Operations Manager

An upcoming shopping mall is looking to hire an Operations Manager for their company. The Operations Manager is responsible for overseeing the end-to-end operations, maintenance, contracts management, tenant relations, and service delivery for a portfolio of malls across the country. This role ensures operational excellence, safety, profitability, and brand consistency across all properties. The Operations Manager leads Mall Managers and functional teams covering operations, facilities, engineering, security, housekeeping, parking, procurement, vendor management, and other mall support functions. The Operations Manager works closely with the GM to execute strategy and deliver high-quality customer and tenant experiences.

Responsibilities

1 .Strategic & Operational Leadership

• Develop and implement the mall operations strategy for all properties under management.
• Drive operational excellence across engineering, facilities, soft services, safety, security, and customer service.
• Lead Mall Managers and ensure operations align with corporate goals, budgets, and brand standards.
• Establish performance benchmarks for operations, maintenance, and service delivery.

2. Mall Operations Managemen t

• Oversee day-to-day functioning of all malls, including housekeeping, security, parking, and customer services.
• Ensure each mall operates smoothly with minimal disruptions and optimal resource utilization.
• Monitor tenant relations, escalations, and service delivery to ensure a consistent high-quality experience.
• Review and standardize operational processes and SOPs across all malls.

3. Maintenance & Engineering Oversight

• Lead preventive and corrective maintenance programs to ensure safety, reliability, and asset longevity.
• Supervise engineering, MEP operations, HVAC systems, elevators, energy management, and critical infrastructure.
• Approve maintenance budgets, CapEx planning, and lifecycle asset replacements.
• Ensure compliance with statutory and safety standards, including inspections and certifications.

4. Contracts & Vendor Management

• Lead procurement and contract negotiations for facility services, equipment, utilities, and outsourced vendors.
• Establish SLAs, KPIs, and performance monitoring frameworks for all outsourced services.
• Ensure contracts deliver value, efficiency, and adherence to quality standards.
• Resolve vendor disputes, renew major contracts, and identify cost-saving opportunities.

5. Health, Safety, Risk & Compliance

• Implement safety, emergency response, and crisis management procedures across all malls.
• Ensure compliance with laws, regulations, permits, and inspection requirements.
• Oversee risk management, insurance coordination, audits, and corrective actions.
• Promote a strong safety culture among employees and contractors.

6. Financial & Performance Management

• Develop and manage operating budgets for all mall operations.
• Monitor cost efficiency, operational KPIs, energy consumption, and resource utilization.
• Work with Finance to track operational expenditures, CapEx plans, and performance indicators.
• Ensure NOI improvement through operational efficiency and cost management strategies.

7 .Customer & Tenant Experience

• Drive initiatives to enhance customer satisfaction, convenience, and mall ambience.
• Work with Mall Managers to resolve tenant issues and strengthen tenant relationships.
• Oversee implementation of customer service programs, feedback systems, and service recovery processes.

8. Stakeholder, Government, and Community Relations

• Collaborate with government entities, civil defense, regulatory authorities, and municipal bodies.
• Represent mall operations in meetings with strategic partners, investors, and authorities.
• Build strong relationships with key stakeholders to support smooth operations and community engagement.

9 .Leadership & People Management

• Lead and develop Mall Managers and cross-functional operations teams.
• Build strong leadership capability, continuous improvement culture, and high performance.
• Ensure effective manpower planning, training, succession development, and compliance with HR policies.

Qualifications & Experience

• Bachelor’s degree in Engineering, Business Administration, Facilities Management, or related field; MBA preferred.
• 15+ years of experience in mall operations, hospitality, facilities management, or large multi-site operations.
• Strong leadership background in managing multi-property operations and large teams.
• Expertise in engineering operations, maintenance management, safety, and vendor management.

Key Competencies

• Strategic operational leadership
• Strong technical and engineering understanding
• Financial acumen and budget management
• Vendor and contract negotiation skills
• Risk management and compliance orientation
• Customer-centric and tenant-focused mindset
• Excellent communication, influencing, and decision-making abilities