Mall Operations Manager

Job Purpose

Mall Operations and Facilities

• Supervise daily operations and ensure the safety, cleanliness, and functionality of common areas.
• Manage service providers covering security, housekeeping, MEP, parking, landscaping, and waste management.
• Ensure compliance with statutory regulations, municipal guidelines, and mall policies.
• Oversee preventive and corrective maintenance programs.

Tenant Relations

• Act as the main operational contact for tenants.
• Coordinate tenant fit-out works, approvals, and operational requirements.
• Resolve tenant complaints and escalations promptly.
• Monitor tenant compliance with operational and safety guidelines.

Health, Safety, and Security

• Implement and monitor HSE standards across the mall.
• Conduct regular safety drills and maintain emergency-response preparedness.
• Liaise with civil defense, municipality, and other authorities on regulatory requirements.

Financial and Administrative Management

• Monitor and control operating budgets, service charges, and utilities.
• Review vendor invoices and service-charge allocations and support cost-optimization initiatives.
• Provide operational input to leasing and finance teams.

Customer Experience

• Maintain high customer-service standards across the mall.
• Monitor parking, signage, ambiance, and mall services to improve visitor experience.
• Coordinate events and promotional activities from an operational perspective.

Fit-out and Reporting

• Coordinate the pre-fit-out phase and contractor activities.
• Issue gate passes and related work permits and oversee fit-out works with relevant teams.
• Prepare reports on operations, maintenance, incidents, and tenant issues.
• Ensure compliance with company SOPs, policies, and audit requirements.

Essential Requirements

• 5 to 8 years of shopping-centre, community retail, or mixed-use operations experience.
• At least one delivered mall opening or major fit-out program.
• Working knowledge of DDA, DCD, DEWA, SIRA, and municipality approvals in Dubai.
• Experience managing facilities-management and service contracts, tendering, and contractor performance.
• Operating-budget ownership and service-charge administration experience.
• Tenant coordination and fit-out management experience, including design criteria, work permits, and gate passes.
• Fluent English with strong written reporting skills.
• Valid UAE driving license.