Kaizen Asset Management Services

Dubai-based asset and property management services

Experience Capability & Performance Manager

Real Estate Property ManagementConfirmed live in the last 24 hours

Full-timeDubai - United Arab EmiratesNo salary listedIn-person

About the Job

Requirements

A bachelor's degree in Engineering, Property/Facilities Management, Business Admin, or a related field.
At least 6 years of experience in Dubai OA/community management, including at least 3 years personally running portfolios, budgets, General Assemblies, Mollak cycles, and service-provider performance.
A proven track record of raising others’ performance to measurable standards, supported by before-and-after evidence.
Deep knowledge of Dubai Law No. 6/2019, RERA, Mollak, escrow, service charges, DLP, and FM contracting.
Advanced Excel skills and experience with Masterplan, SnagReport, and the Mollak portal.
Fluent written and spoken English.
Expertise in OA Governance and Service Charge Management.
Expertise in Community Operations and Provider Management.
Expertise in Technical Training, Coaching, and Facilitation.
Expertise in Persuasion and Influencing.
Solid skills in Assessment, Data Analysis, and Process Improvement.

Responsibilities

Own and maintain the Experience Manager Competency Standard.
Assess all 27 Experience Managers against the standard and reassess them every 6 months.
Publish the live Capability Matrix and population-level gap analysis.
Turn assessment results into signed, tracked development plans.
Design and deliver the Experience Manager technical curriculum and certification.
Provide field-based one-to-one coaching and build a network of subject matter experts, trainers, buddies, and mentors.
Verify on-site application; self-reported completion is not accepted.
Own the full orientation and technical onboarding journey for all new hires.
Assess new hires at Day 30 and Day 90, and ensure there are no unsupervised assignments until certification.
Target a median time to CORE certification of 60 days or less.
Own the Experience Manager KPI framework and monthly Performance Scorecard.
Reconcile data across Masterplan, SnagReport, Finance, and Mollak.
Diagnose whether gaps arise from capability, management, process, or data; Portfolio Managers decide the action.
Build and maintain the Experience Manager Standards Library, including SOPs, playbooks, and checklists.
Update standards within 15 working days of any regulatory change.
Fix the process before training the person.

Desired Qualifications

Arabic language skills.
RERA/DREI or accredited OA management qualification.
Train-the-Trainer, ICF/EMCC coaching, or CIPD/A1 assessor qualification; this can be funded post-hire.

Experience Capability & Performance Manager

Kaizen Asset Management Services · Dubai, United Arab Emirates · Full-time · Posted 2026-10-13

Workplace: on_site

Department: Owners Association

Description

The Experience Capability & Performance Manager defines what a competent KAIZEN Experience Manager looks like, measures every Experience Manager against that standard, and closes the gap — so community and building performance is consistent across the portfolio regardless of which Experience Manager is assigned.

The role owns capability, standards, assessment, development and KPI visibility. It also owns the orientation, technical onboarding and readiness of all new Experience Managers, and builds the SME, trainer, buddy and mentor network that makes the model scalable across a growing population.

Portfolio Managers remain the Experience Manager's line manager and retain full accountability for day-to-day management, operational performance, formal performance management and consequences. This role works through influence, not line authority.

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

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

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Apply at Kaizen Asset Management Services

About the Company

Kaizen Asset Management Services

Dubai-based asset and property management services

Kaizen Asset Management Services provides comprehensive asset and property management in Dubai, offering leasing, tenant management, building management, and community management for freehold and leasehold assets. It uses technology and digital innovation to deliver value-added services that protect and grow property values across a portfolio of 165 projects worth over AED 18 billion, serving major clients such as Emirates REIT, Dubai South, Al Futtaim, and Select Group. The company differentiates itself through its scale, sustainability focus, and integrated service model designed for luxury properties, backed by a 178-person team that has served 55,000 customers. Its goal is to transform property management practices in Dubai and drive demand for premium real estate by improving efficiency, sustainability, and owner outcomes.

Company size: 51-200
Company stage: Not listed
Total funding: Not listed
Headquarters: Dubai, United Arab Emirates
Founded: 2006

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