Community Operations Manager
Emaar Misr For Development
مجموع سنوات الخبرة :15 years, 4 أشهر
Responsible for day-to-day activity with total number of resident units exceeding 4000 units.
Maintain best practice in the delivery of community services to livable zones.
Manage and monitor the use of community facilities, ensuring that they are available, maintained and operated to the highest standard required.
Communicate with homeowners/occupants on all matters relating to community.
Ensuring any client modifications complies with the company rules and regulations
Enforcement of community rules and regulations where necessary serving and processing of violation orders and fines.
Supervising on the facility management department to ensure the best service provided to homeowners.
Manage the portfolio of operations in the community ensuring the sustainability of required services (community development, FM, Security ect.)
Acting as the 1st escalation point for critical or unresolved dispute or residents' requests and follow up on solving them,
Periodically checks according to schedule all community facilities and recommend preventive and corrective maintenance action.
Managing Customer Excellence Department’s technical operations after handover.
Responsibilities and achievements:
Creating, applying, & monitoring improvement plans for Modifications, DLP, & Alterations departments process to increase the volume of work, adding new services and to monitoring results.
Ensure that all Modifications, DLP, & Alterations requests are handled and resolved within SLA as per Emaar’s guidelines, assuring customers satisfaction.
Review and approve modifications associated marketing materials such as layouts, SMSs, and brochures to communicate any announcement related to Modifications and DLP services.
Handling escalated critical cases and complaints with top management till case is closed.
Manage interface with CM department to reduce violations at the community.
Manage interface with governmental relations department through reconciliations and license modifications process.
Seashell / North Coast Handover technical operations
• Handle all handover related communications and schedules with customer excellence team.
• Manage the owners snag lists and addressing them through proper communications, coordination, and escalating with related departments.
• Monitor periodic quality checks on units listed for handover.
• Insure customer satisfaction and improve customer experience.
• Review and approve contractors invoices.
• Follow up on contractors inspection requests.
• Follow up on customer excellence’s list of comments to release units for handover.
• Follow up on construction defects after handover, and coordinate with assigned contractors to close cases received from the customer excellence team.
-Managed and initiated the Launch and branding of new Dept. including Logos, EDM’s and all related ongoing business development activities and ideas of 360 WORKS Dept.
-Initiated and responsible for Additional paid services sources of revenue and scope (Kitchens, Furniture, Closets, appliances, accessories).
-Managed special projects finishing works such as Hyde Out tenants finishing works, in addition to community projects such as compensation works.
-Managed the team in the whole Project cycle including (briefing, presentation, BOQ’s, pricing, contract signature, Contractor award, site works, Quality, Handing over and closing)
-Managed 6 finishing, pools and landscape contractors, and 1 Consultant in addition to 3 In-house Engineers.
-Volume of work (Jan to September 2019) is around 25 Million EGP VS 12 Million EGP in (Jan to Dec 2018)
-Managed the team in around 18 running projects.
-Responsible for reviewing reports initiated by team on weekly basis including time schedule variance and work progress and responsible for setting action plans and following up on it.
Planning, budgeting, overseeing, and documenting all aspects of the finishing, pools, & landscape projects provided to the handed over owners. These services aimed to increase client’s satisfaction by meeting all their expectations, and generating additional revenue for the Community Management Department.
*Key Accountabilities:
-Implemented the needed procedures and planned to assure smooth operational flow.
-Handled agreements and assigned outsource service providers by coordination with the assigned departments.
-Initiated products to generate revenues for the department.
-Developed lessons learned documents for the most repetitive problems and challenges that face our team throughout the operational process to avoid their future occurrence.
-Reviewed and negotiated quotes received from outsourced providers before dispatching to clients.
-Reviewed and approved outsourced providers invoices and payables before submitting to the financial department to release their payments.
-Reviewed and approved all projects’ technical submittals and communicating them with clients for approval to coordinate with execution team.
-Benchmarked services costs benchmarked to maintain market competitiveness.
-Issued tailored design packages prepared by our outsourced providers that meets our pre-set criteria.
-Assured brief meetings were held with prospecting clients.
-Monitored execution works flow to assure time, quality, and budget are met.
-Assured that all requests were placed on the system.
*Responsibilities and achievements:
-Managed Royal Villas portfolio generating over 110M EGP.
-Managed Clients Modifications requests generating over 5M EGP.
-Managed HPD's finishing and pools portfolio.
*Responsibilities and achievements:
-Managed client’s modifications for North Coast zone projects (Hacienda Bay, Hacienda White).
-Received client modifications requests.
-Reviewed architectural and structural proposed drawings.
-Followed up for architectural and structural approvals.
-Prepared required documents for authorities’ permits and licenses.
-Issued LOAs for contractors.
-Monitored site progress.
-Performed periodic reporting of construction and financial reports to management and clients.
*Main Project:
Villas Renovations Project in Eskan Village in Riyadh for the Office of the Program Manager Saudi Arabia National Guard Modernization Program with a contract value of 35 Million SAR.
*Responsibilities and achievements:
-Reviewed and approved shop drawings, material submittals, construction & finishing details.
-Coordinated all disciplines to solve different issues on site.
-Managed budget, schedule, safety and quality of daily operations on site.
-Monitored delivery of materials and carry out safety checks and sort out any problems which could hold up work as they arise.
-Performed periodic reporting of construction and financial reports to management and clients.
-Managed purchase orders and contract items list.
-Prepared quotations and BOQ for clients.
-Handled agreements with subcontractors, and supervising contracted staff.
*Responsibilities and achievements:
Designed all interior spacing and furniture distribution, managed the relationship with subcontractors, clients, and consultants, and handled all project management aspects for several projects for both public and private sectors in Saudi Arabia such as;
1. Bridge Connecting The Rehabilitation & Radiology Building With The Main Hospital Building of King Fahad Specialist Hospital, Dammam.
2. Histology Laboratory Expansion of King Fahad Specialist Hospital, Dammam.
3. Design College’s Faculty Members’ Offices Development for the University of Dammam, Al-Khobar.
4. Girls College Guards Rooms Renovations for the University of Dammam, Dammam.
5. Building 55 Renovation & Rehabilitation for the University of Dammam, Al-Khobar.
6. Oasis café and club, Al-Khobar.
7. Oasis café and club in Jazala Compound, Al-Khobar.
8. Oasis café and club in Radium compound, Riyadh.
*Responsibilities and achievements:
-Worked on various residential projects in Egypt and Saudi Arabia in closing deals by selling designs and interior spacing for clients looking for better modifications or other space distributions, or even different finishing solutions for their bought units.
*Responsibilities and achievements:
-Al Rehab City (phase 2) one of Egypt’s biggest residential projects.
-Followed up all interior and exterior finishing processes on turnkey basis.
-Coordinated all disciplines solving site problems.
-Prepared inspection requests to consultant’s office (Engineering Consultants Group) to gain approval for each phase.
*Responsibilities and achievements:
Worked on 3 office buildings (214, 259, & 281) in the fifth settlements business zone attending both construction and finishing works.
*Responsibilities and achievements:
Designed the surrounding landscape for the Faculty of Medicine of The Arab University in Benghazi, Libya. And I also worked on a design proposal for a touristic village in Misrata, Libya.