Senior Manager - Value Add Services - Dubai Holding Real Estate

About Dubai Holding Real Estate:

Dubai Holding’s real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai’s residents and visitors alike. As a master developer, we invest in sustainable infrastructure, accessibility, community amenities and family-focused facilities including community centers, mosques, schools, supermarkets and landscaping.

Our integrated real estate offering also includes a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.

Job Purpose

 The job holder will oversee and optimize all VAS requests, including Land, Residential, and Villa Services, ensuring efficient processes and enhanced customer experience. Responsible for SLA adherence, process re-engineering, and leveraging analytics to drive operational excellence and continuous improvement. 

Key Accountabilities:

• Oversee and monitor the daily live tracker for VAS and Non-VAS activities including real-time performance to ensure SLAs are consistently met across the Company.
• Validate operational data, track escalations, and initiate timely corrective actions to ensure service quality and compliance.
• Collaborating with IT and manage VAS system integration. Manually entering the EMC and CM approvals to the system
• Integrate systems and develop performance dashboards for enhanced visibility and initiate the dashboards integration via Power BI in coordination with IT.
• Liaise with business units to align on compliance requirements, system improvements, and reporting standards.
• Define, track, and monitor key performance indicators (KPIs) to measure to measure NOC effectiveness and identify areas for improvement.
• Oversee the manual entry of EMC and CM approvals into the system while driving automation to reduce manual intervention.
• Manage compliance processes and initiate SLA re-engineering when required to improve efficiency and alignment with business needs.
• Utilize data analytics to identify operational trends and drive data-informed decisions for process enhancements.
• Provide management with regular performance reports, showcasing achievements, challenges, and areas for growth.
• Promote a culture of accountability, accuracy, and continuous improvement within the VAS compliance framework. 
• Prepare and deliver the weekly EMC updates report for senior stakeholders, coordinating with multiple teams to ensure data accuracy and completeness. 
• Provide management with regular performance reports, highlighting achievements, challenges, risks, and improvement opportunities. 

Qualifications, Experiences, Skills:

• Bachelor’s degree in Business Administration; Master’s degree 
• Familiarity with regulatory compliance and governance frameworks. 
• Minimum 6-8 years’ experience in Value-Added Services (VAS) operations, NOC process within the real estate industry. 
• Proven expertise in managing VAS platforms, system integration, and compliance frameworks. 

Job Specific Skills:

• Strong experience in data analytics, dashboard development (preferably Power BI), and KPI management. 
• Analytical and problem-solving skills, with a strong emphasis on data-driven decision-making. 
• Excellent communication and interpersonal skills to engage effectively with diverse stakeholders. 
• Proficiency in relevant software applications and systems to support operational excellence. 
• Proven ability to enhance process efficiency and deliver results within timelines and budgets. 

About The Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.