Experience Capability & Performance Manager

About the role

Requirements

• Essential
• - Bachelor’s degree (Engineering, Property/Facilities Management, Business Admin or related)
• - 6+ years in Dubai OA/community management — minimum 3 years personally running portfolios, budgets, General Assemblies, Mollak cycles & service-provider performance
• - Proven track record raising others’ performance to measurable standards — with before/after evidence
• - Deep knowledge: Dubai Law No. 6/2019, RERA, Mollak, escrow, service charges, DLP, FM contracting
• - Advanced Excel; Masterplan, SnagReport, Mollak portal experience
• - Fluent written & spoken English — Arabic is an advantage
• Preferred
• - RERA/DREI or accredited OA management qualification
• - Train-the-Trainer, ICF/EMCC coaching, or CIPD/A1 assessor qualification (can be funded post-hire)
• Core Competencies
• - Expert in OA Governance & Service Charge Management
• - Expert in Community Operations & Provider Management
• - Expert in Technical Training, Coaching & Facilitation
• - Expert in Persuasion & Influencing — your success depends entirely on this
• - Solid in Assessment, Data Analysis & Process Improvement

Responsibilities

• What You’ll Do:
• ✅ Set the Standard
• - Own and maintain the Experience Manager Competency Standard
• - Assess all 27 EMs against it; re-assess every 6 months
• - Publish the live Capability Matrix and population-level gap analysis
• ✅ Develop & Coach
• - Turn assessment results into signed, tracked development plans
• - Design and deliver the EM technical curriculum & certification
• - Provide field-based 1:1 coaching; build a network of SMEs, trainers, buddies & mentors
• - Verify application on-site — self-reported completion is not accepted
• ✅ Onboard for Readiness
• - Own the full orientation & technical onboarding journey for all new hires
• - Assess at Day 30 and Day 90; no unsupervised assignments until certified
• - Target: median time to CORE certification ≤ 60 days
• ✅ Clarify Performance
• - Own the EM KPI framework & monthly Performance Scorecard
• - Reconcile data across Masterplan, SnagReport, Finance & Mollak
• - Diagnose gaps: capability vs management vs process vs data — Portfolio Managers decide the action
• ✅ Raise Standards Continuously
• - Build and maintain the EM Standards Library (SOPs, playbooks, checklists)
• - Update within 15 working days of any regulatory change
• - Fix the process before training the person

Skills

• Advanced Excel
• Masterplan
• SnagReport
• Mollak portal
• RERA
• DLP
• FM contracting
• Escrow
• Service charges
• OA Governance
• Community Operations
• Provider Management
• Technical Training
• Coaching
• facilitation