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NOVUS Community management is Dubai's leading provider of Owners Association management services.
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NOVUS Association Management Services
Capabilities
Statement
22 January
2013
1st Quarter 2013
2 Novus Community Management Proposal for Association Management Services
NOVUS Capability Statement 2013
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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NOVUS Capability Statement 2013
Table of Contents
1. WHO IS NOVUS COMMUNITY MANAGEMENT?
2. HOW DOES NOVUS COMMUNITY MANAGEMENT WORK?
3. OUR EXPERIENCE & PROJECTS
4. OUR STAFF
Appendix 1 – NOVUS Trade Licence
Appendix 2 – NOVUS Insurances
Further Information
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1. WHO IS NOVUS COMMUNITY
MANAGEMENT?
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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 50 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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NOVUS Capability Statement 2013
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
Commercial Buildings
• Mixed Use Retail and Commercial Towers
Complex Projects
• Mixed Resort Hotel and Residential Developments
• Large Scale Master Planned Communities
• Volumetric Subdivisions and Building Management Associations
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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.
What we do is:
• 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).
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NOVUS Capability Statement 2013
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.
Novus has the capability in all the following fields and offer our clients comprehensive Association
Management.
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
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2. HOW DOES NOVUS
COMMUNITY MANAGEMENT
WORK?
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NOVUS Organization Structure
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.
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 service we provide to our
communities.
The chart below reflects our current capabilities and staff expansion plan. A brief introduction
to NOVUS’s current staff is provided latter.
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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 and internal structures and procedures to deliver efficient
Management to all our communities.
NOVUS Community Management has three major divisions:
1. Facilities Management – procurement and contract supervision
2. Finance (accounts administration and reporting)
3. 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 Senior 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.
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The Dedicated Community Management Team
This is the public face of NOVUS, the people that will be physically inspecting your community,
managing the contractors and reporting to the board.
Community Manager
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 General
Manager.
Building Manager
The Building Manager is the key operational contact for the Association Manager.
The Building Manager’s responsibilities include the 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 Building Manager, or a full-time On-Site
Building Manager. An On-Site Building Manager will focus on service standards and effective
communications to all occupants. The portfolio Building Manager 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 Building Manager 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 building manager or a portfolio building
manager 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.
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The Support Team
This is the back end of NOVUS that provide all the unseen specialist support to our managers
and ultimately the board and community.
Facilities Management and Technical Support
The NOVUS FM Services team is a group of highly dedicated specialists who oversee the
procurement of all FM suppliers in NOVUS buildings, and will monitor the performance of the
facilities management contractors in your building to ensure their KPI’s and agreed Service
levels are met. They are responsible for the physical well-being of the common areas in a
development.
Customer Service
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.
Finance and Administration
The NOVUS Customer Service Centre provides all administrative clerical and customer contact
support to the management team.
Collections
Your community relies on the timely collection of service charges to manage its affairs.
NOVUS has a team of dedicated collections agents to ensure that defaulting owners are
informed of their responsibilities to their community.
Senior Management
Where matters require specialist attention or additional involvement of support, the
Association Manager can escalate urgent or complex scenarios to the senior management of
NOVUS.
Web Portal Support
NOVUS’s customised web portals have the answers for all the questions related to your
community. An introduction to this powerful tool is provided later.
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Why choose NOVUS ?
Integrated Property Specialists
When seeking experience and expertise in working through the delicate issues associated with
structuring, documenting and managing integrated communities, the PRDnationwide / NOVUS
group are a clear choice.
For over four years, PRDnationwide have established a reputation as regional leaders in
integrated consultancy in this area.
PRDnationwide’s consultancies consistently aim to ensure:
• the regulatory compliance and accountability of the end product
• that component user interests are effectively separated and supported
• developer exposure to ongoing operational costs are minimised
• property values for owners are maximised
• the community is harmonious and successful; and
• the developer and community brand is enhanced for ongoing success.
This approach has been employed for the following notable developers and project scopes:
• Emaar:
o Burj Khalifa - Structuring, titling, surveying and documenting. Balancing the interests
of the Armani Hotel, Armani Residences, Residential Owners Associations,
Commercial Owners Associations and developer retained assets.
o Old Town Island – Structuring, surveying and documenting the hotel, retail,
commercial and residential components
o Samara Rift, Jordan – Structuring, FM strategies and documenting the hotel, retail
and residential components
• TDIC:
o St Regis Hotel, Saadiyat Island – Structuring, titling, surveying and documenting the
hotel, apartment and villa communities.
Both PRDnationwide and NOVUS have a demonstrated ability of working in partnership with
developers and Owners Associations to jointly establishing their communities, balancing the
commercial objectives of the developer, whilst ensuring the long term interests of the residential
owners are protected.
This approach has enabled us to build partnerships with key developers across their portfolios. In
particular our relationships with:
• IFA Hotels & Resorts – we have assisted IFA on the Palm Residences and hotel, overcome
significant complexities in their projects. All our divisions are assisting with Shoreline
Buildings 7 & 8 along with their upcoming projects.
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• The First Group – Portfolio wide solutions for structuring, documenting, surveying, OA
establishment and management transition.
NOVUS offer significantly more to an Owners Association than a typical administration-based
role aimed at regulatory compliance.
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 almost 4 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.
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Shoreline 7&8
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.
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Communications
Software Supplier
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 5 years.
My-Community Web Portals
Novus works with “My-community” - the leading owner-focused management communication
platform provider.
My-Community provides its OA manager clients a basic standard one-page public page template
for all communities managed using My-strata.
Along with this, MyCommunity provides all board members, owners and tenants secure access
to different information and functions depending on their role.
These include:
• Service Charge Statements
• Financial Reports such as the budget, General Ledger and Balance Sheet
• Important Community Documents
• Events
• Special Promotions from local businesses
• Community Wall for social interaction
• Credit Card gateway for payments of
service charges
• Important Building Contacts
• Personal Profiles
• Maintenance Request System
• Service Request System
• And much more...
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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.
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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
Novus believes that buildings are a brand, and the the Owner’s Association is the appropriate
long term guardian of that brand
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3. OUR EXPERIENCE & PROJECTS
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Our Experience – NOVUS Projects
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 10,000 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.
With this growing industry new buildings are added regularly.
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 regions largest and most prestigious developments. Prior to taking on their current
roles with NOVUS, our CEO, General Manager and a number of our Community Managers all worked
alongside parent company PRDnationwide and others on many of the listed projects.
That experience informs the work we perform today on behalf of the Owners Associations we
manage.
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Palm Jumeirah
• The Palm Residences North
• The Palm Residences South
• The Fairmont Hotel
• The Golden Mile 1
• The Golden Mile 2
• Shoreline Al Nabat
• Shoreline Al Haseer
Dubai Marina
• Iris Blue
• Yacht Bay
• Marina Mansions
• The Elite Residence
Jumeirah Lakes Towers
• Gold (AU) Tower
• Silver (AG) Tower
• Mövenpick Laguna Tower
• Concorde Tower
• Lake Point Tower
• Jumeirah Bay (Owners Association 1, 2 & 3)
• Green Lakes S1
Business Bay
• Windsor Manor
• Silver Tower
• One Business Bay
• Bayswater Tower
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Silicon Oasis, Arjan, Sports City & Tecom
• The Springs @ Oasis
• Palace Tower Commercial
• Palace Tower Residential
• The Diamond Tower
• Grosvenor Business Tower
• Metro Central
• The Light
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Our References
Developer Referees -
Mrs. Eileen Green,
Head of Asset Management, The First Group
The Diamond, Sports City
Metro Central, Tecom
Phone 04 479 7500 | Mobile 050 708 2530
Email [email protected]
Mr Mark Doucet
V.P. Legal, IFA
The Residences (North & South), Palm Jumeirah
Phone: 04 391 2022
Email: [email protected]
Owners Association Board Referees -
Mr Barrett Bloxham,
Chairman, Macsteel
Silver Tower, Jumeirah Lakes Tower
Chair, Interim Owners Association Board
Phone: 04 440 2124 | Mobile: 050 458 3561
Email: [email protected]
Mr Michael Burke,
Yacht Bay, Dubai Marina
Board Member, Interim Owners Association Board
Mobile: 050 798 8428
Email: [email protected]
Ms Emmanuelle Entringer
Yacht Bay, Dubai Marina
Chairlady, Interim Owners Association Board
Email: [email protected]
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4. OUR STAFF
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NOVUS Staff Profiles
MANAGEMENT
Alastair McCracken Chief Executive Officer
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.
Leading role in PRDnationwide’s Business Development over the past three years by
heading up the Development Consultancy Division, coordinated the delivery of many of
PRDnationwide’s key consultancies. Alastair has managed the establishment and overseen
the growth of NOVUS Community Management as CEO to watch it become one of the
largest and most influential Owners Association Management Companies in the UAE.
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.
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MANAGEMENT TEAM Cont.
Deepa Swaminathan, Group HR & Administration Manager 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.
With this background she Joined Novus Community Management and is involved in some of
the key areas of the company in HR, Administration, Office Automation etc as part of a
young and dynamic team and is keen to prove her credentials and bring in all her experience
and creativity to help the company march forward in the coming years.
BUSINESS DEVELOPMENT
Stephen French, Business Development Manager
Stephen French has been living and working in Dubai from 2008. Prior to moving to Dubai,
Stephen was Portfolio Manager of Foreign Exchange for a private hedge fund in Australia.
Initially working with PRDnationwide’s sales & leasing team, Stephen’s exposure to all facets
of property classifications and his active approach to getting outside the office, has given
him an invaluable insight to the day to day working of Jointly Owned Properties in Dubai.
With exceptional knowledge of the industry, the transitional issues facing Developer’s and
the shifting status of Owners Associations in Dubai’s regulatory market, Stephen is an
invaluable member of the NOVUS Team as Business Development Manager.
COMMUNITY MANAGEMENT TEAM
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.
Engin Togrulca, Community Manager
Engin has over 8 years of local experience in Property and Community Management. In the
region since August 1999, Engin has specialized in Jointly Owned Property Management and
has managed prestige developments all over Dubai.
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COMMUNITY MANAGEMENT TEAM Con’t
Engin has been actively involved in preparation of annual service charge budgets, daily
management of common areas, Preparing and attending General Assemblies, Board
meetings and advising Owners & Association Board Members on Administrative,
Governance & Compliance issues. Engin has completed all required certificates by RERA &
having lived in UAE for 12 years he can speak very good Arabic.
Alex Smith, Community Manager Alex has over 5 years’ experience working as an Association Manager & Property Manager in
Australia & the UAE. Alex has setup some of the most complex developments in the U.A.E &
enjoys assisting both Developers & Owners’ in the growth, knowledge and understanding of
how their Assets should be professionally Setup & Managed. He has been advising Owners
& Association Board Members on Administrative, Governance & Compliance issues.
Rajesh Hegde, Community Manager
Rajesh is a professionally qualified Civil Engineer bringing to the table over 12 years of
diverse experience across FM, Community & Property Management, Retail Development,
Real Estate Sales, Construction and Project Management in the UAE and abroad. Previously
before joining the NOVUS Team Rajesh was instrumental in the set-up and operation of the
Owners Association for a large 50 million square feet Gated Villa Community.
With his extensive and diverse background, Rajesh joined Novus Community Management,
bringing with him strong techno-commercial and customer service skills to his new position
as Community Manager.
Noha Issam Eldin Mohammed, Community Manager
Prior to joining Novus Noha has been working as a Property Management Executive with
one of the leading Facility Management Companies in UAE.
During this period Noha was responsible on facilitating the delivery and the handover
process of some of the most prominent properties in Dubai from the Main Contractor to the
Tower Developer and back to the Individual Units Owners.
She has been managing all the aspects of the property to insure proper maintenance and
delivery of services to the property was one of the most important roles that Noha was
handling. Her skills along with customer service oriented attitude are put together to
contribute in her new role as a Community Manager with Novus Team.
Natasha Jackman, 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.
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FACILITIES MANAGEMENT TEAM
Paul Hillier, Director – Facilities Management Paul has a considerable FM track record gained in the UK, Far East and now latterly in the
UAE, all spread over a 25 year period. He has been mostly involved with high end and
medium quality residential and commercial developments, some of them being under
Strata Title management in Singapore.
Paul was previously the Regional Director of FM for the global British consultancy firm,
Currie & Brown, based here in the UAE.
As a qualified Building professional, Paul provides another important facet towards the OA
Management role of a building, including Value Engineering, Time Life Costing and Building
condition appraisal techniques. These are important elements that contribute towards the
value-add offered by NOVUS in helping to maintain investors’ asset value.
Elvio Del Papa, Manager - Facilities Management Elvio Del Papa holds a degree in Building Services Engineering and has worked with both
Australia's and UAE's largest and most successful Developers.
With over 10 years of experience in the industry, Elvio has had significant exposure to the
building industry and has been involved on numerous projects from the initial concept
design through to the operational phase.
With a proven track record of exceeding customer expectations in Dubai and abroad,
Elvio's commitment to success provides the drive to ensure all NOVUS operated buildings
are run efficiently, in accordance with local law and in the best interest of all owners and
stakeholders to reduce the overall depreciation of the assets.
Andrew Jeanny, Facilities Management Administrator Andrew has over 10 years of customer service and administration experience with strong
background in hospitality industry. Andrew joined NOVUS in August 2011, and brings with
him excellent experience he has gained in Facilities Management and Owners Association
Management.
Andrew is a certified Owners Association Manager in Dubai, and has been active in the
setting up Owners Association, and the management of their assets.
Sameera Farzana, Team Secretary
Sameera joined the Novus Team in May 2012 as Team Secretary, working as a bridge
between the Facilities Management procurement division and the community managers
playing a key coordination and assessment role.
Sameera has over 9 years of experience in Leasing & Administration. She has completed her
MBA in Marketing. Sameera was previously employed with Burjuman Centre – a mixed use
property and was involved in the leasing of nearly 350 retail units, commercial tower &
high-end residential units
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NOVUS Capability Statement 2013
BUILDING MANAGERS
Don Fonseka, Building Manager Don has over 18 years’ experience in Five Star Hotels, Residences, Facility Management and
Human Resources Management in the Middle East.
During this period Don has been involved in the pre-opening of 6 five star international
hotels and Residential towers. He has also managed over 4800 Residential Unit for 2006
Doha Asian Games.
Yaqub Khan, Building Manager
Yaqub Khan joins NOVUS as a fully qualified building manager with over 15 years experience
in the UAE as an Engineering Maintenance Technician & Supervisor. The last 8 years Yaqub
worked with Fairmont Hotels gaining valuable experience on building engineering issues.
With a Mechanical Engineering Diploma from Mumbai, India, Yaqub is a dedicated and
intuitive staff member and a valuable addition to the NOVUS FM team.
Brijesh Anton Faras, Building Manager
Brijesh Faras joined the Novus Team as a Building Manager in May 2012.
Brijesh has 12 years experience in engineering & building maintenance in the UAE and has
been working as a valuable member of the IFA team as an Engineering Maintenance
Technician and Supervisor at the Fairmont Dubai Hotel for 7 years.
Brijesh holds a Diploma in Electrical Engineering and has also completed Industrial Institute
Training &National Council Vocational Training.
Steve Joachim Pinto, Building Manager
Steve is professionally qualified Mechanical Engineer and a Marine Engineer, having worked
in the Merchant Navy as an Engineer. He has carried out extensive maintenance jobs on
board vessel.
With his strong technical knowledge and diverse background. Steve joined the Novus Team
to his new position as Building Manager.
CUSTOMER SERVICE TEAM
Lisa Matijevic, Administration Manager Lisa has over 10 years’ experience in the strata management industry in the UAE and
abroad. With experience working for one of the largest property developers in the UAE and
several strata management companies Lisa is very experienced in the day to day,
operational and financial management of Owners Associations.
Lisa has joined Novus Community Management as Customer Service Manager where her
wide ranging knowledge and experience will be put to use to ensure the best possible
standards and practices throughout the company for all our clients.
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NOVUS Capability Statement 2013
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.
Elena Georgieva, Customer Service Agent Elena, a graduate from St Petersburg’s University of Engineering & Economics with a Degree
in Organization Management, worked for Nakheel as Residents Liaison Officer and then a
Debt Recovery Officer and has demonstrated firmness and sensitivity to customers'
demands and circumstances, expanded her diplomacy and negotiation skills and became a
strong team player.
With this extensive and diverse background, Elena joined Novus Communities, bringing with
her strong customer care skills to her new challenging position of Administrative Assistant,
handling the administrative as well as the accounting functions.
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.
FINANCE TEAM
Maria Ainnie Pacheco, Finance Agent Ainnie has more than 7 years’ experience handling accounting and administration
function. She has worked in various business entities including banking, engineering &
architectural consulting company, Universities and Real Estate.
She has worked for some of the large consultancy and development companies like Kling
Consult GmbH, Sama Dubai – a Dubai Holding Co. and the Canadian University in Dubai. She
Joined NOVUS Community Management in 2010, doing the function of administration and
accounting for the Owner’s Associations.
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NOVUS Capability Statement 2013
FINANCE TEAM Cont.
Abdul Malik, Customer Service & Accounts Agent 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.
Lea Dimasacat, Customer Service & Accounts Agent
Lea joins NOVUS with over 6 years experience as a Customer Service representative. Having
worked for that period of time at Dubai’s Sun & Sands Sports in a Team Leadership role,
Lea’s skills were sought by NOVUS Community Management in February 2012 in the
Owner’s Association administration role.
Lea takes great pride in her customers by assisting them in the management of their assets.
Lea comes to NOVUS with a Bachelor Degree, along with having completed various training
programs throughout her short career. She is appreciated by her clients for her
constructiveness and anticipatory skills, and is a valued Customer Care Professional within
her NOVUS team.
RESOURCE HIRING STRATEGY FOR QUARTER 4
Accounts Agent
Customer Service Agent
Building Manager
Community Manager
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NOVUS Capability Statement 2013
Appendix 1 – NOVUS Trade Licence
1. References
Mrs. Eileen Green: Developer’s Representative, The Diamond, Sports City
P. 04 479 7500
M. 050 708 2530
Mr Mark Doucet: V.P. Legal, Developer’s Representative, The Residences, Palm Jumeirah
P. 04 391 2022
Mr Barrett Bloxham, Chairman, Owner’s Board, Silver Tower, Jumeirah Lakes Towers
P. 04 440 2124
M. 050 458 3561
Appendix 5 – Professional Indemnity Insurance
Appendix 2 – NOVUS Insurances
34 Novus Community Management Proposal for Association Management Services
NOVUS Capability Statement 2013
35 Novus Community Management Proposal for Association Management Services
NOVUS Capability Statement 2013
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 Business Development Manager
Mobile: 050 956 7057
Email: [email protected]