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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.”
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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.
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The PRDnationwide / NOVUS Group of Companies
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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.
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Palm Jumeirah Residences South PJ Residences North PJ Shoreline 7 and 8 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 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 Orchard Adel 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 Khan Satheesha 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 –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 Shaik Lea 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
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