Sr Manager /Manager- Mall Operations

Company description:

A leading real estate developer and investment holding company based in Sri Lanka. Founded in 1980, it specializes in property investment, development, and management. The company is dedicated to sustainability and innovation, striving to provide top-tier real estate solutions in the region. Their services include property leasing, trading, and integrated facility management.

Position Summary

The Mall Operations Manager is responsible for the efficient and smooth operation of the mall, ensuring that facilities and services meet the needs of tenants and visitors. This role involves overseeing all aspects of mall operations, tenant management, vendor coordination, maintenance, safety, and customer service to ensure an exceptional visitor experience and optimal profitability.

Qualifications & Experience

• Bachelors degree in business administration, Operations Management, Hotel Management, Facilities Management, or related field.
• 10+ years of experience in mall operations, 5-star hotel operations or property management.
• Knowledge of budgeting, internal audits, vendor management, and facility operations.
• Familiarity with health and safety regulations and building codes.

Key Responsibilities

1. Operations Management

• Oversee daily operations of the mall to ensure cleanliness, safety, and functionality.
• Monitor and ensure smooth functioning of all facilities, including HVAC, electricity, plumbing, and escalators/lifts.
• Develop and implement standard operating procedures (SOPs) for mall operations.
• Coordinate with service providers (cleaning, security, maintenance, etc.) to ensure top performance.

2. Tenant Management

• Build strong relationships with tenants to address operational issues and support business growth.
• Ensure tenants adhere to lease agreements and mall policies.
• Coordinate tenant move-ins, renovations, and store setups with minimal disruption to operations.
• Manage complaints, disputes, and ensure timely resolution.

3. Vendor & Contractor Management (Preliminary)

• Shortlist the identified service providers, vendors, and contractors by contracts team as and when required.
• Monitor vendor performance and ensure adherence to service-level agreements (SLAs).
• Manage procurement of consumables and maintenance supplies.

4. Maintenance & Facility Management Coordination

• Conduct routine inspections of the property to identify and highlight maintenance issues with the help of MEP department.
• Scheduled meeting with MEP department to ensure checklist of preventive maintenance schedules to minimize downtime.
• Coordinate repair works without impacting mall operations with the help of MEP department.

5. Budgeting & Cost Control

• Prepare and manage the operations budget, including OPEX and CAPEX.
• Monitor operational expenses and ensure cost efficiencies.
• Track energy consumption and implement energy-saving initiatives.

6. Safety & Compliance

• Ensure compliance with health, safety, and local regulatory requirements.
• Oversee fire safety, emergency preparedness, and evacuation drills in coordination with safety and security department.
• Implement measures to ensure security and crime prevention within the premises in coordination with LP department.

7. Customer Experience & Events Management

• Ensure high standards of customer service and satisfaction across the mall.
• Collaborate with the marketing team to support events, promotions, and campaigns.
• Monitor visitor footfall and gather feedback to identify areas for improvement.

8. Reporting & Analytics

• Generate regular reports on mall performance, maintenance, footfall, and other KPIs.
• Provide operational insights to senior management for strategic planning.

Skills & Competencies

• Strong leadership and team management skills.
• Excellent problem-solving and conflict resolution abilities.
• Strong communication and interpersonal skills to liaise with tenants, vendors, and staff.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Proficiency in MS Office (Word, Excel, PowerPoint); familiarity with property management systems is a plus.

Work Environment & Requirements

• Willingness to work on weekends, holidays, or extended hours as required.
• Ability to move around the property, inspect areas, and interact with multiple stakeholders throughout the day.

If you are interested, please send a CV to jobs@mindplus.global or apply below.