Operations Manager

Responsibilities

• Lead and oversee the overall day-to-day operations of the mall to ensure smooth, safe, and efficient business activities.
• Develop and implement operational strategies, policies, and standards to achieve mall performance targets.
• Manage mall facilities, building operations, housekeeping, security, parking, and engineering functions.
• Ensure the mall is maintained in excellent condition and meets required safety, security, cleanliness, and service standards.
• Monitor and improve tenant and customer experience, including handling operational complaints and service issues.
• Coordinate with Leasing, Marketing, Finance, Engineering, Security, and other departments to support mall business objectives.
• Maintain strong relationships with tenants and address operational requirements, complaints, and service-related issues.
• Monitor operational expenses, annual budgets, and cost efficiency while maintaining service quality.
• Ensure compliance with applicable regulations, building permits, safety standards, fire safety, and emergency procedures.
• Develop and conduct regular inspections and preventive maintenance programs for mall facilities and equipment.
• Lead emergency response, crisis management, and business continuity procedures.
• Monitor operational KPIs and prepare regular reports and recommendations for management.
• Lead, develop, and evaluate the mall operations team to ensure high productivity and service standards.
• Coordinate with external vendors, contractors, government authorities, and other stakeholders related to mall operations.
• Support mall events, promotional activities, and special programs from an operational readiness and crowd-management perspective.

Qualifications

• Bachelor's degree in Management, Business Administration, Engineering, Hospitality, Property Management, or a related field.
• Minimum 8–10 years of experience in mall, shopping center, commercial property, hospitality, or building operations, with at least 3–5 years in a managerial position.
• Strong knowledge of shopping mall operations, building management, tenant relations, facilities management, security, safety, and customer service.
• Experienced in managing large teams and multiple operational functions.
• Strong understanding of operational budgeting, cost control, vendor management, and KPI monitoring.
• Good knowledge of building safety, fire safety, emergency response, and applicable regulations.
• Strong leadership, problem-solving, decision-making, and communication skills.
• Able to work under pressure and handle operational issues and emergencies effectively.
• Strong stakeholder management skills and ability to build good relationships with tenants, vendors, management, and government authorities.
• Willing to work on weekends, public holidays, and flexible shifts when required.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.
• Good command of English, both written and spoken, is preferred.