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