Serve as the main point of contact for residents, addressing complex inquiries, escalations, and complaints in a timely and professional manner. Monitor and coordinate the performance of facility management and third-party service providers (security, cleaning, landscaping, utilities, etc.) to ensure compliance with service-level agreements. Support the Community Management Supervisor/Manager in overseeing community operations and ensuring smooth daily functioning. Guide and mentor Community Management Executives, assisting them in handling resident requests and improving service quality. Organize and coordinate community events, engagement activities, and communication campaigns to enhance resident satisfaction and strengthen community spirit. Conduct regular community inspections and report maintenance or operational issues to relevant departments. Collaborate with Finance on service charges, collections, and related resident concerns. Assist in the handover process by explaining community regulations, documentation, and orientation for new residents. Assist in resolving difficult resident situations with a focus on achieving positive outcomes and maintaining community harmony. Communicate community updates, policies, and relevant information to residents using appropriate channels. Maintain accurate records of resident interactions, service requests, complaints, and resolutions via CRM or internal systems. Prepare and present periodic reports on community performance, resident satisfaction, and operational challenges. Suggest process improvements to enhance community services and operational efficiency.