Operations Manager (Mall Operations)

Role Overview:

The Operations Manager (Mall Operations) ensures the smooth operation of the mall by managing tenant relations, facility maintenance, and adherence to SOPs, particularly during tenant renovations.

Key Responsibilities:

1. Tenant Relations:
   • Act as the primary liaison for tenants regarding operational matters.
   • Coordinate with tenants to ensure understanding and compliance with SOPs before and during renovations.
2. Renovation Compliance:
   • Review tenant renovation plans for compliance with mall guidelines and building codes.
   • Conduct pre-renovation briefings to explain SOPs, submission requirements, and timelines.
   • Perform regular inspections during renovations to monitor compliance and address issues.
3. Facility Management:
   • Oversee the maintenance of mall facilities, including HVAC, escalators, elevators, and common areas.
   • Coordinate utility access for tenants during renovations while ensuring minimal disruption to mall operations.
4. Documentation & Approvals:
   • Approve renovation permits, work schedules, and insurance submissions from tenants.
   • Maintain detailed records of tenant renovation activities and compliance status.
5. Safety & Security:
   • Ensure safety protocols are adhered to during tenant renovations and daily operations.
   • Collaborate with the mall’s security team to enforce compliance.
6. Team Management:
   • Supervise the Assistant Operations Manager and delegate tasks as needed.
   • Train staff on SOP compliance and customer service best practices.
7. Customer Experience:
   • Ensure tenants and visitors experience a clean, safe, and operationally efficient mall.
   • Address tenant concerns and operational complaints promptly.

Requirements:

• Candidate must possess minimum Diploma / Degree in Property Management or Hospitality Management or Business Studies or M & E engineering degree with at least 4-5 years’ relevant experiences.
• Proven experience as an Operations Manager or similar role.
• Strong knowledge of building systems and maintenance practices.
• Dedicated, committed to produce excellent results, excellent organizational and leadership skills.
• Ability to prioritize tasks and manage time effectively.
• Good communication and interpersonal abilities.
• Proficient in both written and spoken English & Bahasa Malaysia. Knowledge in Mandarin is an added advantage.
• Computer literate.
• Willing to work extra hours.