Senior Supervisor - Community Management

About the Role
The Senior Supervisor – Community Management is responsible for supporting the day-to-day management of assigned communities and acting as a key point of coordination between the company, owners, tenants, service providers, and other stakeholders. The role focuses on delivering a high-quality resident experience by responding to customer enquiries and complaints, monitoring community conditions and service standards, supporting service charge collection, and ensuring adherence to community rules and regulations. Additionally, the role supports community budgeting, Owners Committee requirements, site inspections, service-provider performance, violation management, and regulatory compliance to maintain safe, well-managed, and high-quality communities.

Key Responsibilities
Community Relations & Customer Service

• Act as a key point of contact for owners and tenants across assigned communities, ensuring enquiries, concerns, and complaints are addressed promptly and professionally.
• Represent and communicate owners' and tenants' concerns during relevant meetings and coordinate appropriate follow-up with internal teams and service providers.
• Investigate customer complaints, identify underlying issues, coordinate corrective actions, and follow through to resolution.
• Escalate unresolved or complex matters through the appropriate channels to support timely resolution.
• Educate owners and tenants on the company community rules and regulations and promote ongoing compliance.
• Support the Community Manager in liaising with relevant stakeholders and local authorities to address day-to-day community matters.
• Support Owners Committee management activities in accordance with applicable RERA requirements.
• Support violation management processes by identifying, documenting, communicating, and following up on community-rule violations.
• Maintain professional and constructive relationships with owners, tenants, service providers, and internal stakeholders to enhance customer experience and satisfaction.

Community Operations & Quality Monitoring

• Conduct regular site inspections across assigned communities to monitor the condition of common areas, community assets, and overall service quality.
• Monitor the delivery of key community services, including soft services, pest control, external cleaning, waste management, landscaping, and security.
• Monitor third-party service-provider performance against agreed Service Level Agreements (SLAs) and required quality standards.
• Identify operational or service-quality issues during community inspections and coordinate with the relevant internal department or service provider for corrective action.
• Follow up on identified issues to ensure timely closure and minimize disruption to residents and community operations.
• Monitor general community conditions and highlight opportunities to improve service quality, appearance, resident experience, and operational effectiveness.
• Maintain regular incident, inspection, and progress reports to support effective monitoring and follow-up.

Service Charge Collection & Financial Coordination

• Support the timely collection of service charges across assigned communities to help maintain sufficient funding for community operations and services.
• Communicate appropriately with owners regarding service-charge requirements, changes, and relevant matters that may affect community services.
• Follow up on outstanding service charges in accordance with established processes and escalation requirements.
• Support the Community Manager during the community budgeting process by coordinating information with relevant stakeholders and service providers.
• Assist in compiling accurate supporting information and documentation required for community budgets.
• Prepare and coordinate supporting documentation required for relevant RERA submissions.
• Maintain accurate records and information to support service-charge collection, budgeting, and related community-management activities.

Compliance & Community Administration

• Issue No Objection Letters (NOLs) for assigned communities in accordance with approved processes and community requirements.
• Ensure relevant community activities are conducted safely and in accordance with established rules, procedures, and applicable requirements.
• Maintain and update owner information and contact details to support accurate communication and service-charge follow-up.
• Ensure customer complaints, requests, and relevant interactions are properly logged in the designated system and monitored through to closure.
• Maintain accurate community-management records, correspondence, reports, and supporting documentation.
• Follow relevant departmental policies, processes, Standard Operating Procedures (SOPs), and instructions to ensure consistent and controlled execution of activities.
• Maintain professionalism, confidentiality, and appropriate handling of customer and business information.

Stakeholder & Service Provider Management

• Establish effective working relationships with internal departments, service providers, contractors, owners, tenants, and other relevant stakeholders.
• Coordinate with service providers to address operational issues, complaints, and service-quality concerns within assigned communities.
• Communicate the company service expectations and community requirements clearly to relevant service providers.
• Follow up on service-provider actions arising from inspections, complaints, incidents, and other identified issues.
• Support the Community Manager in coordinating with local authorities where required for community-related matters.
• Facilitate communication between different stakeholders to ensure issues are appropriately understood, assigned, and resolved.

Reporting & Continuous Improvement

• Prepare Community Management reports and statements accurately and within required timelines.
• Maintain up-to-date reports covering incidents, complaints, community conditions, operational issues, and follow-up actions.
• Monitor recurring complaints and operational issues and highlight areas requiring management attention.
• Identify opportunities to improve community-management systems, processes, and service-delivery practices.
• Support initiatives aimed at improving productivity, service quality, customer experience, and cost efficiency.
• Provide relevant operational information and observations to support management decision-making.
• Work within the company's established Delegation of Authority and escalate decisions outside the role's assigned authority to the appropriate manager.

Health, Safety & Environmental Responsibilities

• Comply with the company's Health, Safety and Environmental policies, governance requirements, procedures, and standards.
• Perform assigned activities in accordance with applicable HSE requirements and safe working practices.
• Attend mandatory HSE training and use required personal protective equipment where applicable.
• Identify and promptly report hazards, unsafe conditions, near misses, and incidents.
• Support the maintenance of safe community environments for residents, visitors, employees, contractors, and service providers.

What We Are Looking For
Qualifications & Experience

• Bachelor's degree in Business Administration or a related discipline.
• Master’s degree would be an advantage.
• Minimum of 4–5 years of relevant experience within community management, property management, customer service, or a related field.
• Experience managing customer enquiries, complaints, and stakeholder relationships within a service-oriented environment.
• Experience coordinating with contractors or third-party service providers and monitoring service delivery would be beneficial.
• Exposure to residential communities, property operations, facility management, or Owners Association/community management environments would be advantageous.

Technical Competencies

• Good understanding of community management and property management operations.
• Knowledge of facility management principles and service-delivery practices.
• Understanding of landscaping maintenance and other community soft services.
• Strong stakeholder-management and customer account-management capabilities.
• Working knowledge of contract administration and service-provider performance monitoring.
• Experience maintaining property, owner, customer, or community records and information systems.
• Strong complaint and dispute-handling capabilities.
• Good understanding of relevant community-management regulations and compliance requirements.
• Ability to support community budgeting, service-charge collection, and related documentation.
• Good project coordination, reporting, and organisational skills.

Behavioural Competencies

• Customer focused and consistent, with a strong commitment to resident experience and service excellence.
• Accountable and resilient, with the ability to take ownership of community issues and follow them through to resolution.
• Strong interpersonal and communication skills when dealing with owners, tenants, service providers, internal stakeholders, and authorities.
• Strong problem-solving skills with the ability to address customer and operational issues practically and professionally.
• Open, transparent, and collaborative, with the ability to build positive working relationships across different stakeholder groups.
• Innovative and sustainability-minded, with an interest in improving community services and operating practices.
• Highly organised with strong attention to detail and the ability to manage multiple priorities and follow-ups.
• Professional and discreet when handling confidential customer and business information.

About Benefits
At the company, 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 internal 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.