Mall Operation Manager

Job Responsibilities:

1. Handle the day-to-day operations in the Mall ensuring operations are kept up to the highest quality standards to meet all tenant and customer requirements.
2. Coordinate mall team and contractor employee works to oversee daily operations including maintenance, security & cleaning, pest control, waste collection, mall administration, and customer service.
3. Conduct tenant complaints meetings for the entire Mall, covering emergency procedures, communication systems, outstanding works, and other security procedures relating to the tenants of the Mall.
4. Maintain a strong working relationship with all important Municipal Emergency services including Police and Fire Department.
5. Identify & inform Management of any Health & Safety risk related to the Mall building that may affect employees, contractors & the general public.
6. Manage tenant shops operational compliance (i.e. shop appearance, merchandise, trading hours, waste removal, signage, etc.) through regular audits, surprise visits, etc. Rectify any non-compliance through official warnings, lease contractual penalties, as required.
7. Ensure mall operating policies & procedures are duly followed by the tenants, service providers, contractors, etc., including Occupational Health & Safety standards.
8. Implement cost-cutting programs with planned targets and improve efficiencies in all operational areas.
9. Maintain high-quality property standards through daily checks and periodic preventive maintenance (i.e. cleanliness, AC level, lighting, assets & equipment) and security control for mall premises including parking, service areas, toilets, and other common areas.
10. Supervise, guide, and mentor the Mall Operations team, taking full responsibility in identifying potential talent and supporting professional development.
11. Ensure timely payments collection from tenants (rents, charges, deposits) and payables towards service providers and suppliers for mall operational activity (maintenance, cleaning), ensuring all invoices within the operating budget authority levels are presented and approved, coordinating with finance and management for correct authority levels.
12. Maintain up-to-date records and documentation for both mall-related (i.e. insurance, completion certificates, approvals) and tenant-related (i.e. lease contracts, trade licenses, insurance, approved drawings, permits, etc.)
13. Handle all conflicts and dispute situations amongst tenants, customers, mall visitors with the help of security, in a smooth manner avoiding any disruption to mall operations.
14. Implement preventive maintenance program(s) and oversee day-to-day mall operations.
15. Handle complaints from tenants and shoppers with adequate solutions.
16. Perform building inspections to ensure mall operations and best practices are implemented and maintained (onsite support).
17. Deliver effective car park operations and manage traffic in the car park and around the mall.
18. Ensure mall's safety and security by keeping operational procedures in place, to avoid incidents during mall opening hours and closing hours.
19. Conduct and coordinate maintenance of building structure and equipment (lifts, genset, plumbing and water supply, HVAC, chillers, air conditioners, CCTV) with technicians and 3rd party suppliers.
20. Prepare budget for operational expenses and capital expenses from time to time, working with mall manager on this.

Requirements:

• At least a Diploma in Estate Management, Building, Mechanical & Electrical Engineering or equivalent.
• Minimum of 7 years of relevant working experience with 3 years at a managerial position in a similar capacity.
• Experience in property management, shopping complex or retail environment with involvement in asset enhancement projects will be an added advantage.

Personal Attributes & Other Requirements:

• Self-driven and able to work within tight deadlines.
• Possess strong leadership, people management, and interpersonal skills.
• Flexible and result-oriented in approach.
• Proven ability to be flexible, prioritize, and manage multiple projects, as well as solve problems in a timely manner.
• Computer literate with good report writing skills.
• Candidate who possesses A4 or BO Chargeman Certification from Suruhanjaya Tenaga Malaysia will be an added advantage.
• Familiar with Electricity Supply Act, Electricity Regulations, IEE Wiring Regulations, etc.
• Familiar with building/retail mall maintenance work and regulations.