Mall Operations Manager Full Time NEW

Job Scope

The Mall Operations Manager is responsible to manage the mall operations activities through effective leadership with a strong focus on customer experience, tenants’ relationship, inventory and safety management. This role aims to create a high performing environment driving the sales and operations performances, positioning ABC as a leader in the market while leading the teams for optimal performance.

Key Activities and Responsibilities

Mall Operations

• Maintain a strong presence on the floor and ensure proper functioning of the mall
• Develop the yearly Operations action plan and drive the operations KPI’s to meet strategic business goal, in coordination with the Mall Manager
• Introduce business solutions to enhance the daily operations and endorse service excellence
• Coordinate with the soft utilities and third-party companies (Parking, cleaning, security, etc.) to ensure an outstanding performance, maintain the service excellence, safeguard company assets, adhere to ABC standards and provide feedback accordingly
• Audit the mystery shopper results and share recommendations for enhancement
• Establish proper security and safety measures in coordination with the Security and Operations teams
• Be proactive in handling issues related to tenants’ complaints while on the floor
• Ascertain tenants fully comply with ABC policies and procedures
• Actively seek inputs from tenants and efficiently address complaints to reinforce customer satisfaction

Financial and Analysis

• Set the yearly Operations budget based on the management recommendations and guidelines whilst optimizing costs, in coordination with the Mall Manager
• Oversee and respect the corporate budgetary requirements and guidelines
• Provide strategic recommendations for the budget preparation based on financial analysis and projections
• Prepare reports, analyze results, identify potential risks and build on recommendations for improvement
• Monitor and ensure all financial performances are in correlation with the annual budget

Team Management

• Act as a role model while demonstrating the core values of the company
• Coach the team, develop capabilities and secure a solid succession plan
• Monitor the team weekly schedule and ensure proper coverage
• Ensure the proper allocation of employees (Tenants) as per the business/floor needs
• Conduct regular performance reviews, identify training needs and oversee development plans
• Headhunt and participate in the interview and recruitment of potential candidates

Stakeholder Relationship

• Build up relationships with tenants and tackle complaints to elevate customer experience
• Maintain alignment with the technical team and follow up on the completion of operational requests
• Coordinate with the Marketing team on the implementation of the yearly events and promotions initiatives
• Maintain ongoing coordination with the Visual Merchandising team to secure the mall image and provide a unique shopping atmosphere
• Liaise with the IT team on all technical matters related to the systems and applications
• Build strong relationships with different departments and ensure continuous cooperation for optimal achievements

Others

• Ensure compliance with authority matrix, code of conduct and ABC policies and procedures
• Remain up-to-date with the latest development and best practices in the field
• Perform other job-related duties as assigned based on business needs and in alignment with the Direct Manager

Qualifications and Requirements

• Education: Bachelor’s degree in Business Administration MBA is a plus
• Certificates: PMP is a plus
• Knowledge and Experience: 10 to 15 years experience
• Other Requirements: High ethical values High sense of confidentiality and strong work ethic Ability to cope with pressure Ability to focus and concentrate over long periods Attention to details Able to react quickly Advanced analytical skills Results oriented Professionalism in appearance