Senior Officer – Tenant Relation & Communication Specialists
Dubai International Financial Center (DIFC)
Total years of experience :6 years, 6 Months
Client service management
•Project management Support
•Tenant Relations management
•Retail Relations management
•Collate and share all reports and present to senior management
•Spearhead all confidential details related to retail licensing for 3rd party assets within DIFC and follow through for approvals
•Duty roaster for the team and Leave management for DIFC Grand Mosque and mall management team
•Create and manage compliance documents, risk and asset registers, business continuity plan (BCP) and enterprise risk management (ERM) processes
•Look & Feel management and Image Consulting support
•Social media and digital marketing support by organizing approvals for all digital and social media content
•Chair weekly meetings for feedback analysis and complaint management and propose customer experience enhancement
•Support the Vice President (VP) with all executive secretary and ad Conduct Anti-Money Laundering (AML) investigations and perform quality assurance.
•Escalate any KYC findings and/or negative media to senior Management as needed.
•Performed the required KYC screenings on customers documenting the information obtained on the client's as required by DIFC KYC procedures.
•Ensures final reports are comprehensive, compliant and suitable for use in the client DIFC commercial License decision making process.
•Single POC for internal team s like Registrar of Companies and Government Services
Single point of contact and chief liaison between leasing, mall management, marketing, finance & facilities mgmt. teams
•Reporting on all matter related to sales, rent to sales, turnover rent and leasing
•Support collections' department with retail rents retrievals, utility bills for timely reporting
•Department secretary for all administrative duties
•Update and maintain lease agreements, tenant manuals, process and fit out manual, marketing content.
Office management, operations, project coordination and scheduling
•Identify client requirements and implement measures to close gaps and CSAT
•Propose strategic solutions to improve training and resources utilization
•Determine training needs and conduct efficiency enhancement programs
•Develop and deliver customized skill development courses, modules and solutions based on need analysis
•Design training presentations to measure and report solutions against KPI's
•Lead all reporting, minutes, updates and key correspondence to clients and management.
•Email & calendar management for managing partners Achievements: Setup and manage a 20-member call center IVR voice of business Innovate a follow up strategy to reduce complaints and TAT by 80% YOY Propose and migrate from excel to CAFM/CRM and organizational ISO status Develop need-based ADDIE program for candidates in Abu Dhabi and Dubai Design and implement escalation strategy aimed at reducing resolution times Previous Experience
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