Senior Operations Manager - Retail Mall

We are looking for an experienced Senior Operations Manager to oversee the daily operations of our mall. The ideal candidate will be responsible for maintaining high standards of service, safety, and operational efficiency to ensure an optimal shopping experience for our customers and a productive environment for our tenants.

Key Responsibilities:

Mall Operations Management:

- Oversee the overall operation of the mall, ensuring smooth daily operations and efficient functioning.

- Implement strategies to maintain and improve tenant satisfaction and customer experience.

- Supervise housekeeping, security, pest control, horticulture and maintenance teams, ensuring the mall is clean, safe, and well-maintained always.

- Manage relationships with third-party service providers and vendors.

- Retailers' satisfaction index, Customer Satisfaction Index, SOP implementation.

Budgeting and Financial Management:

- Develop and manage the annual operations budget, controlling expenses and ensuring cost-effective solutions.

- Analyze monthly financial reports and implement strategies to improve revenue and reduce operational costs.

- Collaborate with the finance team to ensure timely collection of tenant rents and other charges.

Health, Safety, and Security:

- Ensure compliance with all health and safety regulations, conducting regular audits and inspections.

- Oversee emergency preparedness procedures, including fire safety and evacuation protocols.

- Coordinate with security teams to ensure tenant and customer safety, addressing any incidents promptly.

Tenant Management:

- Serve as the primary point of contact for all tenants, addressing concerns and resolving issues effectively.

- Facilitate tenant onboarding, move-in, and move-out processes in coordination with relevant departments.

- Manage tenant communication and ensure compliance with all policies and regulations.

Customer Experience Enhancement:

- Analyze customer feedback and implement changes to improve customer satisfaction and experience.

- Work with the marketing team to develop and execute mall promotions and events that drive footfall.

- Ensure all amenities and facilities are maintained at a high standard to meet customer expectations.

Staff Management and Training:

- Led, trained and mentored a team of operations staff to uphold high standards of performance.

- Set objectives, conduct performance appraisals, and provide ongoing feedback to develop team capabilities.

- Foster a culture of teamwork, collaboration, and proactive problem-solving.

Qualifications:

- Bachelor's degree in Business Administration, Retail Management, Facility Management, or a related field.

- 8+ years of experience in mall operations, retail management, or a similar role, with a minimum of 3 years in a senior managerial position.

- Strong understanding of facility management, health and safety regulations, and tenant relations.

- Excellent communication and interpersonal skills, with the ability to engage with tenants, customers, and team members effectively.

- Proven track record in budget management, cost control, and financial reporting.

- Leadership qualities with the ability to motivate and manage a large team.

Preferred Skills:

- Knowledge of mall management software and CRM tools.

- Prior experience in managing multi-tenant facilities.

- Strong analytical skills to monitor and optimize operational performance.

- Flexibility to handle emergencies and work during weekends or holidays when required.