Job Summary

Overseeing day-to-day mall operations, ensuring high-quality standards across all services, and meeting tenant and customer expectations. The role involves coordinating operational teams and contractors, managing tenant compliance, maintaining safety and security, monitoring property standards, and ensuring efficient financial and administrative processes. The position also focuses on mentoring staff, resolving conflicts, and providing accurate operational reporting to management.

Key Responsibilities

• Oversee daily mall operations including maintenance, security, cleaning, pest control, waste collection, administration, and customer service.

• Coordinate and supervise mall team and contractor employees to ensure smooth operations.

• Conduct tenant orientation meetings covering emergency procedures, communication systems, and security protocols.

• Maintain strong working relationships with municipal emergency services (Police, Civil Defense, Fire, Para Medics).

• Identify and report Health & Safety risks affecting employees, contractors, and the public.

• Ensure tenant shops comply with operational standards (appearance, merchandise, trading hours, waste, signage) via audits and visits; enforce compliance through warnings or contractual penalties.

• Ensure mall operating policies and procedures, including Occupational Health & Safety standards, are followed by tenants, contractors, and service providers.

• Prepare daily reports on vehicular traffic and operational issues; provide weekly summaries to management.

• Implement cost-saving programs and improve operational efficiencies.

• Maintain high-quality property standards through daily checks and preventive maintenance of cleanliness, AC, lighting, assets, and equipment.

• Supervise, mentor, and develop the Mall Operations team; identify potential talent and support professional growth.

• Collect and analyze tenant sales reports to support management decisions.

• Ensure timely collection of tenant payments (rent, charges, deposits) and processing of operational payables within budget authority levels.

• Conduct annual review of retailer performance and provide recommendations for tenant mix and usage planning.

• Maintain up-to-date records for mall operations (insurance, certificates, approvals) and tenant documentation (leases, licenses, insurance, permits).

• Handle conflicts and disputes among tenants, customers, and visitors smoothly, coordinating with security to avoid disruptions.

Requirements

• Bachelor’s degree in business administration, Facilities Management, or a related field.

• Overall 10+ years of professional work experience, 4 – 6 years' experience in Mall operations management position

• Proven track record handling mall operations / maintenance, Safety & Security, and Facilities management preferably in a reputed large shopping malls / Real Estate companies

• Fluent in English

Preferred Skills

• Knowledge of property standards, audits, and compliance processes.

• Understanding of fit-out and handover procedures.

• Proficiency in reporting and performance tracking (OPEX)

• Proficiency in reporting, documentation, and operational monitoring tools.

• Conflict resolution and tenant dispute management.

• Financial management: budget control, tenant payments, and operational expenditures.

• Strong coordination and issue-resolution skills.

Personal Attributes

• Leadership and Staff Development.

• Customer/tenant service orientation.

• Communication and Interpersonal Effectiveness.

• Problem-Solving

• Accountability and Ownership.

• Teamwork and Collaboration.

• Attention to Detail and Quality.

• Initiative and Proactive Approach.

• Time Management and Prioritization.