Mall Operations Executive

KEY RESPONSIBILITIES

Integrated Operations Management Lead end-to-end property and facility management operations across retail operations. Ensure uninterrupted delivery of M&E services including power, water supply, HVAC, lifts, fire protection systems, and sewage treatment systems Oversee soft services including housekeeping, waste management, pest control, and landscaping Manage physical security operations, traffic control, and parking systems Ensure SLA and AMC compliance across all service providers Coordinate support for community events and operational requirements Ensure effective implementation of statutory compliance requirements across all facility services Drive operational continuity through structured planning and service coordination Leadership & Team Management Manage and coordinate direct and outsourced FM teams to achieve operational objectives Define workload distribution, staffing requirements, and resource optimization Participate in recruitment, onboarding, promotion, disciplinary actions, and termination processes Lead training, coaching, mentoring, and capability development initiatives Conduct performance reviews and ensure accountability for team outputs Promote organizational values and ensure disciplined execution culture across teams Financial & Commercial Management Ensure delivery of property management services within approved budgets Oversee billing of utilities and ensure timely recovery of charges Manage CAM receivables and ensure accurate reconciliation and recovery processes Monitor vendor payments and support payable management in coordination with Finance Track operational expenditure and support cost control initiatives Review financial discrepancies and support resolution with internal stakeholders Reporting & Performance Management Review operational, financial, and service performance reports Track SLA/KPI compliance across all service streams Identify performance gaps and implement corrective actions Ensure data accuracy and timely reporting to senior management Support continuous improvement through performance monitoring systems Client & Stakeholder Management Maintain structured and regular communication with clients and key stakeholders Manage client expectations through proactive service engagement Handle complaints, escalations, and service failures with resolution focus Ensure high levels of client satisfaction through consistent service delivery Coordinate with internal departments to ensure seamless client servicing Safety, Risk & Statutory Compliance Enforce permit-to-work systems across all operational activities Ensure strict compliance with health, safety, and environmental standards Conduct routine safety inspections and risk identification activities Ensure emergency preparedness and response systems are functional and tested Maintain full compliance with applicable statutory and regulatory requirements Ensure contractor compliance with safety and operational standards