Manager - Housing Services (DEL5)

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.