Manager - Housing Services (Mas7)

**Location**:
Qiddiya Workers Villages, Riyadh, Saudi Arabia

**Position Summary**:
The Manager - Housing Services leads the day-to-day management and governance of Housing Office & Key Control operations within the Qiddiya Workers Villages, ensuring accurate resident records, smooth check-in/check-out, allocation control, helpdesk resolution, and coordination with key operational stakeholders. The role ensures high service quality, compliance, and audit-ready data integrity.

**Key Purpose of the Role**:
To deliver a reliable, resident-focused Housing Office function that safeguards occupancy accuracy, supports operational continuity, and enables compliant, efficient accommodation services across all Workers Villages.

**Key Responsibilities**:

- Manage Housing Office operations (resident registration, allocations, transfers, check-in/check-out, and resident support).
- Ensure data accuracy in accommodation systems, including occupancy, eligibility, and resident master data governance.
- Lead key control governance in coordination with the Key Control Supervisor, ensuring physical and system controls are enforced.
- Coordinate with Facilities Management, Security, HSE, and service providers to resolve resident issues and operational escalations.
- Establish and maintain SOPs, workflows, KPIs, and reporting for housing operations and resident services.
- Support audits, investigations, and compliance reviews, ensuring records are complete, traceable, and audit-ready.
- Manage Housing Office staffing, training, rosters, and performance management.
- Oversee the Key Control Office function, ensuring secure issuance, custody, tracking, and reconciliation of all accommodation and critical area keys and access devices.
- Define and enforce key control governance, authorization matrices, SOPs, and segregation of duties for access administration.
- Ensure accurate and audit-ready key registers, system logs, and reconciliation reports are maintained at all times.
- Coordinate with Security and Facilities Management on access rights, lock changes, lost keys, and security incidents related to access control.
- Review key control KPIs, incident trends, and non-conformances, and lead corrective and preventive actions.

**Key Deliverables & Accountabilities**:

- Accurate, up-to-date resident and occupancy records across all villages.
- Efficient resident service delivery with defined SLAs and escalation pathways.
- Implemented and maintained Housing Office SOPs and controls (including key control governance).
- Monthly KPI and performance reports with corrective action tracking.
- Audit-ready resident files and system logs.

**KPIs / Performance Metrics**:

- Resident satisfaction (Housing Office services).
- Allocation and occupancy data accuracy rate.
- Average resolution time for resident requests/complaints.
- Check-in/check-out processing time and compliance rate.
- Audit non-conformance rate for housing records.

**Required Qualifications & Certifications**:

- Bachelor’s degree in a relevant field (Hospitality Management, Facilities Management, Business Administration, or related).
- Professional certifications relevant to the role are preferred (e.g., NEBOSH/IOSH, ISO Lead Auditor, IFMA, CIPS, etc.).

**Experience Requirements**:

- Minimum 6 years of experience in housing operations, hospitality, camps, or large-scale residential services.
- At least 3 years in a supervisory/managerial role.
- Experience managing resident data systems and service processes in high-volume environments.

**Technical & Professional Competencies**:

- Housing operations management and resident service workflows.
- Data governance, documentation control, and audit readiness.
- KPI design, reporting, and performance management.
- Stakeholder coordination and issue escalation management.
- Basic contract and vendor coordination (as applicable).

**Behavioral Competencies**:

- Leadership and accountability.
- Stakeholder engagement and collaboration.
- Decision-making under pressure.
- integrity and professionalism.
- Continuous improvement mindset.

**Authority & Decision-Making Limits**:

- Authorize operational decisions for housing allocations and process controls within delegated authority.
- Approve corrective actions for housing data discrepancies and service failures.
- Escalate critical incidents, high-risk cases, or compliance breaches to senior leadership.

**Interfaces**:

- **Internal**:Senior Manager - Residential Services, Facilities Management, Security, HSE, Quality, Finance, PMO, and Workers Villages operations teams.
- **External**:Client representatives, contractors/service providers (as applicable), and regulatory stakeholders when required.

**Health, Safety & Compliance Obligations**:

- Ensure full compliance with Qiddiya HSE policies and Saudi regulatory requirements.
- Promote a safety-first culture across teams and service providers.
- Ensure staff and contractors adhere to safety and quality standards.