Job Purpose
The primary responsibilities of the Operations Manager's role focus on operational excellence, compliance, people management, sustainability and client satisfaction across multiple FM contracts. The Operations Manager will have commercial autonomy in ensuring the profitability of each contract under their direct control.
Level of Authority
- Finalisation of Operational Budgets
- Approval authority for LPOs as per the approved matrix and values
- Management of the staff hiring and termination process
- Coordinate with department managers and approved service providers
- Leads engagement with relevant authorities to support the effective management of the master community
- Access to the AX system for Administration, timesheets, leave approvals and cost allocations
Key Responsibilities
1. Operational Functions:
- Delivery and development of consistent high-quality services to a large portfolio of vertical living assets, education, and mixed-use properties in line with specific customers, Owners Associations, Authorities and the Master Developers requirements
- Responsible for the preparation and delivery of the annual budget and the annual operating plan for the master community and individual contracts within the Tower business.
- Annually assessing the adequacy of the capital life cycle fund created for the master community. Prudent use of this capital life cycle fund to replace or upgrade ageing assets and infrastructure during each operating year
- Effective management and development of the operations team to ensure the efficient delivery of quality services
- Manage a wide-ranging portfolio within the Tower business, informed by a sound knowledge of the FM sector and the regulatory framework within which the sector is required to work
- Leadership across the organisation and management of volume and financial targets for operational services
- Applicable knowledge of sustainability frameworks, legislation, and standards (e.g. ISO 14001, UAE Sustainability Development Goals), with the ability to ensure ongoing compliance and support organisational sustainability targets
- Ensure that company priorities and requirements are delivered to reflect – both within and outside the organisation – professional and exemplary services in support of the company’s status as the premier master community and IFM service provider in Dubai
- Responsible for the management and positive development of a range of strategic and operational relationships external to the company, working with Customers/Owners Associations at a strategic level in support of mutually beneficial approaches to the management of the community
- Competence in preparing energy and sustainability reports, tracking KPIs, benchmarking performance, and driving continuous improvement through audits, reviews, and best practice initiatives
- Responsible Person for the service delivery, financial objectives and quality in respect of all non-master community-related services provided by the company
- To deliver the service elements within the operating plan, demonstrating commercial focus, a structured approach, intelligence and enthusiasm
- To establish and then to monitor clear performance targets, both quantitative and qualitative, for the Operations Team, which will significantly improve operational performance. To monitor the delivery of these targets and to take steps to address any inadequacy
- To ensure that the performance of the Operational Team is efficient, effective and delivered within budget
- To contribute to the development of the company strategy through a thorough, current understanding of local competitive forces and local business opportunities
- Ensures frequent and structured interaction with stakeholders, clients, and operations staff
- Experience in developing and implementing carbon reduction plans, including low-carbon technologies, renewable energy solutions, and initiatives aligned with Net Zero or ESG objectives
- To provide professional leadership to operational staff at all levels throughout the company
- To ensure, in conjunction with the Head of HR, that all members of the Operations Management Team have credible and challenging Personal Development Plans and to oversee their delivery
- To raise the profile and reputation of the organisation by working closely with partners in the master community and individual Towers
- Proven experience in managing building energy consumption, including monitoring utilities, analysing energy data, identifying efficiency opportunities, and delivering measurable reductions in energy use and cost
- To maintain an evidence-based culture, which is person-centred, commands the confidence of the operations team and customers, and promotes multi-disciplinary and cross-organisational working
- To contribute to the company’s Talent Management processes, supporting staff with identified potential to realise and achieve their full potential within the company
- To develop Key Performance Indicators for Operational Services and to provide comprehensive monthly reports to the General Manager to share with the Board
- To develop and deliver comprehensive monthly/quarterly reports as per contractual obligations with the Master Developer and Tower Clients
- Maintains accurate records of all interactions and communications with regulatory authorities
- Shared responsibility for overseeing systems used throughout the organisation to ensure customer and staff safety is compliant with governance requirements and health and safety legislation in partnership with the HSE lead and team
- Must assume responsibility for your own professional and personal development to ensure that you develop and maintain continuing competence to deliver the organisation’s requirements, including the fair and supportive management of all staff in operational services
- A key component of development is being fully aware of regulatory and legal requirements impacting operational services and ensuring that all staff within those services, including the Operations Management Team, are aware of and deliver their individual responsibilities
- Act with honesty and integrity always
- Demonstrate respect for others and value diversity
- Focus on the customer, both internal and external, always
- Make an active contribution to developing the service
- Look for continual improvement opportunities and efficiencies
- Learn from, and share experience and knowledge
- Keep others informed of issues of importance and relevance
- Consciously review mistakes and successes to improve performance
- Use foresight and be aware of issues requiring confidentiality and discretion
- Value and recognise ideas and the contribution of all team members
- Coach individuals and teams to perform to the best of their ability
- Delegate work to develop individuals in their roles and realise their potential
- Give ongoing feedback on performance and effectively manage poor performance, which includes taking tough decisions
- Provide support and guidance to all team members
- Be the “Go To” person for your team and Peers alike
- Responsible for the identification and assessment of Operational/Environmental impacts and aspects, and/or Occupational risks within the Department/Operations
- Develop, monitor and review processes to facilitate reporting, escalation, assessment and mitigation of risks/impacts to an acceptable level
- Ensure ongoing review of assessments carried out to ensure appropriate control measures are implemented to reduce pollution and prevent accidents. Communication of control measures and mitigation of risks implemented within the operations/department to ensure awareness
- Continual review of environmental aspects and impacts with the HSEQ Manager to prevent pollution as far as practicable. Departmental Managers will be jointly accountable with the HSEQ Manager for HSEQ within their departments
Competency Requirements – General
- Demonstrates a strong sense of responsibility and commitment to supporting the organisation’s mission, vision, values, and brand to achieve overall success
- Management: Communicates effectively and fosters collaboration. Inspires others to achieve success. Challenges processes and is willing to break from the status quo to improve
- Interpersonal Skills: Works harmoniously with others to get a job done; responds positively to instructions and procedures; able to work well with staff, shares critical information with everyone involved in a project. Demonstrates self-awareness, self-control, motivation, empathy, social skills and group work skills
- Professionalism/Judgment: Acts with integrity
- Performance: Identifies/addresses problem areas before they escalate. Solves problems courageously and creatively. Makes good use of resources. Accountable
- Data: Follows all company standards. Seeks out opportunities to improve. Respects and maintains the confidentiality of the organisation’s data and of the client’s database
- Time Management: Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments
- Professional Development: Demonstrates commitment to learning and growth. Pursues improvement and encourages, enables and empowers others to learn
Key Accountabilities
- Managing hard and/or soft FM services (e.g. maintenance, cleaning, security, catering)
- Ensuring compliance with appropriate legislation and standards (Health & Safety, Fire, ISO standards)
- Leading and developing site managers, engineers, and subcontractors
- Monitoring service performance against SLAs and KPIs
- Managing budgets, cost control, and commercial performance
- Acting as the main point of contact for clients and stakeholders
- Driving continuous improvement, quality, and operational sustainability and efficiency
- Overseeing incident response, risk management, and business continuity
Requirements
Education:
- Degree in Facilities Management, Engineering or similar field (Essential)
- Master's qualification (Desirable)
- Degree qualification in business or management (Essential)
- FMP, PMP, ILM qualification, NEBOSH/IOSH, LEED or BREEAM (Desirable)
- Minimum of 15 years operational experience in the FM industry, with at least five years within the UAE
- Business Development Experience with a proven track record of securing and retaining new business
- Proven track record of mobilising large contracts
- Full P&L responsibility and accountability
- Track record of operating at the senior management level
- Proven management skills in administration and accounting
- Management of multidisciplinary teams
- Multi-sector exposure (Essential) – Residential, commercial, communities, retail and education; Medical desirable.
- Ability to liaise and negotiate at senior levels, both internally and externally
- An ability to provide clear written and oral presentations
- Excellent financial and management accounting skills
- Demonstrated skills and experience in the preparation of monthly accounts and reports in accordance with accounting standards, including the preparation of revenue and expense accruals
- Excellent communication skills, relationship building skills, influencing skills, report writing skills, commercial acumen, motivator, grasp of business growth and strategy, organisational skills, Good attention to detail
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.