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