Associate Director - Business Operations

Job Purpose

To monitor and enhance efficiency and quality of operations across the Estate Management portfolio, with the primary objective of improving productivity and data analysis to facilitate accurate reporting for strategic planning and decision making.

In addition, to overseeing the PM support functions (SD Refunds Team, Collections & Recovery, NOC & Tawtheeq Services and Gov. Liaison & Collections).

Responsibilities

Generic Accountabilities:

Strategic Contribution:

• Ensure effective cascading of the departmental strategy into sectional business plans to ensure vertical alignment and horizontal integration with other interfacing departmental strategies

People Management:

• Organize and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner and aligned with operational procedures and policy
• Provide on-the-job training and constructive feedback to assigned team to support their overall development.
• Promote the organizational values and ethics within the assigned department to encourage employees' adherence

Budgeting and Financial Planning:

• Assist and provide any reports and analysis required to monitor the financial performance of a given area of activity versus budgets while ensuring departmental activities are conducted within approved guidelines, reporting any variances to management.

Policies, Systems, Processes & Procedures:

• Implement all departmental policies, procedures and controls covering all assigned areas of activities (including HSE) to ensure all relevant procedural/legislative requirements are fulfilled while delivering a quality driven, efficient service.

Continuous Improvement:

• Participate in the identification of opportunities for continuous improvement, system enhancement, process and productivity improvement, cost reduction and adoption of global best practices.

Reporting:

• Prepare unit reports timely and accurately and to meet Provis' requirements, policies and quality standards.

Job Specific Accountabilities:

• Develop and maintain a complete and thorough understanding of the full Estate Management portfolio
• Acquiring a sound knowledge of all systems used in operations and management of the portfolio and participate in system enhancements, from planning, implementation to launch
• Analyse operational functions to develop and recommend process improvements and/or additional oversight to improve speed, efficiency, accuracy and financial performance
• Identify and report any check and control deficiencies in the internal property management system, and provide recommendations for improvement
• Review software applications and system capabilities to recommend system enhancements to improve operational efficiency and ensure consistent output
• Share recommendations for improvement across all business units to obtain commitment to proposed process changes or system enhancements
• Monitor live on-line activity and reporting via software to determine quality and consistency of work performed by PM team; address any failures or weak performance with team members and PM line management.
• Review system generated or manually produced reports produced by PM team for completeness and accuracy
• Perform analysis of operational and system data to provide clear understanding of trends and team performance, provide insight and recommendations to improve workflows and operational outcomes.
• Arrange for the provision of remedial on-the-job training as required with the respective line manager/supervisor
• Monitor the performance of the portfolio and provide feedback to the management to aid professional team development and decision making
• Review trends, weekly, monthly and year on year, to help forecast workload, revenue generation, occupancy and other metrics as requested.
• Oversee and monitor the provision of Business Support services such as

Collections Administration: Provide proper consistent follow-up of Accounts' Receivables for Government and Bulk Tenants PM and Leasing to ensure timely settlement of dues

Collections Administration Gov: Provide regular follow up with collections from Government entities and co-ordinate with Finance to identify unreconciled funds transfers

Refund Administration: Ensure all the SD and Rent refunds are initiated and submitted on time

NOC & Tawtheeq Services: Provide NOCs for Tawtheeq, Utilities in addition to the issuance of Tawtheeq Tenancy Contracts

• Ensure the Business Support team deliver an engaging and professional customer experience to corporate clients, Government entities and residential tenants

Education:

• Bachelor's degree in business Admin, Economics or related field

Experience and Skills:

• Minimum 8 years' experience in PM with at least minimum of 3 years' experience in a similar position with increasing RE managerial responsibilities
• Bilingual in English/Arabic