Manager - Quality Control & Handover
Damac Properties
Total years of experience :19 years, 11 Months
Pre-Handover Team: Worked on 25 projects in GCC & Middle East regions
• Manage operations of the Quality Control team (of 6 QC Executives responsible for Pre Handover inspection of units) within the Project Handover Management division
• Responsible for complete quality control checks & handover operations of all under construction & ready to be handed over projects of Damac in Team responsible for in-depth reporting on status of all Civil, Joinery & MEP related works in projects approaching delivery.
• Coordinate with Projects team to understand specific requirements & characteristics of each project related to MEP, utilities, drainage, fire fighting systems, cooling systems, third party service providers, spare parts etc.
• Preparing Inspection schedules, monitoring site work progress work in accordance with Project handover dates.
• Integrate & direct efforts of support teams (Hospitality for FF&E and OS&E placement, FM for Project Health & Safety) and smooth transition of roles upon taking over project from Main Contractor & Projects team.
Post-Handover Team: Currently managing post handover ops in 21 completed projects in GCC & Middle East regions
• Team comprising 4 QC Executives managing customer queries & maintenance issues post project handover during Defect Liability Period (DLP). Working towards implementing a Property Management model.
• Monitor & report to management about main contractor’s compliance to contractual obligations (TOC). Advise management on non-compliance issues.
• Responsible for vendor & supplier prequalification; appoint 3rd party contractors for Post DLP projects.
• Liaise & manage relations with registered 3rd party contractors & suppliers; team responsible for maintenance quotes, work coordination, completion acknowledgement, approve 3rd party payments
• Formulate & maintain working relations with Procurement, Hospitality & FM teams
• Managing a portfolio of residential & commercial properties including warehouses & labour camps spread throughout Dubai & the Northern Emirates.
• Drafting circulars for all tenants, preparing NOCs for fit-out works & other tenant requirements, preparing lease contracts, directing tenants on moving-in & exit procedures, advising tenants on Ejari procedures & rent increases, preparing final inspection reports for landlords & tenants’ review.
• Responsible for generating new business within the Property Management division, studying & developing project income feasibility reports for landlords, preparing competitive property management proposals.
• Rent collection on behalf of landlords, funds holding & transfer to landlords.
• Monitoring the Facility Management & Security Teams and their day-to-day operations, approve maintenance quotes & payments, supervision & direction of sub-contractors.
• Preparing monthly management reports for clients, draft summary reports showing occupancy percentage, banked monthly rental income and expenditure for client’s accounts
• Working with government authorities to make properties compliant with different regulations.
• Rendering advice to Landlord on:
Best real estate practices & trends, advising landlords on RERA laws & new amendments.
Revisions needed in existing FM contract to meet all maintenance requirements of the site
Returns vs. Investment Costs to improve site’s features to retain existing tenants & attract new tenants
• To monitor handover operations of Oceana Residences in Palm Jumeirah. Responsibilities include inspection of units, coordination between contractors to complete outstanding snags, preparing progress reports for senior management.
• To plan & monitor progress of project work, checking all aspects of interior, electrical & maintenance works, prepare cleaning schedule.
• Ensure completion of handover of units within specified deadline, planning phase by phase handover of units.
• To conduct Welcome Service, arrange for key handover & advise customers on post handover documentation & charges, to advise customers on options for leasing, resale & interior works and directing enquiries to respective departments.
• Responsible for any issues/requests/recommendation from the clients to the developer and the contractors. Work closely with the Facilities management team for the betterment of the project towards the satisfaction of the unit owners.
• To build and retain relationships with key international & national clients, presenting business proposals & solutions as per client’s requirements.
• Responsible for managing large accounts with a full range of financial assistance including funds consolidation, property swapping, payment follow up etc thereby contributing to Deyaar’s consistent cash flow and revenue generation.
• Develop and implement procedures to improve operational efficiency and to provide quality coaching and feedback for team members.
• Conducting in-depth study into projects & its specifications, providing business proposals in line with customer’s requirements.
• Sales & Marketing of developer’s properties; providing customers with unit details, floor plans, projects benefits.
• Negotiating with customer over price & payment plans thereby ensuring successful sale of units.
• Updating senior management with sale progress reports & market feedback analysis, preparing competitor comparison reports.
• Responsible for daily operations of the client relations team; training & guiding team on new procedures.
• To monitor the operations of 30 executives handling the technical support service for shipping corporation American President Lines (APL).
• Handling severity (outage) issues, maintaining the SLA, conducting conference calls with client, daily discussions with client support groups & EDS support groups to improve services & ensure compliance.
• Updating the Knowledge Base used with regular process updates, regular review sessions with agents.
• Work & break allocation, monitoring productivity of agents. Training team & new hires on process.
• Preparing RCA’s (root cause analysis) for the client of various issues reported to the Helpdesk.