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Novus Capability Statement pdf 2014

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Novus Community Management Capabilities 2014

Novus Community Management Capabilities 2014

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    Novus Capability Statement pdf 2014 Novus Capability Statement pdf 2014 Presentation Transcript

    • NOVUS Association Management Services Capabilities Statement 2014
    • Novus Capability Statement 2014 2 Table of Contents 1. WHO IS NOVUS COMMUNITY MANAGEMENT? 2. HOW DOES NOVUS COMMUNITY MANAGEMENT WORK? 3. WHY CHOOSE NOVUS? 4. THE NOVUS COMMUNITIES 5. OUR STAFF
    • Novus Capability Statement 2014 3 Our Company Vision Creating Successful Communities Our Mission “To support property owners create financially stable and socially harmonious communities in which the quality of life, property values and rental yields exceed those of comparable communities.”
    • Novus Capability Statement 2014 4 1. WHO IS NOVUS COMMUNITY MANAGEMENT?
    • Novus Capability Statement 2014 5 The PRDnationwide / NOVUS Group of Companies Creating Successful Communities In 2008, PRDnationwide Middle East Real Estate Chairman and leading international authority on Strata Law, Gary Bugden, recognised a need in Dubai for a diversified group of experts to consult to developers on how to establish and manage the increasingly sophisticated projects in the Gulf region. The PRD / NOVUS Group has now grown to a team of over 70 specialist staff who assist property owners to plan, document and manage Jointly Owned Properties throughout Dubai and the region. The group is an integrated real estate consultancy company and NOVUS is a wholly owned subsidiary of PRDnationwide Middle East Real Estate LLC. Any NOVUS managed community can draw on the support of PRDnationwide’s team of consultancy experts to assist them with advice and direction in the following fields: • Owners Association Establishment • Strata Law, Structuring & Real Estate Governance (with expertise in complex mixed-use developments) • Land Titling & Surveying • Operational Facilities Management Consultancy • Community Management Software & Communication Platforms • Utilities Management & Sustainability; and • Service Charge calculations, allocations & Life Cycle Cost Modelling.
    • Novus Capability Statement 2014 6 The PRDnationwide / NOVUS Group of Companies
    • Novus Capability Statement 2014 7 NOVUS Community Management is the one of the region’s largest and most innovative Owners Association management companies. This Capability Statement outlines our capabilities in Community Management, our service methodologies, and the team members who will manage your property and investment. We wish to become your long term partner in the professional management of your building and its collective assets. NOVUS Community Management (NOVUS) is an independently owned Owners Association Management Company specialising in the management of Jointly Owned Property in the UAE. Novus strives to become the manager of choice for the most prominent projects in Dubai. Our management team and our consultancy divisions work on the most complex and prestigious projects in the region. We are specialists in: Residential Communities • High Rise Towers • Low Rise Towers and Townhouses • Villa Communities • Master Planned Communities • Mixed Use Residential Communities Complex Projects • Mixed Resort Hotel and Residential Developments • Large Scale Master Planned Communities • Volumetric Subdivisions and Building Management Associations • Mixed Use Retail and Commercial Towers
    • Novus Capability Statement 2014 8 Investors, Owner Occupiers and Tenants benefit from our understanding of what it takes to build and maintain financially sustainable and harmonious communities. NOVUS supports Owners Associations, property owners & residents to establish maintain and grow successful and sustainable communities. Our portfolio includes commercial towers, residential apartment buildings and mixed-use developments. • we maintain and enhance capital values, increase property yields, and reduce overall operating costs through best practice administrative and FM supervision services; • enhance the community brand and prestige of your community through the systematic implementation of our corporate vision and IT strategies; • offer objective yet authoritative advice on the governance documentation for your community, with the view to ensuring they form a platform for long term, harmonious residential living; • ensure a smooth transition from prior management to NOVUS OA Management by providing comprehensive documentation for our handover processes, Standard Operating Procedures (SOP’s) and diligent technical reporting; • make certain the integrity of community services are maintained through the implementation of proven procurement and contract supervision standards; • excel in providing transparent and diligent financial reporting; • leverage of our excellent relations with RERA to provide accurate information on regulatory issues and consumer rights • incentivise timely collections of Service Charges to maintain healthy cash flow for the Owner Association(s).
    • Novus Capability Statement 2014 9 Owners Association Services • Association Management and Secretarial • General Fund and Reserve Fund Budgeting • Meetings Management and Record Keeping • Financial Administration and Accurate Accounting • Onsite Building Management and Customer Service • Compliance • Insurance Administration and Valuations Asset Management Services • On Site Property Supervision • Preparation of Asset Registers • Repairs and Maintenance • Facilities Management - Contract Supervision • Facilities management - Contract Procurement • Building Audits and Report Community Web Portals • Creation and Maintenance of Community Web Portals and Local Service Directories Hand Over and Transition Services • Fit Out Co-ordination • JOPD reviews • Owner Handover Manuals Defect and Liability Services • Snagging • Snag Rectification • Disputes Management Specialist Services • Facilities Management Strategies and Advice • Planned Preventative Maintenance Schedules • Condition Reports • Utilities Billing • Energy Audits and Energy Reduction Strategies • Contract Settlement and Handover Management • Cost Modeling • Entitlement Schedules • Draft and/or oversee Architectural and Landscape Codes and Developer Control Guidelines Successful Community Management is about the integration of multiple services to provide the systematic and efficient delivery of those services to the Board and the community. The PRD/Novus group has the capability in all the following fields and offer our clients comprehensive Association Management.
    • Novus Capability Statement 2014 10 2. HOW DOES NOVUS COMMUNITY MANAGEMENT WORK ?
    • Novus Capability Statement 2014 11 Size Does Matter when it comes to OA Management. A community needs to know that the company they choose can resource the operation needed to fully deliver the scope of works required to manage their community. NOVUS is Dubai’s largest independent Association Manager. Since our inception in 2010, NOVUS has grown from a small team that provided a service in a fledgling industry, to where we are currently positioned in the industry as a large team of professionals that are innovators and leaders managing a portfolio of over 45 high quality communities. In that time, NOVUS’s management team has continued to adapt to the ever-changing needs of our clients and the legal framework in which we operate. This has meant listening to our boards and investors, then developing the internal processes and procedures to deliver the service to meet the expectations of our clients and the communities they represent. Our management of communities has changed from having individuals covering all aspects of Association management to dedicated teams that specialise in: • Community Management • Customer Service • Finance and Administration • Tendering and Procurement The people you interact with from NOVUS are all professionals in their areas of expertise. We pride ourselves on the skill we bring to our role, and the integrated service we provide to our communities. The following chart reflects our current staffing level and staff expansion plan. A brief introduction to NOVUS’s current staff is provided later.
    • Novus Capability Statement 2014 12
    • Novus Capability Statement 2014 13 Our Approach to Community Management A key part to a company’s capability, is how they actually do what they say they do. Novus has systematic methodologies, internal structures and procedures to deliver efficient Management to all our communities. NOVUS Community Management has three major divisions: • Facilities Management – procurement and contract supervision • Finance - accounts, administration and reporting • Customer Service We have learned that an individual building manager cannot competently supervise a building, provide an onsite presence, professionally manage the finances, produce financial statements, collect service charges and properly liaise with contractors, tenants, staff, investors and board members involved in the process of managing a successful community. Novus assigns a Community Manager to each building who will take complete responsibility for the operations of that building and coordinate the work of the three divisions to deliver complete community management. This operational structure ensures that the right people are applied to each of the specialized areas of OA Management.
    • Novus Capability Statement 2014 14 3. WHY CHOOSE NOVUS
    • Novus Capability Statement 2014 15 Focus on Preservation & Growth of Asset Values NOVUS recognizes that protecting and enhancing the value of your property assets is our key purpose. Our Community Managers become partners in the professional management of your assets; we do this in a sustainable and considered manner. We understand the complex and evolving drivers needed to increase your property yield, and in reducing overall operating costs. Our focus is placed on accurate life cycle cost modelling for Reserve Fund forecasting and driving pragmatic energy efficiency gains in the assets we manage. This is the fundamental basis of what we see as a balanced multi-disciplinary approach. We have developed the skills to understand the functionality and commercial objectives of the developer’s retained investments, whilst enhancing the overall real estate and lifestyle investments made by the unit owners and their tenants. It’s your property, it’s your investment, it’s your community ... it’s your choice. Professional Knowledge, Local Experience NOVUS prides itself in its knowledge and experience of Jointly Owned Properties. We understand Dubai’s Strata regulations and how they apply to your building; we have developed excellent relationships with regulatory agency RERA; we know your rights in a politically complex and emotively charged property environment; we listen to your needs & expectations and adapt our experience around helping you tailor to the most cost effective management solution for your community. Our team has worked on the region’s largest development projects and established management structures for some of the most complex and prestigious mixed-use developments. Our management team are all long term residents of the region, all with over 6 years’ experience in establishing strata management in the region. Astute Financial Management Headed by certified accountants, NOVUS ensures diligent attention is paid to the financial administration of funds held in trust on behalf of all Owners. Our administration is founded upon diligent budget preparation, total accountability for expenditure, tight contract management and transparent reporting.
    • Novus Capability Statement 2014 16 NOVUS Quality Assurance Guarantee The NOVUS Quality Assurance program was initiated by our staff to give our Owners Associations a greater degree of confidence in the selected service providers to their buildings. NOVUS takes the hard work out of supplier selection, by recommending only those Facilities Management and services companies who meet our rigorous procurement standards of service quality, human resource management, sustainability, professional skill and a proven record of performance in the marketplace. NOVUS Quality Assured service providers must act to the same ethical standards, transparency and complete independence as NOVUS Community Management.
    • Novus Capability Statement 2014 17 The NOVUS Energy Reduction Initiative Combining the best of technology, financing and local project delivery, Novus through our selected partners can bring our Owners Associations a unique energy saving offering: • Free No Commitment Building Energy Audits • 100% Guarantees on Projected Energy Savings • 100% Financing of all Energy Project Costs • Free Warranties on Energy Project Equipment • Free Maintenance of Energy Project Equipment This offering enables your community to save energy with no risk and no up-front capital expenditure. It follows a 3 step process: 1. We audit buildings, identify issues and design specialist engineering solutions that will reduce energy consumption. 2. We assess project risks and provide project financing and guarantees based on savings identified by our partners. 3. We install the project solutions based on our specialist partners designs and provide ongoing maintenance to project systems. On Average Utilities represent 37% of all Costs We have already completed a detailed survey of 8 developments and 13 buildings in the Novus Portfolio. The table below demonstrates the advantages from NOVUS’s initiative.
    • Novus Capability Statement 2014 18 Communication and Technology NOVUS’s preferred Owners Association software supplier is Mystrata. Mystrata specialises in online software for the international Owners Association management industry and has operated in the Middle East for over 7 years. NOVUS Branded Community Web Portals NOVUS works with My-strata to provide each of our buildings building with an upgraded and fully personalized web portal. Each building is provided with individually designed, multiple page and content rich community web portals. NOVUS web portals will provide as a standard business offering individual building branded web sites that are: • a public library of information about the building (Galleries, apartment plans, facilities / services, utility information, location maps, OA structure & status, developer information) • a platform for building manager notices, community events & reminders • a platform for owner access to financials & owner association notices • a platform for tenants to access relevant information and chilled water charges (if applicable) • a community directory for key contacts, brokerage opportunities and in-unit service providers for occupiers Buildings are a brand, the Owner’s Association is the long term guardian of that brand.
    • Novus Capability Statement 2014 19 4. THE NOVUS COMMUNITIES
    • Novus Capability Statement 2014 20 THE NOVUS COMMUNITIES In a short period of time, NOVUS Community Management has become one of the largest independent (non-government owned or developer affiliated) Owners Association Management company in the UAE with over 15,000 units currently under management. On the following pages we list several projects that are currently under the management of NOVUS, or as contracted and will soon be commencing. Also included is a sample of case studies that demonstrate the value of a long term partnership with NOVUS to implement the strategies necessary to create a successful, sustainable community. It enables NOVUS to take a more sophisticated, data-driven approach to advising both occupier and investor clients regarding ongoing operating and capital costs with strategic based outcomes. In addition to the projects under management by NOVUS, the NOVUS leadership team and that of PRDnationwide’s senior consultants, have worked on the structuring and governance arrangements of some of the region’s largest and most prestigious developments. This experience informs the work we perform today on behalf of the Owners Associations we manage.
    • Novus Capability Statement 2014 21 Palm Jumeirah Residences South PJ Residences North PJ Shoreline 7 and 8 Golden Mile 1 Golden Mile 2 Fairmont Hotel Fairmont Residences Business Bay Silver Tower(BB) Bayswater One Business bay Concorde Tower Windsor Manor Jumeirah Village Circle The Seasons-Autumn The Seasons-Summer Hanover Square Kensington Manor Knightsbridge Court Dubai Silicon Oasis Springs @ Oasis Al Jawzaa Dubai Marina Elite Residences Marina Mansions Yacht Bay Iris Blue Jumeirah Lake Towers Lake Point X Cluster Bldg 1 X Cluster Bldg 2 X Cluster Bldg 3 Green Lakes S1 The Dome Silver Tower Movenpick Laguna Tower Liwa Heights Sports City Diamond Tower Metro Central The Spirit The Bridge The Champions Tower The Medalist Arjan The Light Platinum 1 OMAN The Wave, Muscat
    • Novus Capability Statement 2014 22 Case Study Project: Yacht Bay, Dubai Marina Summary: Novus was appointed by tender process to manage Yacht Bay in July 2011. The development is a residential tower that has a mix of studio, 1 bed, 2 bed and 3 bed apartments. Its common facilities include a gym, pool and reception area. Handover: The community was handed over to Novus from the developer, the Select Group. There where multiple tasks that needed prompt attention including: • Insufficient capital Funds • Insufficient Reserve Funds • Service Charge Collection rate below 35% • Building defects • Improper contractual arrangements • Poor provision of FM Services • Rental and Sales Rates well below market averages Strategy : Novus set about working with the board in two main strategic areas. The first being implementation of the “Novus Collections Policy” which addressed the financial deficits and operational deficiency's the OA was facing. Secondly all AMC’s were retendered and strict KPI’s and SLA’s implemented on all contractors. Outcomes: As a result of these strategies the board has been able to overcome the financial hurdles they had faced. In 2013 with a collection rate above 90% the board is now able to provision for building improvements. The building has higher occupancy and as a result investors have higher yielding property assets. “….without Novus we would not be in the position of financial stability we are today.” Michael Burke - Yacht Bay OA Chairman
    • Novus Capability Statement 2014 23 Case Study Project: Silver Tower, Jumeirah Lakes Towers Summary: Novus was appointed by the developer to manage the Silver Tower in Jan 2011. The development is a premium commercial tower with 441 commercial units and 6 retail units. It is managed under a single OA structure. Handover: The community was handed over to Novus from the developer, DMCC. This project required Novus facilitating the necessary co-ordination, meetings and negotiations between DMCC, consultants and the board to commission and rectify amongst other things: • BMS system commissioned and handed over to OA • Fire system commissioned and handed over to OA • Dubai Civil Defence integration to the building of: • lifts fire alarm, fire fighting ,water tank • Dosing System commissioned and handed over to OA • CCTV and access system commissioned and handed over • Smoke Control panel commissioned and hand over to OA Strategy : It was necessary to utilise the depth and support of Novus parent company PRDnationwide’s FM Specialist Services to co-ordinate a large body of the work outside of the Novus scope. Outcomes: As a result of Novus’s expertise, the board was able to commission all assets within the building and adhere to all municipality regulations. In conjunction with this major works, Novus implemented the management, structures and system’s that have kept the tower running smoothly and with no financial strain to the OA. “Novus demonstrated that they are they are a complete integrated OA provider. Their depth in understanding of complex transitional issues was integral in how we have succeeded as a board……. ” Barret Bloxham- Silver Tower OA Chairman
    • Novus Capability Statement 2014 24 5. Our Staff
    • Novus Capability Statement 2014 25 Alastair McCracken - Chief Executive Officer (PRD/Novus Group) Alastair has over 25 years’ experience in the tourism and residential resort development industry, specializing in the conception, structure and operations of mixed use destination resorts and residential communities. He has worked in senior management roles establishing and opening Hamilton Island Resort and Hilton International hotels in Australia, with Hyatt International properties in Sydney, Coolum, Jakarta and Bali. Alastair has over 25 years’ experience in the tourism and residential resort development industry, specializing in the conception, structure and operations of mixed use destination resorts and residential communities. He has worked in senior management roles establishing and opening Hamilton Island Resort and Hilton International hotels in Australia, with Hyatt International properties in Sydney, Coolum, Jakarta and Bali. Alastair is a specialist in the management of strata titled communities (being licensed as a Resident Unit Manager) and has advised on the long term governance and community management structures for leading residential and mixed use developments both in Australia and the Middle East. Alan Rowlands AREINZ & ACA - General Manager Alan Rowlands is a qualified accountant with extensive experience in the property management, real estate and construction fields. After 9 years as a Chartered Accountant in Public Practice, focusing on Body Corporate (Strata) Management Alan then owned and operated a Real Estate business in Auckland for 11 years, specializing in property management and Body Corporate administration. As chief financial accountant for the Gulf Harbour Group he oversaw the development of major mixed use resort and residential communities in New Zealand. In the region since March 2008, Alan has focused specifically on the new field of Strata Management, as both an investor in a new management company, and a senior manager in Dubai’s largest Community Manager. Alan brings a unique combination of professional sills experience in real estate, accounting, property management and development to the careful administration of Owner’s Associations in the volatile Dubai marketplace. EXECUTIVE MANAGEMENT
    • Novus Capability Statement 2014 26 Stephen Horner - Senior Community Manager Stephen Horner brings considerable management and consulting experience to the NOVUS team, having worked in Community Management for more than 12 years both in the UAE and abroad. Stephen fulfilled his roles as a Senior Community Manager and then as Head of Development Consulting (Qld) with leading Australian management company Stewart Silver King & Burns before moving to help establish Nakheel’s community management arm in 2007. As a senior manager for Nakheel, Stephen was involved in establishing the Owners Association Management and consulting business unit responsible for some of the world's largest developments. Stephen joined NOVUS in 2010 and heads up the Owner Association Manager’s division. Natasha Jackman - Senior Community Manager Natasha joins Novus with over 8 years’ experience in the Real Estate, Community Management & Strata Management industry. Having worked in the UK, Canada & Dubai, Natasha has diverse knowledge in the Owners Association management field and Strata Law. Natasha studied Strata Management & Strata Law at the University of British Columbia in Canada and has completed the RERA certifications and Brokers license in Dubai. Natasha takes great pride in managing her portfolio professionally, honestly & ethically and is a valued Community Manager within her NOVUS Team. SENIOR COMMUNITY MANAGERS Deepa Swaminathan - Group HR & Administration Manager (PRD/Novus Group) Deepa has experience working in large projects and infrastructure development companies in the last 15 years out of which 12 years in UAE with leading companies. She has worked in diverse fields such as Information technology, Human Resources & Administration, CEO’s office as Office Manager, Commercial Coordination, Project support, Customer care, Audit in MNC’s, adding value and creativity in each of these domains.
    • Novus Capability Statement 2014 27 COMMUNITY MANAGERS Every building has a Community Manager assigned to it who will take full responsibility for the financial and operational management of your community. This person co-ordinates the NOVUS team and reports directly to the OA Board. Through regular attendance at the project, periodic inspection and constant communication between the Building Manager, service providers and Owners, the Association Manager knows and understands the specific demands and issues to be dealt with in your building. The Community Manager is supported by and oversees the delivery of service by the Customer Service and Accounts teams. Further, he/she coordinates the involvement of our specialist support teams in Facilities management, Services Procurement, Energy Audit and Utilities management, Insurance, and Technical Services to address the specific issues that may arise. The Association Manager role includes responsibility for overseeing the drafting all operational contracts for the project, the budget preparation and financial reporting process, and ensures that the building management provide the highest standards of service to all owners and residents. Operational issues of significance and urgency will be escalated to the Senior Community Managers. Engin Togrulca Rajesh Hegde Noha Issam Eldin Don Fonseka Babul Akhtar Hannah OrchardAdel Gasan Sunayna Bhambhani Ria Espeleta Anoba ASSISTANT COMMUNITY MANAGERS Reylyn Ambatali Katryn Jaypee Donna Fernandes Our community managers are supported by our team of assistants. They play a vital role in proving the administrative back up that allow our Community Mangers the time to dedicate to their board members and communities.
    • Novus Capability Statement 2014 28 Paul Deacons - Commercial Manager Paul brings considerable management and consulting experience to the NOVUS team, having worked in Construction and Facilities Management for over 10 years. Paul has solid experience delivering and running Facilities Management, Security & PFI Contracts in the UK, Europe, Pan Asia Pacific and most recently the Middle East.Paul has managed all commercial elements of the tendering process to ensure delivery of FM services to various business entities within a range of Private, Group and Government property portfolio’s. Paul has wide ranging experience being involved with a range of commercial fit-out projects, large scale mixed used/residential developments and High Spec (5*+) hotel projects in central London among others. Desmond Schneider - Assistant Commercial Manager Desmond brings considerable Procurement and Facilities Management consulting experience to the NOVUS team, having worked in Facilities Management for more than 12 years both in the UAE and other jurisdictions. Prior to joining the Novus team , Desmond was a Purchasing Specialist and then the Purchasing Executive with Kellogg Brown & Root, a leading global specialist Consulting and Contracting Group. He then joined the Procurement Department of Emaar. As a Purchasing Executive for Emaar Community Management, Desmond was involved in establishing the procurement department solely dedicated to Emaar Community Management that is responsible for all aspects of Building and Facilities Management for some of the world's largest and most prestigious developments. Desmond joined NOVUS in 2013 as an Assistant Commercial Manager. FACILITIES MANAGEMENT Ishtiyaque has 19 years’ experience in Engineering Services. Ahmed worked with the Fairmont Hotel Dubai, Dubai International Airport Terminal-3 Expansion, Renaissance 5star hotel Dubai and 7 star Hospital Cleave Land Clinic Abu Dhabi. previously. As a Manager at Fairmont, he has supervised contracts, contractors, and procurement functions and provided support for the facility’s budget. He is versed with project management activities, time management and team leadership. He is also experienced in MEP services. Ahmed Ishtiyaque – Community Operations Manager
    • Novus Capability Statement 2014 29 Yaqub KhanSatheesha Poojary COMMUNITY OPERATIONS SUPERVISORS The Community Operations Supervisor is the key operational contact for the Association Manager. The Community Operations Supervisors’s responsibilities include the management and supervision of all on-site contractors and their staff as well as being a public face of NOVUS with the buildings sub-contractors. NOVUS offers its clients the option of either a portfolio Community Operations Supervisor , or a full-time On-Site Operations Supervisor . An On-Site Operations Manager will focus on service standards and effective communications to all occupants. The portfolio Operations Supervisor liaises directly with the onsite leadership provided by each of the key contracted services to ensure an integrated and high quality of service is provided by all contracted staff. Like the Association Manager, an on-site Operations Supervisor is supported by the administrative resources of the NOVUS organisation and its senior management. The decision of whether or not to appoint a full-time Operations Supervisor or a portfolio Operations Supervisor in a community will depend on the requirements and expectations of the board and the General Assembly they represent. NOVUS will provide advice based on our experience in similar communities. Hussam Abou Alchamat Thomas Joseph Mohammed Hisham
    • Novus Capability Statement 2014 30 NOVUS have a fully operational Customer Service Centre through 1800 NOVUS (66887). This service is available 24/7 to investors, owner occupiers and tenants. Our customer service ensures that our attention and resources focus remains on Owner related issues, enabling us to filter out and directed non-Owner calls to either the building’s concierge or to the community-web portal for further information. Another important key to our customer service is multiculturalism. In recognition of NOVUS’ commitment to embracing the many different ethnic and cultural backgrounds of our customers, many of whom are international property investors, our staff are collectively fluent in over seven different languages. CUSTOMER SERVICE Amanda Gray - Customer Service Manager Amanda is a valuable addition to the NOVUS Team bringing with her more than 30 years’ experience in business and administrative processes. Having worked in a variety of countries and across a broad spectrum of industries, Amanda has developed a high level of customer service expertise and skills with valuable experience in dealing with multiple nationalities and cultures. For these reasons Amanda has been coordinating the NOVUS Customer Service division since 2011. Amanda is formally qualified in IMS Audit, along with Health and Safety procedures. Dubai has been Amanda’s home for over 12 years, the last 3 within the growing Owners Association industry. Poonam Asthana – Senior Customer Service Agent Poonam has over 8 years’ experience working as a Customer Service Operations, Retention, MIS and Administrative Assistant. She has completed her MBA in Operations Management. She has worked in various business entities including Service Industry, Broking Firm and Telecom Industry. With this diverse background, Poonam joined Novus Community Management bringing with her strong customer care and solution-oriented skills to her new and challenging position of Customer Service Agent, handling the administrative & accounting functions, customer queries & escalations.
    • Novus Capability Statement 2014 31 Taufiq ShaikLea Dimasacat CUSTOMER SERVICE TEAM The NOVUS Customer Service Team would be rated as amongst Dubai’s mot highly qualified customer service teams. Between them they hold Bachelor’s Degrees in Education, a Master’s Degree in Finance & Marketing as well as numerous awards and recognition for outstanding service and performance from prior employment. This level of education and vocational experience demonstrates how seriously NOVUS see’s the role of our customer interface. Our team are not simply receptionists but must be capable of dealing with the multitude of tasks generated by enquiries from our communities residents. There capabilities lie in the understanding of the multiple facets of association management such as Community Rules, Utilities Billing, Service Charge Collections, Emergency Contacts, Association Meeting Scheduling as well as simply helping our residents with day to day general queries. Elizabeth Agena Miljoy Neyra Jennifer San Luis
    • Novus Capability Statement 2014 32 Your community relies on not only astute financial management to manage its affairs but also the timely collection of service charges to fund the requirements of the annual budget. NOVUS has a dedicated finance team as well as collections agents to ensure that your community is adequately funded and that defaulting owners are informed of their responsibilities to their community. FINANCE and ADMINISTRATION Irina Katchalina - Finance Manager Irina is a highly motivated and result oriented professional with 17 years experience - 10 years in New Zealand and 7 years in Russia. Irina holds a Degree in Economic and Accounting and also holds a provisional Chartered Accountants Membership with the New Zealand Institute of Chartered Accountants. She has a proven track record of providing exemplary service to her prior companies. Her key professional skills include financial and management reporting and analysis, budgeting and forecasting, risk management and effective cash-flow control, margin and costs analysis, analysing and implementing internal controls. Irina has been a member of the Management team in the past and has played an active role in the commercial decision-making process. She has been able to motivate others and be a good team player. Abdul Malik - Finance Team Leader Abdul has over 6 years experience working as an MIS & Customer Service Officer in India, UAE & Qatar, brings a thorough understanding of the Financial Services Sector. He has worked for major banks like JP Morgan Chase, RAK Bank, HSBC, Al Khalij & GE Capital in different departments like customer service, sales, collections, operations & accounts. Abdul holds a Bachelor’s Degree in Commerce and is also pursuing his MBA in Finance & Marketing in Dubai.
    • Novus Capability Statement 2014 33 FINANCE TEAM Mohammed Abdul Jameel - Finance Agent Mohammed Jameel has over 5 years experience working in Finance Department (Accounts) in India & UAE, brings a thorough understanding of the Financial Services Sector. He has worked for DEWA (Dubai Electricity & Water Authority), Atlas Plastic & LCC InfoTech. Mohammed Abdul Jameel holds a Bachelor’s Degree in Commerce. He has certified Internal Auditor for ISO (9001-2000) from TUV NORD (U.A.E) and has got Appreciation Certificate from DEWA (Dubai Electricity & Water Authority). Mark Lawrence - Finance Agent Mark has over 6 years’ experience working as an MIS & Customer Service Officer in India, UAE & Qatar, brings a thorough understanding of the Financial Services Sector. He has worked for major banks like JP Morgan Chase, RAK Bank, HSBC, Al Khalij & GE Capital in different departments like customer service, sales, collections, operations & accounts. Abdul holds a Bachelor’s Degree in Commerce and is also pursuing his MBA in Finance & Marketing in Dubai. Nerissa Domingo - Finance Agent Nerissa holds a Bachelor’s Degree in Business and Administration. She has over 8 years experienced working as Administrative and Customer Service Officer in Philippines & Dubai. She has worked for Property Management, Residential Services, Retail and Wholesale Companies like Philiexcel Business Park, IFA Residential Services, Pilipinas Makro (SM Group of Companies) and Puregold. Jennifer Manalac - Finance Agent Jennifer has over 12 years of financial accounting experience. Over the span of her career, Jennifer has worked in two countries: UAE and Philippines and her experienced lies in leading the finance function as an Accounts Agent, Accountant, Book Keeper and Accounting Clerk in International and Private Companies. Jennifer holds a degree as a Bachelor of Science in Commerce majoring in Banking and Finance. She joined Novus in September 2013.
    • Novus Capability Statement 2014 34 FURTHER INFORMATION This Capabilities Statement outlining our Corporate Information & Profile was prepared by NOVUS Community Management’s Business Development division. If we can assist you with any further information, clarifications or provide further details for corporate references, please do not hesitate to contact us. Stephen French Group Director of Business Development Mobile: 050 956 7057 Email: stephen.french@novuscommunities.com Alan Rowlands General Manager Mobile: 050 551 3139 Email: alan.rowlands@novuscommunities.com