Support Service Manager - Property Management

The Support Services Manager in Property Management is responsible for overseeing and coordinating essential support functions to ensure the efficient operation and maintenance of properties. This role involves managing service contracts, supervising facility support teams, ensuring compliance with safety and regulatory standards, and enhancing tenant satisfaction. The manager works closely with vendors, service providers, and internal teams to optimize operational efficiency, control costs, and uphold the highest standards of property upkeep and service delivery.

New Property Inspection

Receive confirmation from the Admin for any new Property Management contract to proceed with the inspection and complete the checklist

Check if any utilities, including KM, cooling, maintenance, cleaning, and AMC, need to be cleared by the owner; if they are not cleared, charge the owner prior to changing the unit’s status to 'Available'

Send confirmation to the occupancy in-charge to update the unit's status to 'Available'

Handover

Receive confirmation from Admin / Leasing for any new leasing contract and conduct a final inspection before the handover

If any maintenance is required, coordinate with the Facilities Management (FM) team to provide the maintenance cost, charge the owner, and ensure all work is completed before the handover

Receive the handover format signed by Admin / Collection & Leasing to officially hand over the unit to the client

Confirm with commercial tenants whether they have received the general notes and fit-out guidelines provided to the leasing team for any future requests

Archive the hard copy of the handover format along with the checklist

Takeover

Receive confirmation from Admin regarding any move-out, including early termination or non-renewal

Coordinate with the tenant for the inspection and obtain their signature for the move-out

If any maintenance is required, coordinate with the Facilities Management (FM) team to provide the maintenance cost and charge the tenant or owner accordingly

Follow up on the maintenance process until it is complete and then send the details to the occupancy in-charge to update the unit's status to 'Available'

Ensure maintenance and utilities clearance to facilitate the refund of the security deposit from Finance to the tenants

Archive the hard copy of the move-out format along with the checklist

Tenant Technical support (Maintenance)

Receive daily or weekly requests from tenants via email or phone regarding maintenance issues

Register the maintenance request date in the tracking report

Coordinate with Facilities Management (FM) for the inspection and prepare the cost estimate; the quotation amount will be determined based on whether the issues are the tenant's or the owner's liability

Contact the tenant to provide an update on the repair status and discuss any liability amounts that need to be cleared

Issue a Local Purchase Order (LPO) to Facilities Management (FM) to initiate repairs once the quotation is approved

Follow up with the Facilities Management (FM) maintenance team throughout the process until the work is completed

Contact the tenant for feedback to confirm if the maintenance has been completed

Update the tracking report with the completion date of the maintenance

Tenant Technical support (Fit out)

Receive daily or weekly requests from tenants via email or phone for fit-out approval, along with the submission formats and layout for the required unit

Register the fit-out request date in the tracking report

Coordinate with the FM and Engineering departments for review and approval

If approved, inform the tenant to proceed with the work as outlined

If rejected, inform the tenant of the decision and explain the supporting documents required for resubmission

Update the tracking report with the completion date of the fit-out request

Maintenance procedure with finance / Management

Receive the quotation from FM for any maintenance required

Prepare a memo and payment request, along with a Local Purchase Order (LPO), to proceed with management approval (excluding Sheikh properties)

If the maintenance expenses fall under tenant liability during the lease term, inform the tenant that payment is required before starting the maintenance

If the maintenance expenses are the tenant's responsibility after the lease term has ended, inform the tenant to transfer the amount to Collection / FM within a maximum of two days after receiving the quotation. If the tenant fails to transfer the amount within this timeframe, we will approach management to approve the deduction from the security deposit

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