Assistant Operations Manager - Soft & Hard FM (UAE National)

Job Requisition ID: 177183

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview Of the Role:

The Assistant Operations Manager supports the day-to-day operational excellence of Dubai Festival City Mall and Marsa Boulevard, with a primary focus on Soft and Hard Facilities Management, contract performance, project coordination, and frontline operational representation.

The role acts as a key support function to ensure service quality, safety, asset integrity, customer experience, and stakeholder coordination—particularly during events, weekends, and holidays.

What You Will Do:

1. AMC Performance & FM Contract Management (Soft & Hard FM)

Hard FM (Technical & Asset Management):

• Support the monitoring and performance evaluation of Hard FM AMCs, including MEP systems, HVAC, electrical, plumbing, fire & life safety, BMS, vertical transportation, and specialist systems.
• Assist in reviewing KPI/SLA compliance, service reports, asset coverage, preventive maintenance plans, and corrective actions.
• Support site inspections to verify workmanship quality, response times, and asset performance.
• Identify recurring issues, missed assets, and operational risks, escalating concerns with clear recommendations.

Soft FM (Customer-Facing Services):

• Support the performance management of Soft FM contracts, including cleaning, waste management, pest control, landscaping, security coordination, and concierge-related services.
• Conduct inspections and audits to ensure hospitality-level standards, hygiene, presentation, and customer experience.
• Support service improvement initiatives based on customer feedback, audits, and operational observations.

General Contract Oversight:

• Assist in performance rating exercises, deductions, corrective action tracking, and monthly/quarterly reviews.
• Maintain structured documentation, logs, and follow-ups to support governance and audits.

2. Project Management Support & RFP Coordination

• Support the planning, coordination, and execution of refurbishment projects, minor capital works, and asset lifecycle replacement projects.
• Assist in developing RFPs, scopes of work, technical clarifications, BOQs, and evaluation support in coordination with Procurement and internal stakeholders.
• Support site coordination during project execution, including contractor access, safety compliance, phasing, and operational continuity.
• Monitor project progress against timelines, budgets, and quality expectations.
• Support defect tracking, snagging, and handover documentation.
• Ensure refurbishment works align with operational requirements, customer experience, and asset protection objectives.

3. Marsa Boulevard & Mall Duty Management

• Act as Duty Manager coverage for Dubai Festival City Mall and Marsa Boulevard, particularly during:
• • Events
  • Weekends
  • Public holidays
  • Peak trading periods
• Conduct operational inspections and audits covering safety, cleanliness, tenant compliance, and customer experience.
• Represent management on-site, acting as the first point of escalation for operational incidents.
• Coordinate with multiple departments including:
• • Security
  • Marketing & Events
  • Leasing & Retail Delivery
  • Hard & Soft FM teams
  • External authorities and service providers (as required)
• Support event readiness, operational walkthroughs, and post-event reviews.
• Ensure compliance with mall policies, HSE standards, and operational procedures.

Work Pattern & Shift Requirements (Add as a standalone section)

• This role is shift-based, requiring flexibility to work across rotational shifts.
• Coverage includes weekends, public holidays, evenings, and event days, in line with mall and Marsa Boulevard operational requirements.
• The role requires on-site presence during peak trading periods, major events, and operational escalations to ensure continuity of service, safety, and customer experience.

Required Skills To Be Successful:

Behavioral Competencies:

• Friendly, approachable, honest and trustworthy
• Be flexible and efficient
• Proactive, punctual and reliable.
• Positive, cheerful mentality and open to work attitude

What Qualifies You For The Role:

Experience Requirements

• Minimum 2–3 years’ experience in one or more of the following:
• • Facilities Management (Soft and/or Hard FM)
  • Mall or mixed-use operations
  • Operations management
  • Project management or coordination
  • Hospitality or customer experience-driven environments
• Experience working in live operational environments (malls, hotels, mixed-use developments) is highly preferred.

Qualifications

• Bachelor’s degree in Engineering, Facilities Management, Hospitality Management, Business Administration, or a related field is preferred.
• FM, project management, or hospitality certifications are an advantage but not mandatory.

Job-Specific Skills:

Technical & Professional Skills

• Good understanding of FM operations, service delivery models, and contractor management.
• Basic to intermediate knowledge of MEP systems and soft services operations.
• Strong coordination and follow-up skills across multiple stakeholders.
• Ability to read and support technical scopes, drawings, and project documentation.
• Familiarity with KPIs, SLAs, audits, and operational reporting.

Behavioral & Leadership Skills

• Strong ownership, accountability, and attention to detail.
• Customer-focused mindset with a hospitality-oriented approach.
• Ability to remain calm and decisive during incidents or peak operations.
• Strong communication skills—written and verbal.
• Willingness to work flexible hours, including weekends, nights, and holidays when required.

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About Al-Futtaim Malls
Al-Futtaim Malls provides development and asset management expertise, specializing in building retail-led super regional malls in prime locations across MENA and beyond. With a proven track record of creating both sustainable revenue growth and value enhancement for tenants, Al-Futtaim Malls delivers exceptional experiences and exciting shopping environments for customers.

Part of the Al-Futtaim Group, Al-Futtaim Malls leadership team brings more than 30 years of experience and a deep understanding and knowledge of the retail sector, both from a shopper’s point of view but as curators of space or landlords to other brands. The company has a directly managed portfolio including over 9 million sqft of retail space across four malls in the MENA region and two under development. Malls under the Al-Futtaim Malls portfolio include Dubai Festival City Mall and Festival Plaza in the UAE, Cairo Festival City Mall in Egypt, Doha Festival City in Qatar and Zenata Mall, Morocco.

Leveraging on the expertise of its parent company, Al-Futtaim Malls established PLEX Management Services offering a full array of services including asset management and development, leasing, and brand experience expertise to shopping mall landlords and retail organizations globally. Implementing global best practice and deploying Al-Futtaim Mall’s deep understanding of mall management and retail dynamics, PLEX promises to deliver continuous growth and long-term value for its partners.

For more information on Al-Futtaim Malls, please visit https://www.al-futtaimmalls.com/