans to manage common areas and facilities in par with industry standards.
• On behalf of OA, to manage the process of receiving quotes from various vendors, selection and negotiation ensuring highest standards and value for money.
• Monitor and control the performance of all subcontractors and service providers to ensure their services are in line with contract.
• Maintain building management documents and manual which covers general security issues, emergency duties and procedures, general building records, repairs and maintenance service reports.
• Regular on-site inspections of completed works, ensuring 24-hour emergency services and contractor supervision controls.
• Establishing policies and procedures with the OA Board for the management of day to day activities such as move in/out, access cards, parking management, community rules, health club, swimming pool etc.
• Receipt, review and processing of creditor invoices monthly and quarterly basis.
• Preparing initial budget and introducing revenue earning strategies for the building.
• Service charge collections, recovery and follow up from all owners.
• To ensure the validity of community's Insurance policies, all suppliers insurances and their trade licenses.
• Obtain necessary approvals from relevant authorities (DCD, etc.) Maintain and monitor list of statutory requirements of the community (e.g. community levy, third party certificates, testing of fire alarms and firefighting, generators, central battery systems etc.)
• Assign priority, after analyzing the nature and severity of created service request for reported fault received through various front end platforms (Call Center / iPad Stations / Smart Devices / Front Desk Stations in various levels etc) in Enterprise Asset Management Software Maximo which is integrated with Oracle E-Business Suite 12.1.
• Liaising between elite high profile clientele (Apartment Owners / Tenants / POA Representative) and internal EMAAR Technical Service Department to organize survey and diagnose of reported concern for preparation of quotation. Verification is done with PQA (Property Quality Assurance) Department to check if the apartment is still covered under DLP (Defective Liability Period).
• Submit quotation and negotiate with Owner / Tenant and internal department on estimate amount in quote. After final negotiation and approval, a Work Order is created in Oracle E-Business Suite 12.1 / Maximo for a mutually agreed work execution date between concerned service providers and Owners / Tenants.
• Follow up with advance payment towards the Work Order with Apartment Owner / Tenant. For those apartments still covered under DLP (Defective Liability Period) an approval is sought with PQA (Property Quality Assurance) Department on quote estimate and PR (Purchase Request) is created for the same.
• Follow-up with Finance Department for final invoice after rectification of reported fault. Submit the final invoice to Owner / Tenant and follow-up for payments. For apartments covered under DLP, the relevant PR details are uploaded to close Work Order in the system.
•Obtain feedback from Owners / Tenants with regard to rectification of reported fault and to address their feedback to corresponding departments. To ensure that services offered are in line with client requirements and is improved on a continuous basis in the most cost-effective manner. To ensure that all procedures followed from start till end of work flow are in line with SLA (Service Level Agreement) and Burj Khalifa QMS (Quality Management System).
• To handle negative feedbacks of service, damages occurred to private properties during work execution and to analyze possible solutions. To diplomatically and tactically handle serious escalations from premium Clients and co-ordinate with various internal departments for possible resolution and close out of escalation.
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• Liaising between Owners / Tenants and 3rd Party service providers for external rope access to private deck balconies and for protection of private outdoor FF & E items while special events are being hosted in Burj Khalifa like the customary New Year eve fireworks, movie shoots, routine glass façade cleaning etc.
• To conduct periodical walk through inspections in Ground Level Main Lobby Reception, Level 43 & Level 76 Sky Deck Lobbies, Swim Pools & Health Club, Level 123 Sky Deck Lobbies, Coffee Lounge, Library and other FOH (Front of House) common areas to identify and report the damages/defects to FF & E (Furniture, Fixtures & Equipment) owned by Burj Khalifa.
• To produce weekly / monthly reports and charts from data compiled / extracted from Maximo and Oracle E-Business Suite for departments like Concierge Department, Technical Service Department and Finance Department etc.
•Major accomplishment achieved within the role was to set up a new Back Office and streamlining the operations to effectively bridge the gap between front end Concierge Department, Internal Technical Service Department, 3rd party service providers and Owners / Tenants and to serve as a common platform between all parties involved.
• To define work flow procedures, prepare step by step flow charts for various processes involved, identify roles and assign responsibilities to individuals, preparation of training manuals, monitor the operations and identify required corrections in the process for smooth Back Office operations.
Ensure the effective delivery of Help Desk function, associated KPI’s in terms of responsiveness and overall client satisfaction with the helpdesk service, ensure the most cost effective means of repair is undertaken for reported building faults whilst keeping Client and contractors’ safety as the foremost consideration & ensure that contentious issues are appropriately escalated to the relevant personnel.
• Refer and follow-up daily reactive and preventative maintenance tasks assigned to internal resources (site based staff) and external resources (suppliers & sub-contractors) for their timely completion as per contractual requirements and associated KPI’s.
• Liaising with personnel at various sites, especially site based admin staff to ensure client requests that can be managed/attended to by internal site based resources are processed efficiently, liaising with sub-contractors and external service providers at various sites, to ensure client requests that are attended to by external resources are processed efficiently.
• Assist to liaise with personnel at various sites, to ensure helpdesk related processes and procedures are amended as required to achieve contract specific deliverables, Call Productivity - Ensure Client calls are answered in a timely manner.
• Fault Logging - Faults are accurately logged and allocated to the correct party for rectification whilst reflecting client KPI’s and scope, follow up - Faults are followed up to Page 2 of 4
completion in line with Client expectations, provide meaningful reporting to demonstrate levels of service for the Help Desk and individual contracts.
• Continually seek ways to improve business processes and procedures pertaining to the helpdesk, CMMS and overall customer service to ensure that client satisfaction is improved on a continuous basis and in the most cost-effective manner and assist to prepare Helpdesk related documentation, processes and procedures in accordance with the Multiplex QMS (Quality Management System).
To attend Client’s call, answer to their queries and concerns and feed their complaints in to the database using unique software Concept 500 System. To inform and familiarize the concerned Technicians / Subcontractors about the Client’s complaint, location and problems.
• To update the same in Concept 500 System and the same is followed up on a regular basis until the complaint is rectified by the concerned Technicians / Subcontractors. As per the feedback from Technicians / Subcontractors, Purchase orders will be prepared for any materials required.
• Crystal reports, updating completed jobs and other information on timely basis, Handling and preparing minutes of meeting, monthly reports, documentation and follow up.
•Maintaining outgoing and incoming correspondence files and mails, manage output workflow and office deadlines, schedule appointments and meetings, making travel arrangements, receive and convey accurate and timely messages from telephone callers, and answer queries where possible.
Manage and coordinate with Dun & Bradstreet UK clients. Update DNB Clients business records & generate credit report. Responsibility includes selling the appropriate package of credit report for credit reference, marketing and debt for business customers to existing customers UK, in the most economical, profitable and time bound way.
• Update the Clients business status and to be in constant information of business like Business name, present Address, contact phone numbers, E-mail ID, Web address, Mangers & proprietors name, Bank details, Annual sales turn over location etc. as well as to continuously check the credit worthiness of the clients in credit report
•Major accomplishments include The Best Performance Executive Customer Representative-Management appreciation for exceeding the performance expectation, in addition to several customer appreciations as well.
Manage and coordinate, motivate and handle the entire Team of Customer Support personnel. To coach, familiarize and conduct awareness programs of the products and schemes to new agents, with the optimum standards set forth by the IT Industry.
• Responsibility includes selling the appropriate package of credit card protection to existing customers in USA, in the most economical, profitable and time bound way. Page 3 of 4
• To familiarize the clients about additional Promo’s & Partner Info Promo’s.
• To check the customer status and to be in constant contact with clients through E-mails, update and document their present Address, contact phone numbers, E-mail ID, location etc. as well as to continuously check the credit worthiness of the clients before or during the major life & covered events, Movers LD & LT status.
•Major accomplishments include the appreciation for The Best Quality Agent for exceeding performance expectation in addition to several customer appreciations.
Estimation, preparation & comparison of tender statements, Order confirmations, Customer retention policies, handling marketing team, daily sales and cash reports.
•Generating monthly report of the staff & maintaining salary status of the staff. Monthly review of performance & appraisals.
• To attend customer calls and answer to their queries, maintaining. Generating monthly reports.
•Materializing marketing activities, Handling bank transactions, Day-to-day operations including administration. Maintenance of customer records & customer concerns.