Deputy General Director of Operations

ACG_3207_JOB Our client is a leading multi-sector corporation in Vietnam, seeking experienced professionals to join their firm. Job descriptions:

1. Develop Operational Strategy and Safety Standards Build and update the company’s safe and effective operational strategy aligned with the overall business plan. Design operating frameworks and performance evaluation systems based on quality, cost, and efficiency indicators for each business unit (regional operation centers and shopping malls). Establish and monitor key performance indicators (KPIs) on operational efficiency, cost control, and customer satisfaction.
2. Establish Operational Standards and Evaluation Systems Develop and issue standard operation procedures (SOPs) and guidelines for technical, service, and safety standards. Create a system of KPIs and evaluation criteria for quality, efficiency, and customer experience. Design audit frameworks and conduct internal and nationwide operational audits to ensure standardization.
3. Supervise Facility Setup and New Mall Openings Direct and oversee the setup process for new shopping centers, including investment, design, inspection, and handover. Coordinate with related departments (Investment, Design, Legal, etc.) to ensure project quality and operational readiness. Evaluate the commercial potential and readiness of each new mall before opening.
4. Manage Assets and Outsourced Services Design and oversee asset lifecycle management: maintenance, repair, replacement, and depreciation. Develop systems for monitoring material, energy, and water usage to optimize operational efficiency and cost. Supervise selection and performance of outsourced service providers (e.g., cleaning, security, landscaping, etc.).
5. Develop Customer Experience and Retail Service Build customer experience strategies: spatial design, retail mix, and brand/service layout. Collaborate with Marketing teams to roll out mall-wide marketing and customer engagement campaigns. Implement training programs to improve customer service across all operational staff.
6. Develop and Manage Operational Policies: Contracts, Finance, and Human Resources Operate and manage client-facing transactions: leasing, handover, construction, and ongoing service. Create tracking systems for tenant churn, occupancy rates, and contract renewals. Collaborate with Business and Legal departments to resolve disputes and ensure compliance.
7. Ensure Operational Performance and P&L Alignment Analyze and evaluate the overall operation’s financial performance (P&L) of malls and the entire system. Coordinate with internal teams (Marketing, Finance, Legal) to ensure budget optimization and cost control. Establish periodic efficiency assessments and propose improvement solutions.
8. Safety, Sustainability, and Risk Management Strategy Design and oversee safety frameworks (fire prevention, occupational safety, and data security). Conduct full-scale audits to ensure legal and safety compliance. Lead risk prevention and crisis response planning.

Requirements

Education and Experience

Bachelor’s degree or higher in Business Administration, Economics, Commerce, Real Estate, or related fields. At least 10 years of experience in senior operational management roles in retail, shopping centers, or service chains (preferably overseeing large-scale portfolios of 5+ malls or equivalent). 2. Skills and Attributes Strong strategic and analytical thinking. Expertise in setup and operational management of assets, facilities, and customer experience systems. Proven leadership and decision-making capabilities in dynamic environments. Professional, structured, and results-driven working style. Contact: Ha Hoang Due to the immense number of applications, only shortlisted candidates will be contacted.