How Kaizen AMS Turned me into a ‘Top Performer’ with its Incredible Leadership

Story of our Excellence Officer – Mr. Faisal Shaikh

Time flies!! Today marks my first proud year at Kaizen Asset Management Services. These 365 days working as an ‘Excellence Officer’ at Kaizen have been a blend of learning, fun, persistence, and progression. In my role, I get an opportunity to serve residents from hundreds of nationalities which provides me exposure to working in a truly international environment.

Kaizen is my first employer for which I am working in the Resident Experience role. Prior to this, I was not aware of how things work in the fast-paced real estate and property management sector in the UAE. However, as once said by Rita Wilson, “Be fearless in trying new things, whether they are physical, mental, or emotional since being afraid can challenge you to go to the next level.” This quote has always been my inspiration in trying new things. This is the reason I accepted the offer of joining Kaizen AMS as I wanted to ‘test the water’ and gain valuable experience working for the top property management firm in Dubai – Kaizen Asset Management Services.

Before joining Kaizen, I always had a curiosity about how things work in a multicultural environment. Prior to moving to Dubai, I didn’t have international experience. I worked in India for almost a decade. I firmly believe that joining Kaizen AMS was the most beautiful decision of my life as this great firm introduced me to the multicultural environment and now I really enjoy working with my co-workers from various parts of the globe.

The best part about Kaizen AMS is its people who are very supportive and motivate their fellow workers to achieve the impossible. Here I would like to mention the name of my Line Manager – Mrs. Vidyashree Cawa who has always encouraged and assisted me in overcoming my anxiety and providing me with comprehensive training so that I can perform my job responsibilities with utmost professionalism and efficiency. Being an immigrant herself, Vidyashree understands that a new joiner who moves to Dubai living alone from his/her family can fall prey to anxiety, stress, confusion, and loneliness. Thus, she always makes all possible attempts to overcome these barriers by maintaining touch with all the team members. Vidyashree always maintains transparent communication through Slack and answers the team’s doubts and queries in real-time. Vidyashree hails from Mumbai, India. She is known for her unparalleled team management skills and responsiveness. Vidyashree leads the team, helps the team members grow, and takes full ownership of driving the team’s performance. She is very adaptive to new situations and encourages others to perform at their optimum level. The best part about Vidyashree is that she makes working on complex projects really fun.  I really appreciate her efforts and feel proud to work under her leadership. I am genuinely honored to be led by such a great leader. Vidyashree’s continuous support has empowered me in performing to the best of my abilities and maintaining 100% performance and client satisfaction scores since I joined.

Along with Vidya, another leader who has influenced me a lot is Kaizen AMS’ CEO – Mr. Fadi Nwilati. His incredible leadership, positive attitude, and quality of maintaining a personal touch with all the employees have always motivated me to perform to the best of my abilities. Fadi is a very responsive and kind-hearted gentleman. Leveraging his incredible leadership and people management skills, he resolves any complex issue faced by me in my job in a few minutes. Fadi firmly believes that the ‘best care of clients starts with the best care of employees’. Thus, he lays special emphasis on the well-being of every employee. 

At last, I want to say that Kaizen AMS has empowered me in growing both professionally and personally and in nurturing new and meaningful relationships. The last one year has been a great journey with Kaizen. The benefits that come from working with Kaizen AMS are above and beyond the monetary rewards. I have received more positive feedback and recognition here from my stakeholders than anywhere else in my life. I can say with utmost confidence that Kaizen AMS is among those employers who along with Creating Memorable Experiences f for the residents and clients also create memorable experiences for its employees and truly exemplifies its purpose of formation.

Why is there a Need for Triple Bottom-line Decision Makers?

Author – Anas Gahshan, Senior FM Manager, Kaizen AMS

Sustainability is one of the major strategic goals for the built environment in the UAE. This is one of the reasons that there have been an exponential surge in investments by the real estate sector and strata management firms in sustainable and clean energy projects to align their vision with the UAEs Energy Strategy 2050. The Energy Strategy targets an energy mix that combines renewable, nuclear, and clean energy sources to meet the UAE’s environmental goals of clean energy (44%), Gas (38%), clean coal (12%), and Nuclear (6%).

With rising awareness, property buyers & investors are prioritizing the sustainability efforts of the developers over the quality and prices of the project. In the last decade, sustainability has emerged as a key factor in the property buying decision. The research conducted by Epson reveals that 94% of millennials in the Middle East prioritize environmental and social issues and over 90% of employees in the UAE think that the use of green technologies can play a pivotal role in improving the air quality and will have a great social impact on the businesses. While designing their future plans, organizations are considering sustainability as their top priority. This is allowing them in addressing the emerging challenge of climate change and also in gaining a competitive edge.

Today, sustainability has become a viable decision-making tool for corporate leaders to evaluate the impact of their decisions over the entire life cycle of the product or practice. Sustainable practices are empowering the UAE’s corporate sector in striking the right balance between mother nature, the built environment, and profitability.

An Urge for Triple Bottom line

Triple Bottom Line (TBL) is an accounting framework which considers social, environmental, and financial results as bottom lines. Businesses of all types – Corporates, NPOs, and government entities – leverage the TBL framework to evaluate their financial performance and the impact of their operations on the environment and society.  Triple Bottom Line encourages real estate leaders to nurture the mindset of prioritizing sustainability in every single process, activity, decision, and strategy. TBL is based on the principle that any action that achieves benefits in one aspect cannot be initiated without measuring its impact on the other crucial aspects of the business.

3Ps of TBL

The Triple Bottom Line (TBL) concept functions on the principle of 3Ps – Profit, People, and Planet. The Profit aspect evaluates the performance of an organization based on its financial performance. It focuses on key aspects like – business decisions made, strategic planning, and the methods of cost reduction.

The second P – People measures an organization’s social impact and its commitment to people (i.e. its stakeholders, employees, and people involved in the supply chain, customers, the organization’s surrounding community, and future generations.) Some of the methods used by organizations today to measure the bottom line includes – advancing human rights; volunteering; donating to the poor or hungry; promoting diversity, race, and gender equity; and improving life expectancies.

The third P – Planet measures the environmental impact of an organization. In the last decade, like any other sector, the real estate sector has also been the contributor to rising air pollution which has adversely impacted the climate at staggering rates.

The bottom-line approach aims to encourage organizations to reduce their carbon footprints to protect nature and precious human lives. Some of the prevalent methods to measure the bottom line includes – curtailing carbon footprints by cutting down on energy consumption, reducing reliance on fossil fuels, ensuring effective waste management, streamlining shipment practices, and above all using ethically sourced materials.

The 3Ps of Triple Bottom Line (TBL) should be of paramount importance for every organization as it enables them in weighing the impact of each aspect on another. This will entitle organizations in deriving the maximum benefits from all three aspects and making informed decisions which are bearable, viable, and equitable.

Challenges in Sustainable Decision-making

 Lack of standard guidelines to accurately measure TBL

  • Lack of structured framework
  • Achieving a global standard is a time-consuming & costly affair

 Sustainable Decisions

Many organizations wonder how they can make sustainable decisions. Well, it is not as tough as it seems. The foundation of sustainable decisions starts with drafting a sustainable strategy which supports the organization’s mission, vision, and values. Sustainable decisions must align with the services offered, business operations, nature of the business, policies & procedures.

There are 5 phases of executing a sustainable strategy. These are as follows –

  • Analyze the goals of the sustainability strategy
  • Evaluate the feasibility of initiatives and plans
  • Outline a preliminary sustainability plan
  • Ensure that the plan accomplishes the sustainable goals of the firm
  • Nurture a culture and mindset towards sustainability which can be implemented in the existing organizational processes
  • Execute the plan post management’s approval

The Direct Impact of TBL on organization

Prioritizing People, Planet, and Profit as a core of the organization often leads to extraordinary business results. Organizations must place ESG goals at the top of their value proposition to maximize their impact on the Planet and People and drive unprecedented business results –

  • Create a checklist of feasible sustainable practices and ESG Governance
  • Reinforce supply chain management to protect against business interruption
  • Ameliorate customer relationship and satisfaction
  • Evaluate the impact of ESG goals on the people and the environment to strengthen brand reputation and customer relationship
  • Prioritize the people in every decision to drive employee loyalty, retention, and diversity and increase employee engagement
  • Align goals with ESG standards to reflect organizations’ vision, values, and strategy which connects with both internal or external stakeholder
  • Maximize the business performance by following all three aspects of ESG. This will have a profound impact on the financial performance among ethical business performance will have a higher rank than other organization performance.

To make wise and informed sustainability-driven decisions, organizations must understand the following basics –

There is no Yes/No approach to the right decision, when it comes to sustainability, it is not an option. Right decisions must consider the organization strategy, employees’ collaboration, and management’s objectives. These decisions must be backed by research and data. Before reaching a final conclusion, an organization must perform data collection, data analysis, the study of alternatives, and the impact of each decision on Triple bottom line aspects by considering the insights drawn from Life cycle analysis and their monetary & non – monetary values.

While businesses have historically been the greatest contributors to climate change, they also hold the keys to driving positive change. Many business leaders are now recognizing their responsibility to do so. This effort isn’t solely on the shoulders of the world’s largest corporations—virtually all businesses have opportunities to make changes that reduce their carbon footprint by considering TBL in their strategic decisions. Adjustments like using ethically sourced materials, cutting down on energy consumption, and streamlining shipping practices are steps in the right direction.

This article was penned by  Anas Gahshan, Senior FM Manager, Kaizen Asset Management Services. It is part of CMtoday’s Expert Talk series.

What Creates a ‘Sense of Belongingness’ at Kaizen’s Workplace?

One of the most silent features of a successful organization is its ability to motivate its employees to perform better. As rightly said by Dave Ulrich, “good performance accountability is about having a positive conversation between manager and employee. A manager is a coach and communicator, not command and controller.” The triumph of an organization largely depends on how its employees perform. Employees who are fulfilled and productive always prove to be instrumental assets in steering an organization toward success. I believe that these values are embedded in the culture of Kaizen AMS. Being an industry leader, Kaizen AMS truly understands the significance of employee morale in meeting its purpose of ‘Creating Memorable Experiences and Communities’.

As they say, ‘first impression is always the last impression’. My first day at Kaizen has been one of the most memorable days of my life. Four years ago, in Aug 2018, when I joined Kaizen AMS as Property Handover Manager at its headquarters I was overwhelmed by the courtesy and respect shown to me by the Kaizeners. I got all the necessary support from my co-workers required to streamline my induction process. There felt a sense of belongingness at the workplace.  My team members and the leadership empowered me in rising over all the challenges involved in my role by offering me support and timely training to motivate me in exemplifying the term Kaizen which means ‘continuous improvement‘. 

I joined Kaizen AMS as an experienced professional with over 11 years of UAE experience. However, I can confidently say that my last 4 years with Kaizen AMS have been exceptional. The knowledge and the experience I got at Kaizen are truly exceptional. A vast amount of this goes to Kaizen’s incredible mission of ‘transforming properties into smart, sustainable & engaging communities that are impactful to one’s well-being, happiness, and returns.’ Kaizen taught me to always prioritize customer’s concerns over anything else and strive to create an unforgettable experience for them. Kaizen’s top leadership (which includes – Fadi Nwilati, Alex Voytov, Sara Nwilati, and Tariq Arisheh) spends a couple of hours every week imparting their valuable learnings to the employees which allows them to improve their leadership skills, managing their teams and work effectively and improve their overall performance. Undoubtedly, Kaizen’s most valuable investment is its people and it makes sure the Return on Investment (ROI) of this investment improves every day through continuous learning and improvement in their roles. Here I will quote an example of how Kaizen assisted me in my journey of continuous improvement. In 2020, Mr. Fadi Nwilati and I were discussing the business expansion plans. I informed Fadi about my challenges with some of the new responsibilities assigned to me to which he immediately approved a budget so that I can pursue relevant courses to overcome my shortcomings.  I was elated and overwhelmed by this gesture shown to me by the top leader in the company. Honestly, it meant a lot to me and made me a loyal ‘Kaizener’.  Care is a give-and-take relationship. When employers care about their employees, employees also make a ‘last-ditch effort’ to live up to the expectation and give their best performance.  

‘Creating passionate Kaizeners’ has always been the core philosophy of Kaizen AMS to drive performance. The leadership at Kaizen firmly emphasizes on making every job role very creative so that employees feel passionate about their work and perform at their optimum level. The triumph of an organization relies on its employee’s performance. Even after completing 4 years at Kaizen, I feel equally passionate about my work and ensure I thrive in every responsibility assigned to me. I strongly believe that an organization can achieve its goals, mission and vision easily when its employees feel passionate, empowered, motivated, and engaged. This is where Kaizen AMS has an upper edge over its rivals. Kaizen’s leadership has been instrumental in instilling these traits in its employees which is the major reason behind Kaizen’s success as the most successful Community Management firm today.

Kaizen AMS – My First Experience Working in a Truly Global Environment

Story of our Excellence Officer – Miss. Haya Mustafa

First job always holds a special place in the heart as well as in life. The job becomes even more special if the employer is Kaizen AMS. I am very grateful to Kaizen’s leadership for making me a part of this beautiful family where each employee is treated with utmost respect, kindness, and dignity -like a family member.

When I joined Kaizen AMS in November last year as Excellence Officer, I had ‘butterflies in my stomach’, i.e.  I was very nervous. I was complete stranger to the corporate environment. Like any other person, I also had hundreds of questions in my mind about my manager and co-workers and the work environment, however, all my confusion and dilemmas were solved once-in-for-all when I went to the Kaizen office. My line manager, Mrs. Vidya Cawa conducted my induction and introduced me to the leadership and my co-workers. Everyone behaved with me in such a manner that they know me for years. My coworkers and my manager aligned all my mandatory trainings and made me understand all the rules, regulations, and norms of the company. 

Kaizen AMS is a highly diverse organization. On my first day, I got the opportunity to meet people from 5 continents. It was indeed an unforgettable experience. I met people from India, Russia, Africa, Lebanon,  Philippines, Pakistan, and several other nations and learned a lot about their nations, cultures, traditions, behaviours, cultural differences, etc. For me, it was like a world tour in 7 hours. I can say proudly that I have connections in every part of the world. I could have never expected the start of my professional career in such a beautiful manner.

I joined Kaizen as an Excellence Officer. In my daily job, I am responsible for serving the residents of 150+ Kaizen Managed communities which come from across the globe. It is indeed an incredible experience interacting with people from so many cultures and backgrounds. Before joining Kaizen AMS, I knew only 2 languages i.e. – Arabic & English; however in less than a year of joining Kaizen and spending time with a global workforce, I have learned 4 new languages i.e. Russian, Hindi, Spanish, and French. Although I am not an expert speaker but somehow I can comprehend well in these languages. Thanks to Kaizen for making me a multilingual personality. I wish one day I meet all my fellow Kaizeners in their respective countries and spend time with their beautiful families. 

Now let me talk about my job role and team. I am part of the Communications Excellence team. I am responsible for solving some of the pressing challenges faced by our stakeholders. It gives me immense pleasure to serve Kaizen’s stakeholders and bring smiles on their faces every day. We say in Arabic, ‘Khidmat Alnaas hi Khidmat Allah’ – which means ‘to serve people is to serve god’. I feel in my daily job I get an opportunity to serve God every day.  My job and the positive feedback I receive from the stakeholders keeps my motivation levels high.

My team members make my journey with Kaizen even more memorable. Each team member motivates me and encourages me to do something different from the previous day. My line manager Vidya – who hails from India, is a blend of Indian wisdom with Arabic modesty. She is very quick to analyze the challenges I might face and provide her expert opinion. Her support helps me in resolving the clients’ queries much faster and live up to the Kaizen AMS’ vision ‘to Create Memorable Experiences and Communities’. My manager has always been my wonder woman. She has always been by my side whenever I needed her assistance. Vidya is doing an ultimate job of imparting her valuable learning and teachings to the team and empowering them in becoming the leaders of tomorrow. 

Another unique aspect of working with Kaizen AMS is it respects the suggestions and opinions of every employee irrespective of their position in the hierarchy. I have seen many of my suggestions turning into reality in the last half-year and reaping the benefits for my team as well as for the company and its stakeholders. This provides an employee a true experience of being a leader or a CEO and makes the person feel more confident in taking up the next role. This also encourages the employees to come up with new ideas for the greater good of everyone.  

At Kaizen, every day is an opportunity for ‘Continuous Improvement’ and learning new things. After joining Kaizen, I have seen myself solving complex problems and becoming a problem solver which I was not earlier. I have started ‘deep-diving into the root cause’ and have started ‘challenging the status quo (two of the core values of Kaizen). I have started analyzing the business needs more deeply and reaching the most viable solution. I have seen myself becoming more patient and turning from a person who always used to pick a safe side to a real risk-taker. This happened because Kaizen provided me with a platform to showcase my talent and skills. I would like to thank the top leadership – Fadi Nwilati, Alex Voytov, and Sara Nwilati for nurturing a culture where employees feel empowered to learn new things improve every day, and grow in their professional careers. Kaizeners truly personifies the values that the Kaizen brand represents.

My experience with Kaizen is a long story. This is just the first chapter. Rest is still unwritten.  I hope one day I will complete this story and I am sure it will be one of the most alluring stories and will make the readers enthusiastic about working with Kaizen AMS.

Why do I call Kaizen AMS My Home?

Story of our Training & Quality Assurance Manager – Ms. Vidyashree Cawa

Compassion, People, Passion, and a Feeling of belongingness are the key pillars which make a place a home. Even the most expensive house or decorated workplace in the world is incomplete if it misses these elements. As rightly said by famous American Writer – Ben Stein, ‘the human spirit needs to accomplish, to achieve, to triumph to be happy.’ Kaizen strongly focuses on the factors mentioned above to boost the human spirit which is one of the key reasons behind its monumental success in a decade’s time. Kaizen always tries to create an atmosphere where every employee feels a part of the family.

Every expat understands it is not easy to leave your home country and go abroad for work. You feel nostalgic and homesick every moment. You need someone who supports you mentally and emotionally and motivates you to do something exceptional in your personal & professional career. In my case, this role was played by Kaizen Asset Management Services – a firm I am proud to call my home. It is a family I built 1500 Miles away from home in Mumbai, India

I am Vidya Cawa – Training & Quality Assurance Manager at Kaizen AMS.  I am responsible for ensuring that residents at Kaizen-managed communities are happy with the services and their queries & concerns get resolved within the lead time. In my role, I ensure that every team at Kaizen meets its quality parameters and the firm achieves its purpose of Creating Memorable Experiences and Communities through continuous improvement. I feel Kaizen truly understands the fact that the ‘best care of the clients starts with employees’. Kaizen always strives to achieve utmost employee delight and ensures employees always enjoy their work. This philosophy encourages everyone in my team to serve the residents & clients in the exact same manner and follow an approach where human touch, respect, and professionalism occupies at the foremost place. Each of my team members put their heart while addressing the resident’s issues to create those unforgettable experiences for every resident.

Let me elaborate on the factors why I call Kaizen AMS my home.

Compassion is the greatest reward an employer can give to the employees which will make them feel the company is their home. Supporting the employees in their bad phase of life is the best way to drive loyalty and boost their morale. 

The year 2020 came as a pandora’s box for me like many across the world. In June 2020, my husband lost his job due to a market slowdown. Things became from bad to worse when in July 2020, I fell victim to the Covid-19 pandemic. Kaizen AMS leadership came as a blessing in disguise for me. Without me requesting they transferred my salary in advance. Like a true family member, Kaizen supported me in my difficult time. 

Another strong reason for me to call Kaizen my home is its wonderful people. I share a strong bond with everyone at Kaizen and they are always with me in my good and bad times. Kaizeners have made me believe time and time again that ‘a friend in need is a friend indeed’. When I was suffering from Covid-19 every Kaizener called my husband to keep a track of my health. Here I would like to name a few special people who have always been with me like a shadow. My dear friend Jaza Naveed (Portfolio Manager) checked on my health and ensured all required medicines and equipment are available all the time. She used to send all the latest educational material to my husband on the best practices to recover from Covid-19. My beautiful coworkers – Binny Varghese (Portfolio Manager), Muhammad Hassan (Experience Manager), and Raqueeb Mohammed Abdul (Experience Manager) used to deliver delicious homemade food to me to ensure I get my meals on time and recover quickly from Covid-19.  All my fellow Kaizeners went the extra mile to support me in every possible way. The support I receive from my coworkers makes me feel an integral part of the Kaizen family. Here I remember a quote by Late. Peter Schutz (Former CEO of Porsche) ‘Hire Character Train Skills’.  I feel Kaizen AMS has done a wonderful job in hiring people with very high moral values, character, and ethics. 

Kaizen AMS emphasizes strongly in fostering passion among its employees. Like a family member, my leaders Fadi Nwilati (CEO) and Sara Nwilati (Head of Talent), and all my coworkers encouraged me to try something new every day to enhance resident happiness. Everyone at Kaizen drives me to experiment new ways to achieve utmost resident delight. I feel this is the reason Kaizen has been a consistent winner in the ‘Customer Happiness’ category at all major awards like – Smart Built Environment (SBE) Awards, and International Real Estate Community Management Summit (IRECMS) Awards.

Another reason why working at Kaizen AMS always feels like home is the feeling of belongingness. The top leadership personally invests a significant amount of time in the professional & personal development of each employee. Kaizen invests significant time & money in providing world-class management training to the employees. Fadi Nwilati and Alex Voytov (COO) organise Leadership sessions frequently to impart their learnings and ensure Kaizeners thrive in their role and emerge as leaders of tomorrow. Fadi’s valuable guidance & sessions on leadership inspires and empowers me to manage my team of 21 Customer Experience Executives in a more professional way and drive maximum productivity from them while maintaining their utmost satisfaction.

Furthermore, Kaizen’s leadership is always open to provide their valuable suggestions to resolve the personal problems faced by the employees. I recall 2 years ago, Fadi provided career guidance not only to me but also discussed career plan for my son who was in school at that point of time. This has helped my son in career planning and he now understands the clear part once he has graduated. 

This has been a small summary of my incredible experiences with Kaizen. While working at Kaizen, I never felt away from my family back home. The best thing about working at Kaizen AMS is you never feel like an employee, you always feel like a part of a family where everyone stands by you despite any odds. Knowing and working with Kaizeneres coming from 20+ nationalities was like Music. Some had high notes, some had low notes but always created a ‘beautiful song for me.’  

How has Kaizen AMS made my Motherhood ‘a Memorable Journey’?

Story of our Portfolio Manager- Mrs. Jaza Naveed

Once rightly said by famous American Actress & TV presenter Ricki Lake Motherhood is the greatest thing and the hardest thing’. It is the most beautiful feeling on earth to be a mother but certainly, this journey is full of challenges and I am sure every woman who has been through this journey understands very well what I am talking about. A mother makes ultimate sacrifices while giving birth to a baby, raising him/her, and guiding the kid towards the right path and this project continues forever. It won’t be wrong to say that being a mother is a perpetual job with no scope of time off.  I think the reason women occupy the foremost place in society is because of their ability to give birth to the children and go through all hardships in raising them. This is what makes a mother a true synonym of endurance, valor, dedication, perseverance, and benevolence. 

Ideally, every section of society must contribute to simplify this journey for women; however, the reality of the world we live in is quite daunting. The first thought which comes to the mind of every working woman across the globe when she gets pregnant is ‘Will I be fired from the job for taking maternity leaves?’  So, are women correct in their thinking? The data suggests their fear cannot be completely ruled out. 

According to the 2021 Women, Business and the Law report released by The World Bank, 38 of 190 economies do not prohibit the dismissal of pregnant workers in their laws. Surprisingly, these 38 economies include the names of the world’s largest countries where almost half of the global women workforce lives. The report also reveals that discrimination and unlawful termination of pregnant workers remain pervasive practices around the world. A lack of protections like this makes it even harder for women to escape poverty and find stability. Thankfully, that is not the case with the United Arab Emirates. A vast amount of credit goes to the visionary leadership of the UAE for building the most women-friendly laws and the environment as well as to my employer Kaizen Asset Management Services for truly living up to the expectations and always going an extra mile to support every women employee in their journey to becoming a mother.

I am summarizing the ways in which Kaizen AMS has provided its valuable support to me throughout my journey of becoming a mother and did what it always does the best‘Creating Memorable Experiences’. 

1. Leadership Support

As rightly said by – Angela Ahrendts (Former Apple Inc.’s top executive) ‘everyone talks about building a relationship with your customer. I think you build one with your employees first’. Kaizen AMS’ leadership is indeed a pioneer in this art of building a personal touch with his employees. Personalization is just not Kaizen’s approach to dealing with the clients & residents but its employees as well. When I informed the top leadership about becoming a mother, they congratulated me and my family very warmly and sent me loads of gifts for the newborn to cherish and be a part of the occasion. Being a truly women-friendly organization with 47% of a female workforce, Kaizen AMS understands the challenges faced by women employees when they become mothers. I was offered an option for a flexible remote working post completion of my maternity leaves, till the time I feel comfortable working from the office. Like a visionary leader, Kaizen AMS’ CEO – Mr. Fadi Nwilati has proven time and time again that he is always happy to lend his helping hand whenever an employee needed his support.

2. Open Dialogue

As Kaizen AMS is managing a diverse workforce from over 20 countries for the last fifteen years, it truly understands that every female employee has unique expectations from the employer during the pregnancy phase. Thus, rather than assuming my expectations, as a formal practice, Kaizen set up an open dialogue with me to find out what types of support I need throughout the pregnancy phase. This provided me with an opportunity to communicate openly about my expectations and requirements to assist Talent & Human resource leadership in better designing my maternity leave plan and a flexible work option which most closely matched my needs and expectations. 

3. Providing me the Access to the Best Medical Services

Expert advice is crucial for the women in avoiding many pitfalls during the pre & post-pregnancy phase which can lead to a grand fallacy. Timely & right doctors’ advice is one of the biggest supports women needs before, during, and post-pregnancy. Kaizen AMS’ Talent team provided me with access to world-class medical experts at the company’s expense to provide me with the best prenatal and postnatal care. Furthermore, as pregnancy affects all the health systems of the women, Kaizen provided me access to some of the leading nutritionists, dentists, and physiotherapists in Dubai to offer me the best care possible.

4. Mental & Emotional Support

A study titledPregnancy and Postpartum Disorders by Mental Health America reveals that over 80% of women experience mood swings often refer as the baby blues post-pregnancy as a result of high hormonal fluctuations which occur during and immediately after childbirth. The symptoms last for a few weeks. In this situation, women experience mood swings or feelings of depression for more than two weeks after childbirth and it can be very serious if it persists for more than two weeks.  This is the time when a woman needs maximum emotional support to overcome the feeling of anxiety and depression. 

During this phase, Kaizen’s leadership and most importantly my team workers have played a decisive role and acted like my family members in providing emotional support. Some of the ways in which Kaizen offered me mental & emotional support includes – supportive interactions with coworkers before and after birth is critical, organizing online sessions & creating social opportunities to interact with the team members, and hosting online donut meetings with fellow Kaizeners to provide me with their valuable insights & tips on the best practices for the women after childbirth, hosting weekly zoom meetings to check on my health and maintain a form of connection with coworkers and supervisors so that I don’t feel left out. 

Final words

This has been the summary of my memorable experience with Kaizen AMS. I found myself very fortunate to be a part of Kaizen where employees are not just only employees but a part of the ‘Kaizen Family’. Every Kaizener makes an earnest effort to help out the fellow coworker during the challenging phases of life and try to simplify their journey. I feel there is a lot global firms can learn from this blog on the expectations of pregnant women from their employers and how to support them while they are going through a pregnancy phase. This practice will not only have a profound impact on employee morale but will also empower the employers in being a part of the prestigious list of Female-Friendly Companies.  

 7Ps of Fadi Nwilati’s Leadership

Author: Aditya Rawat

Once said by Mahatma Gandhi – ‘Be the change you want to see in the world’.  The first thought which comes to my mind whenever I think of this quote is of Mr. Fadi Nwilati – CEO of Kaizen Asset Management Services.  Fadi truly exemplifies the Japanese term – ‘KAIZEN’ which means “continuous improvement.” His approach to continuously improving things has encouraged him to come up with the idea of laying the foundation of Kaizen Asset Management Services in the year 2006 to overcome the pressing challenges faced by the real estate sector in managing their properties at minimal cost by leveraging innovative technologies to maintain utmost residents’ delight. It is a matter of pride for me to say that Fadi’s brainchild – Kaizen AMS, is among the top 5 property management firms in Dubai today.

Fadi Nwilati has been instrumental in driving a vast list of transformational changes not only within Kaizen AMS but across the industry. This is one of the several reasons he has been recognized as one of the “Most Trusted Real Estate Professionals of Dubai” by Property Times. Fadi’s unparalleled leadership followed by the utmost dedication of ‘Kaizeners’ has earned Kaizen AMS almost every prestigious industry award.

This exhaustive list includes – 

Let’s find out the 7Ps of Fadi’s leadership which makes him a truly world-class leader and a well-known figure in the Dubai Property Management industry today –

1. Passion

People who know Fadi will agree with me that the statement he emphasizes the most is ‘Hiring passionate people and growing them’. It is just not a statement but his core ideology. Fadi always strives to drive performance by empowering employees and acting as a mentor. I firmly believe that no monetary incentive can be a substitute for passion. It only comes from within and the people around you. ‘People with great passion can make the impossible happen’. He encourages everyone to put their heart into their job role and give the best effort to drive results. In my opinion, the biggest secret behind the triumph of Kaizen AMS as the most successful property management firm today is Fadi’s approach to encouraging employees to be passionate and nurturing a culture of strategic thinking, innovation, and creativity. 

In this context – I remember a quote by famous American author, Business Coach, and CEO of SnuggwuggLisa Cash Hanson: Leadership is the ability to guide others without force into a direction or decision that leaves them feeling empowered and accomplished.”  

2. Purpose

As rightly said by Vince Lombardi, Success demands singleness of purpose’. One of the many reasons behind the ascendancy of Fadi is he does everything with a purpose attached to it. His core purpose is to serve, develop, and inspire people and perform his responsibilities to the best of his ability every day. 

Fadi always strives to consistently achieve greater results, to be able to stand strong for those who need him, to inspire young adults that they can achieve what they want by continuously advancing themselves and improving, all the while without forgetting to have fun, disconnect, and enjoy life. By continuously improving his life and the life of everyone who surrounds him, Fadi collectively elevates everyone to greater levels. His mission is to make the property management industry enjoyable and contribute to human sustainability. By fulfilling his purpose of life every day, Fadi takes Kaizen one step closer to its mission ‘To Create Memorable Experiences and Communities’.

3. Patience

We live in a world where the corporate head honchos expect faster results under rigid timelines which requires working under immense pressure. However, in this journey, corporate bosses forget that working under pressure not only limits the creativity of the employees but also puts their physical & mental health in jeopardy. I have been a part of a similar work environment which had always limited my creativity. Fortunately, that’s not the case with Kaizen AMS.  

‘Good things come to those who wait’. I can say this with utmost confidence that I am a very big admirer of Fadi Nwilati’s patience. He truly understands ‘Rome can’t be built in a day and gives sufficient time to every initiative to reap the results. Employees working with Kaizen AMS for a long say, Fadi has not always been like that. After receiving continuous feedback from the team members, he learned to grow and accept the virtue of performance. I feel the Greek Poet Solon has rightly said – ‘He who has learned how to obey will know how to command’. Fadi obeyed the feedback of his fellow Kaizeners which has made him more patient than he was before. His patience has led to several projects which started at a slow pace initially, gained significant momentum in a few months, and became a major success for the company in the later stages. The lesson I learned from Fadi is patience is indeed a cornerstone for being a successful entrepreneur.  

4. Priority

The first step to success is prioritising the priorities of your stakeholders.  I feel this is one of the many qualities of Fadi that he always ensure he lives up to the expectations of Kaizen’s stakeholders in terms of both quality and the timeline. He always continues to improve his efficiency and encourages Kaizeners to dedicate more time to understanding and analyzing the expectations of the stakeholders to stay one step ahead in the competition. Fadi leverages his decades of experience working on unconventional technologies and his passion for innovation to meet the dynamic expectations of the clients. His approach of leveraging the technology to make the company’s operations swift has empowered Kaizen in becoming ‘Your Technology-Enabled Property Management Company’.

5. Principles

Fadi’s persona is highly driven by the great value system he inherits. He encourages everyone to maintain strict compliance with the rules & regulations not only within Kaizen AMS premises and the communities we manage but in personal life as well. Fadi’s high ethics, treating every person with the utmost respect, and the attitude of keeping the promises and living up to the expectation of Kaizen AMS’ stakeholders and earning the trust vote of most notable real-estate clients in the UAE such as – Emirates REIT, Dubai South, Meydan, Meraas, Select Group, and Al Futtaim, to name a few. Once said by Raymond Thomas Dalio – “You don’t achieve happiness by getting rid of your problems – you achieve it by learning from them.” 

6. Personal Touch

One of the biggest hindrances to the success of any organization is when its leader fails to establish personal touch with his employees and customers. This discourages several employees from sharing any incredible ideas they have or speaking out their minds for the betterment of the organization. According to an article by Harvard Business Review titled – Can Your Employees Really Speak Freely? several employees fear conveying their distinctive ideas to the management because they fear the consequences of speaking their minds. Such a type of culture not only makes the employee feel demotivated but also results in the organization missing out on unique business opportunities. 

Like every great leader, Fadi understands it. Thus, he has fostered a culture of open-door policy by maintaining a close relationship with every employee which makes them comfortable to communicate any ideas or concerns they have in mind with him. Mr. Fadi Nwilati organizes brainstorming sessions on a bi-weekly basis to listen to the ideas of team members as well as his expert opinion on how to go about it.  This makes employees feel more inclusive and privileged that their opinion really matters and also establishes the personal touch which makes it easier for them to convey any distinctive idea they have in mind which could impact Kaizen AMS’ customers & employees.

Fadi’s philosophy of building personal touch not only with employees but with everyone he meets has encouraged him and Kaizen AMS to come up with the most innovative communication tool – the Whatsapp Chat platform to provide a personal touch to the residents of our managed communities by bringing personalization to our conversation instead of apps. Kaizen AMS’ WhatsApp platform provides 24×7 personalized support to over 30,000 residents in our 100+ managed communities. Once said by Elizabeth Mccormick – “take the time for the personal touch else how will you stand out from the crowd”.  Fadi understands the meaning of this quote and truly exemplifies it.

7. Persistence

Persistence is the seventh ‘P’ of Fadi’s incredible leadership. His ‘Never Give Up’ attitude and making efforts to thrive under critical situations is what make him a true leader in my eyes. Something I have learned in my professional career spanning over 13+ years is the quality that distinguishes great leaders is that ‘FAIL’ is not a word in their dictionary but it is an abbreviation which stands for ‘First Attempt in Learning’. Great leaders possess dogged perseverance, even in the face of overwhelming odds. Fadi is among those leaders. His persistence always motivates me and every Kaizener to strive until they achieve the best results in their job roles. Fadi never loses the sense of purpose or direction and creates a reliable compass setting for those around him. His personality sets strong examples for the employees to do something different from the previous day and drives them To Create Memorable Experiences and Communities’ (a vision statement of Kaizen AMS). 

Fadi’s persistence and continuous support drove me to come up with a list of unconventional initiatives which had a significant positive impact on the company’s stakeholders, business, and its most valuable asset – employees. And the ‘Employee Talks’ initiative (this blog is part of) is one of them. 

7 Ways Kaizen AMS Creates Memorable Experiences for Residents through Digital Apps.

As the competition in the UAE real estate industry is getting fierce, it has become pivotal for the developers to focus on building an unparalleled resident experience. Digital applications are a crucial factor in this success story.  The journey to create a wow’ resident experience starts with a first interaction between the resident and the property manager or between the resident and the property sales team. A great resident experience lays a strong foundation for resident satisfaction, retention, community value, higher occupancy rate, and building a truly unbeatable reputation.

 Modern residents are now prioritizing the digital experience they have with the developer or a property management firm while making a property purchase decision compared to the location of the property.

What Is Resident Experience?

Resident experience is not a process but a journey. It encompasses a wide gamut of aspects of the resident’s stay at a property right from the initial process of selecting a property for purchase or rent till they move in, reside, occupy and move out from the property. The real estate developers are investing in developing newfangled online portals and resident applications to provide comprehensive and faster access to information and offer a seamless experience to the residents.

The Role of Digital Applications in Boosting Resident Experience:

The dawn of a great digital experience starts with the first step residents take while shortlisting the property. Research by Birdeye(a leading international research firm) in 2021 titled –Why Resident Experience is Essential When Promoting Your Property’ reveals that 92% of residents read reviews before making a purchase decision. A blog by High-Level Marketing– (an international digital marketing agency) titled ‘Why Not Answering Your Phone is Killing Your Business?’ finds out that 75% of potential residents who don’t reach you on the first call won’t call back. If they can’t get in touch with anyone on your team in a timely manner, they know that the competition is just a Google search away. 

The advent of digital technologies has made the resident experience process much simpler. In today’s era of cut-throat competition, achieving the utmost resident experience has become a prerequisite for the real estate developers to drive investments, foster property sales, and boost occupancy rates. Resident experience and digital transformation have become a new business imperative. Real estate firms in the UAE are widely using mobile applications to boost resident engagement by optimizing real-time updates about facilities and by creating a sense of community. Real estate companies are also leveraging mobile applications to simplify their communication with the residents and pumping more investments in building advanced digital channels. Undoubtedly, focusing on creating an incredible resident experience is the best bet for real estate firms to thrive in the industry.

Digital Platforms – Simplifying Communication between the Residents and Property Management Firm: 

As they say, ‘Communication works for those who work at it’. Implementing digital applications in the process simplifies the communication between the residents and the property managers. This not only leads to the faster resolution of their issues but also prevents any potential conflict of interest between the residents and the property management firm for the greater good of the residential or commercial community.

One of the wisest things to do is to ensure swift communication between the residents and the property managers through digital means is by creating an online community where residents can raise their grievances and can get real-time or faster answers to their queries. I can compare this ‘online community’ to a Slack Channel where we can contact the desired person individually or contact a Group anytime just by dropping a message stating our problem. Creating an online community channel will also allow residents to get in touch with the right party without being passed from pillar to post to get the viable solution to their query.

How Does Kaizen AMS Leverage Digital Apps. to Create Memorable Experiences for the Residents?

Being the first technology-enabled property management company in the UAE, Kaizen AMS invests significantly in offering a unique digital experience to all the residents in its managed communities. This empowers Kaizen’s team in swiftly resolving the queries.

Here are the top 7 digital platforms the Kaizen team leverages to create a great resident experience –

1. Customer Communication Platforms

Kaizen AMS understands the value Live chat can bring to communication and in elevating the resident’s experience. Leveraging our advanced communication technology, Kaizen AMS offers 24/7 support services to the residents through calls, emails, and Whatsapp.  

Whatsapp Chat feature allows Kaizen maintenance and service team to transfer 70% of over 28,000+ queries received every month related to statements of accounts, proof of payments, service charge receipts, service charge collection, maintenance requests and providing them with faster response to their query within 3 minutes of getting the request.  This also significantly minimizes the resolution time for the remaining 30% of the queries and elevates the overall resident’s experience.

To learn more about the impact created by our Whatsapp Chat option for the residents at Kaizen AMS managed properties,  please go through our recent case study5 Ways to Achieve Resident Satisfaction with Personalization through Technology.

2. SNAG Report

Kaizen AMS leverages state-of-art snagging software called ‘Snag Report’ to identify and list every snag in a unit that has recently been completed. These snags are then assigned digitally to the various contractors, pushed to their phone app., allowing access to live data on the progress of snags. Kaizen AMS tracks all snags and ensures that the property is snag-free while handing it over to the homeowner or the tenant.

Sharing the inspection reports digitally with the residents or homeowners is also a great way to nurture good resident relations. Furthermore, it brings more transparency to the process and makes the residents aware of the actual condition of their property before they move in.  Sharing snag report digitally is also an environment-friendly practice.

3. Transactions & Requests

Transactions & Requests feature plays a crucial role in simplifying the resident journey – right from the time residents move into a Kaizen-managed property till they move out. Transactions & Requests allow the residents in getting a faster solution to all their requests in a few clicks – just by filling a form on their laptop or mobile phone for all the requests pertaining to – move-in/move-out forms, work permit forms, access card requests, barrier remote request, viewing the property, and in booking the amenities in the property such as: Tennis CourtsTransactions & Requests is also a simple way to minimize the number of emails back & forth as residents can upload their documents and can track the progress of requests or queries. 

Transactions & Requests offer residents a truly digital & seamless experience and a timely resolution to their issues without compromising the comfort of their home. This results in a significant increase in the overall resident’s satisfaction.

4. Dashboard to Control Energy Usage

Kaizen AMS lays special emphasis on minimizing the energy usage in our managed communities to reduce the overall operational cost as this has a profound impact on reducing the services charges & other maintenance costs for the residents.  To meet this objective, our specialized team of energy experts has developed advanced dashboards. The Kaizen team also monitors the energy usage of a building and designs effective plans to control it when it increases a certain specified limit. Kaizen AMS works with specialists to deploy advanced energy modeling software to predict the energy usage of the building based on the climate, location, construction, size, and construction material. When the usage exceeds the specified standard, the software alarms the team to take the necessary steps. The software also predicts the energy usage of the building accurately and assists the building managers in adopting the design that improves energy efficiency to maximize the overall return on investment (ROI). An online dashboard for monitoring and managing multiple building projects provides residents with access to see and manage their data. 

To learn more about how Kaizen AMS reduces energy costs at its managed communities, please read our article – How Does Kaizen Curtail the Energy Cost at its Managed Properties?

5. ‘Talk To Business Development’ Option’

Digitization is an integral aspect of Kaizen AMS’ business operations and being driven by technology is among our core values. Leveraging all types of digital channels, we strive to make it simple for our clients to reach us. Our potential clients can directly get in touch with our Business Development team by clicking on the ‘Talk To Business Development’ tab under theContact uspage on our website.

At Kaizen AMS, we make a positive difference to the lives of our clients & customers by offering unparalleled customer services to create those long-lasting experiences.

6. Video Call with your Experience Manager

Taking the standards of the resident’s service to an all-new level, Kaizen AMS offers a ‘Video Call with your Experience Manager’ service to the residents to provide them a real-time response to their concerns. ‘Video Call with your Experience Manager’ service also provides assurance to the residents that there is someone to take ownership of their issues and provide them the correct and timely response whenever they are in need.

Since the launch of this service, Kaizen AMS has witnessed a substantial rise in its resident’s satisfaction scores and the occupancy rate at its managed communities.

7. Surveys and Resident Feedback

Kaizen AMS conducts frequent surveys & organizes feedback sessions to capture the response of the residents about their experience of living at Kaizen-managed communities and quantify the responses on Net-promoter score (NPS). 

The insights gathered from the surveys assist our Experience Managers and the top management in analyzing the impact of our initiatives towards creating a great experience for the residents. Furthermore, surveys also allow our Experience Managers in identifying any areas of concern and taking immediate action to fix them. Surveys and feedback sessions have been an invaluable tool for our Experience Managers in elevating its standards of resident excellence and attracting new residents to its managed communities to boost its occupancy rate, revenues, and brand image.

Summary

Resident experience has always been the talk in the UAE real estate sector. With the advent of technology and the rise in competition, the term resident experience has gained momentum and has become an integral factor. It has become a win-win situation as it makes the property more attractive which is indeed good news for the developers and assists residents in getting a unique experience and faster solution to their concerns.

Leveraging digital applications in the process of serving residents often leads to an incredible experience for them. Digital means can provide a faster solution to the residents for all their issues, questions, and concerns which have a profound impact on resident satisfaction score, retention rate, community value, occupancy rate, and on developer’s reputation.

Being a technology-enabled property management company in the UAE, Kaizen AMS invests significantly in building innovative platforms and technology mediums to provide unparalleled and distinctive digital experiences to all the residents in its managed communities. 

Some of these digital tools include –

  • Customer Communication Platforms
  • SNAG Report
  • Transactions & Requests
  • Dashboard and Meters to control energy usage
  • ‘Talk To Business Development’ Option
  • Resident Directory
  • Video Call with your Experience Manager
  • Surveys and Resident Feedback
  • Visitor Management and Pre-Registration

The Role of PropTech in KAIZEN AMS’ Success Story

Property Technology or “PropTech” is a buzzword in the global residential or commercial real estate world. It has been instrumental in revolutionizing its operations and empowering the real estate sector to conduct its operations smoothly during the Covid-19. In simple terms, PropTech refers to the implementation of information and disruptive technologies in simplifying the management & performance of real estate projects. 

Property Technology is playing a vital role in every function of the real estate sector. It is making its presence felt everywhere – right from processing the financial transactions through blockchain to managing lead pipelines on CRM software. 

PropTech is facilitating the real estate developers in – 

  • Using more energy-saving and environment-friendly materials during the construction process to optimize the operational cost of the building
  • Simplifying their bulky organizational work
  • Bringing more transparency to the financial transactions
  • Better marketing & promotion of the properties

Until the benefits of PropTech were explored, the real estate sector was practicing the traditional methods of interacting with sellers, buyers, and lending institutions. However, with the advent of emerging real estate technologies, the sector is changing the way it is used to conduct business.  Investors are keen to invest in those technological platforms which allow them to manage multiple activities from the comfort of their homes. Certainly, this is the biggest reason for the dawn of Property Technology or PropTech. 

PropTech – An Integral Part of KAIZEN AMS’ Operations  

Being a tech-enabled property management firm in the UAE, Kaizen AMS  invests significantly in exploring and implementing unconventional technologies into its operations to stay ahead of the competition. Since its inception in 2006, Kaizen AMS has innovated a vast range of distinctive Proptech applications using Virtual Reality (VR) and Augmented Reality (AR). These applications have gained even more prominence since 2020 due to Covid-19 and have empowered Kaizen AMS in exercising social distancing norms in its managed communities as per the government directive.

The implementation of Property Technology has worked wonders for Kaizen AMS in streamlining its vast operations and has touched every aspect of our business.  Right from lead generation to funnel optimization, property inspection, brand awareness, tenant satisfaction to advertising & promotion of the property, communication, and sales assistance – PropTech has always been an integral part of Kaizen AMS’ success story.

PropTech has empowered ‘Kaizeners’ – (a term used for our most valuable asset – Our Employees)  in launching a list of unwonted mobile applications to serve the residents living at Kaizen-managed properties in their day-to-day activities and in Creating Memorable Experiences & Communities – which is our vision.

Role of Technology in Making Kaizen AMS a Top Choice for the Developers

Kaizen AMS’ innovative tech. applications play a key role in the management of our communities in the most efficient manner. Effective management has a pivotal impact in reducing the cost of operations and improving the resident’s experience which results in better occupancy rate, revenues, and reputation for the real estate developers. 

To know more about how Kaizen AMS reduces cost and boost occupancy at its managed communities, go through our case studyCurtailing Costs & Boosting Occupancy for Commercial Buildings’.

Here are the highlights of how Kaizen AMS delivers first-rate property management services using its unconventional PropTech applications –

1. Snag Report

Snag Report is a comprehensive site monitoring tool to identify the snags in a unit. Once the snag is identified, they are assigned digitally to the various contractors through a phone application. Snag report provides live updates to all the relevant parties on the progress of snags and ensures that Kaizen AMS teams hand over a flawless property to the homeowner or tenant. The delivery of snag-free property makes the property attractive among potential homeowners or tenants. This not only improves the homeowners’ experience but is also a big boost to the reputation and brand image of the developer. 

2. Building Management Softwares’ (BMS)

Kaizen AMS deploys advanced Building Management Softwares’ (BMS) to reduce the operational cost of the building. Reduced operational cost maximizes the net profits margins of the developers and minimizes the need for a substantial increase in rents and service charges. Minimal increases in rent & service charges also have a profound impact on resident satisfaction and boost the occupancy rate of the community – a win-win situation for residents, developers, and Kaizen AMS.

Kaizen AMS’ Building Management Softwares facilitates our property managers in keeping a birds-eye control on the total energy consumption of the building in a specific time period and in comparing it with the same month’s usage of the previous year to identify the difference and take corrective actions on time. Our idiosyncratic building management software is crucial in reducing the overall operational and maintenance cost of the building and in designing an effective and predictable maintenance plan. Furthermore, Building automation systems allow our property managers to remotely control the air quality, cooling, heating, and ventilation of the building through timely notifications and alerts which further reduces the operational cost of the building.

Kaizen’s technology team plays a pivotal role in this journey by: –

  • Improving property performance through operational and financial insights
  • Minimizing the cost per unit by automating most of the repeated operational tasks
  • Reducing the efforts of the developers and residents through automation of requests and by offering curated services. 
  • Analyzing the property data based on algorithms designed on the principle of minimizing operating costs and maximizing the revenue of properties.

3. Comprehensive Dashboards to Provide 360-degree Visibility

Kaizen AMS deploys revolutionary dashboards to provide 360-degree visibility to the developers as well as to our Property Managers on the status of our managed communities. This assists them in making informed decisions pertaining to the operational cost, building’s performance, resident retention, site monitoring, and effective budgeting & financial management.

The Implementation of Technology at Kaizen AMS Office

Being a Technology-Enabled Property Management Company, Kaizen AMS makes the best use of technology in every operation to stay ahead of the competition. Each team at Kaizen uses highly-advanced and ingenious technological applications to serve our stakeholders in the most efficient, effective, and professional manner.

Let’s take a look at how each team at Kaizen AMS leverages advanced technological tools developed inhouse to stay a forerunner in the industry –

Marketing Team

Technology is widely used by Kaizen’s marketing team in publishing the listings for leasing of managed units online, simplifying the communication process, offering 3D virtual tours, and conducting online inspections. With the implementation of technology, every team & department at Kaizen AMS stay connected with each other as well as with their current or prospective client. Technology has also facilitated Kaizen AMS’ Marketing team in arranging quick property tours for the potential tenants through virtual and augmented reality.

Client Experience Team

Technology has allowed Kaizen’s client-experience team to resolve queries received from tenants, developers, investors, etc. at a much faster pace through Chatbots. It has also improved the communication among the developers, tenants, and property managers at Kaizen-managed properties.

Business Development Team

Advanced cloud-based software and applications empower our Business Development team in keeping the track of the status of projects and in onboarding new clients and sending them relevant content to keep them updated on the key industry updates. Technology also facilitates Kaizen AMS’ top leadership in better strategic planning, revenue forecast, and financial management.

Client Relationship Team

Technology has enabled our Client Relationship Team in offering unparalleled and outstanding services to the stakeholders through instant gratification. The role of technology has been instrumental in keeping Kaizen AMS in touch with both existing & potential clients and keeping the track of emails.

Property Management Team

Technology assists our Property Managers in swiftly communicating useful & desired information with the landlords, tenants, owners, and all our stakeholders. It also assists the Property Management team in providing faster responses to the resident’s queries & requests.

In the last few years, Kaizen AMS has come up with some of the most advanced applications. This includes the WhatsApp Chat feature, Online forms, Chatbots, to name a few to assist our Property managers in managing a wide range of functions while maintaining utmost resident satisfaction through personalization and human touch.

To know more about how Kaizen AMS leverages PropTech to provide a truly world-class experience to the residents at its managed properties, read our case study – “5 Ways to Achieve Resident Satisfaction with Personalization through Technology”.

Conclusion

Property Technology or PropTech is taking the real estate sector to an all-new level and making it more technologically advanced and equipped to serve its stakeholders. PropTech has become a necessity for the sector in the Covid-19 era in conducting its operations while maintaining social distancing for the safety of its employees. 

PropTech has touched every aspect of the real estate sector and has made its operations faster, transparent, systematic, and above all environment-friendly. PropTech has allowed the real estate and property management sector to conduct digital inspections of the properties. It has facilitated builders in project development, support sales agents in researching & analyzing the prospective leads, and property managers in better management and control of assets. PropTech is beneficial for the residents in paying their rent and in registering their visitor details.  It also assists real estate consultancy firms in preparing industry reports on future market trends and real-estate leaders or top management in making informed decisions. Proptech application allows real estate agents and executives in storing their documents on external servers & accesses the data from anywhere, leading to more transparent operations and cost savings.

Technology – in all forms has always been a key factor in the success of Kaizen AMS. It has simplified every aspect of our business and has empowered our employees to serve residents at our managed properties in the most efficient manner. 

Technology has acted as a blessing for our:

  • Kaizen AMS’ Marketing team in easily marketing & promoting our managed properties through 3D virtual tours and in conducting online inspections to boost its charm and occupancy rate. 
  • Client Experience Team in providing faster responses to the queries of our stakeholders using Chatbots and Whatsapp Chat features. 
  • Business Development team in tracking the progress of the projects and in analyzing bulky data to provide better insights to our stakeholders. 
  • Client Relationship Team in providing great services to the stakeholders through instant gratification, staying in touch with the potential clients, and keeping a track of emails. 
  • Property Managers in communicating with the landlords, tenants, owners, and all our stakeholders and in providing faster responses to their queries & requests.
  • Technology team to develop a newfangled Whatsapp Chat feature, Online forms,  that empowers our Property managers in managing diverse functions across Kaizen AMS’ managed properties. 

Hope you liked the article. For more informative articles related to UAE real estate industry, please visit https://www.kaizenams.com/blogs/. Follow Kaizen AMS  on LinkedIn, Facebook, Twitter, and Instagram.

Summarizing my Two-years as ‘Kaizener’

Author & Client Nurturing Officer: Aditya Rawat

As they say, all good things start with a decision to try. Applying for the job of Author & Client Nurturing Officer at Kaizen AMS was one of those things for me. It is a decision which I have always cherished and will cherish in years to come.

The term Kaizen is derived from two Japanese words ‘Kai’ & ‘Zen’ which means ‘continuous improvement. It is something which is clearly evident in each of its processes & functions. This approach of continuous improvement is the reason why Kaizen has some of the biggest brands in its clientele. The vast amount of credit of this success goes to its expertise, excellence, credibility, trust, and above all efforts to achieve.

So let me share my experiences with Kaizen AMS and what makes it so great.

1. Efficient Interview Process

At several top-notch consulting and management firms’, the interview process is very lengthy and lasts between 6 to 12 months. The primary reason for such a lengthy interview is every single stakeholder wants to evaluate the candidate on all the required skills. However, I can say from my experience, when organizations follow such a lengthy interview process they run a risk of losing many potential candidates as they get hired by some other company during the interview process. Thus, it’s always wise to have a shorter interview process. 

My entire interview process at Kaizen AMS lasted for just 7 days. 3 rounds of interviews and I got an invitation in the form of an ‘Appointment letter’ to be a part of the thriving Kaizen Family.

I firmly believe that the interview process is not only the test of the skills of the interviewee but the interviewer too. The interview process also puts the skills of an interviewer to test on how quickly he/she can judge whether a candidate is a right fit for the organization. Undoubtedly, Kaizen AMS gets a ‘perfect ten’ on this parameter.

2. Employee First Approach

To build a happy clientele, you must have happy employees first as they are the ones who serve your clients. Until the employees are satisfied with what they are doing, they can never make the clients happy. 

The ‘Employee First’ approach is embedded in the culture of Kaizen AMS. The company always puts its best foot forward when it comes to employee satisfaction. The best example I can share is even at the time of economic slowdown in 2020 due to Covid-19,  when companies of all sizes were performing layoffs at a vast scale, Kaizen AMS didn’t lay off any employees due to poor business climate. The company forecasted the economic slowdown well in advance and was well-prepared for it even before the first lockdown was exercised. Thanks to the wisdom and expertise of its visionary leadership.

Unfortunately, it is a common adage of the global corporate sector that layoffs are the easiest way to cut costs, however, that’s not true. The companies spend millions of dollars in the name of Corporate Social Responsibility (CSR), building brand image, marketing, etc. to look ethical in the eyes of the clients, investors, and all stakeholders, however, they lose it all in no time when they perform layoffs as it spreads a bad name about the company in the industry. Furthermore, when the market returns to normal, these companies find it challenging to attract fresh talent as no employee will be interested in making a career with a company with an unstable future. 

From my experience, I can say, trust is the foundation of every relationship, be it personal or professional. Layoffs also hurt the confidence and productivity of the entire workforce as they also work in the fear of losing their job which is detrimental for the productivity and the business of a company. Kaizen AMS’ leadership understands the value of the employees and tries to save the cost through automation, implementing innovative techniques, and adopting the best industry practices rather than resorting to layoffs.

3. Strategy is not Confined to the Head honchos

In most of the world’s leading corporations, the strategy revolves around only the C-level executives, VPs, and Directors. However, that’s not the case with Kaizen AMS. The company firmly believes that talent has no boundaries and a good idea can come from any part of the organization. Kaizen involves each employee while designing the company’s strategy. 

When I joined Kaizen AMS, I was excited to learn that the company encourages all good ideas and practices coming from every part of the organization. Mr. Fadi Nwilati organizes brainstorming sessions on a bi-weekly basis to listen to the ideas of every team member and provides quick approval as well as his expert opinion on how to go about it.  This makes employees feel more inclusive and privileged that their opinion really matters. This approach also makes ‘Kaizeners’ more dedicated towards their role. 

From my experiences, I can say with utmost confidence that one of the biggest secrets behind Kaizen’s monumental success in a very short span is its culture of welcoming new ideas. Unlike many top corporations where work is more or less repetitive and pre-decided, Kaizen says an absolute “No” to the repetitive tasks and automates them to let technology take care of them. Kaizen’s top leadership always encourages employees to come up with creative deliverables and ideas every day which can have a profound impact on business. This culture always keeps employees continuously engaged and makes the work fun which an employee always cherishes. I have a long list of deliverables which I proposed to the Kaizen’s leadership and explained to them the reason why they are important for the company and their business impact and got immediate approval to work on it. This culture of encouraging creative ideas has not only worked well for the employees and the company but also for the residents living at Kaizen-managed communities. 

4. Transparency

Every company makes a last-ditch effort to build a transparent environment with no scope of politics, negativity, red-tapism, or any sort of discrimination. However, it’s a no-brainer that usually the reality is completely opposite at the ground level. It is always a hard nut to crack for many companies to execute the best practices in every department or team. Furthermore, things become worse as most of the employees hesitate to complain about discrimination or intolerant behavior with the leadership due to the fear of repercussions or losing the job. 

It was exciting & overwhelming for me to learn that Kaizen has a very open & transparent system of Townhall meetings where all employees can raise their problems or challenges they are facing directly with Fadi Nwilati, and Sara Nwilati – Head of Talent. One best practice which I have learned from these town hall meetings, something every organization can practice, is to keep the identity of the grievance raisers secret to foster the culture of transparency.

Being an industry leader with over three decades of management experience, Fadi understands it’s not always a cakewalk for the employees to raise their issues or complaint. Many fear that it can backfire. To overcome this situation, Fadi asks every employee to submit their queries & concerns through an anonymous platform before the town hall meetings begin and answer them accordingly. This way the identity of the employee remains discrete and their grievances get resolved without any hassles. I think this is the best way many organizations can practice to build a transparent and discrimination-free environment. This practice also discourages the wrong-doers as they know the leadership is just a Slack or mail away from the employee.

5. Teamwork

In today’s corporate environment of remote working, the concept of teamwork is losing its ground. Thankfully that’s not the case with Kaizen. Every employee at Kaizen is strongly committed to the betterment of the team. I can share one example. 

Last month, I had to write a Whitepaper on how each team at Kaizen uses PropTech to the best of their advantage. Writing this Whitepaper required coordination from eight different teams at Kaizen which looked like a ‘mountain to climb’ to me at the first sight due to their busy schedule. However, when I pinged the mentors of these eight teams on Slack to schedule a call with me, I got an immediate appointment for a meeting.  The entire process of meeting and capturing the required information took less than 2 hours and I was ready to write my next Whitepaper. Now, that’s what I call True Teamwork. The task which was a ‘mountain to climb’ for me earlier became a ‘walk in the park’ due to the support I received from every ‘Kaizener’. This reflects the robust commitment of every ‘Kaizener’ towards the company’s growth & progression.

6. Loyalty

Many employers perceive monetary benefits, financial incentives, etc. as a viable tool to drive the performance of an employee; however, I believe that non-monetary incentives have far-reaching effects. A simple gesture of cooperating with an employee whenever he/she needs assistance, providing a platform to the employee to use creativity, and having faith in his/her capabilities, continuously motivates the employee to strive for better results. This approach has been more successful in driving optimum performance of the employee at Kaizen. I can vouch for my Line Manager – Mr. Jatin Babla as well as my teammates Mr. Eyad Alsaidy and Miss. Rim Salman for continuously supporting me whenever I approached them for any sort of assistance. The team’s continuous support and faith in my work drive my optimum performance at Kaizen.  

Final Words

This blog is just a small summary of my ‘memorable experiences’ with Kaizen AMS as an employee. In short, having faith in its mission & vision, having faith in the employees, continuously innovating and implementing the best practices to create a WOW experience for the employees, clients, and tenants, persistence &  problem-solving attitude and always working for the betterment of employees and stakeholders have been the real secret behind Kaizen success story. The adage holds true in the context of Kaizen that, – ‘Real-world doesn’t reward perfectionists, it rewards people who get things done’ and Kaizen has always been a pioneer in getting things done for each stakeholder.