Mall Operation Executive

About the role:

Oversee and manage the day-to-day operations of the shopping mall, including all aspects of property management, tenant relations, and contracted services such as facility management, cleaning, security, and maintenance.

Ensure smooth mall operations that support retailer success and provide a safe, welcoming, and enjoyable shopping experience for customers.

Responsibilities:

• Supervise daily mall operations to uphold high-quality service standards, ensuring tenant and customer satisfaction.
• Coordinate and monitor the performance of mall staff and third-party contractors (e.g., maintenance, security, cleaning, pest control, waste management, administration, and customer service).
• Organize and conduct tenant meetings to address complaints and review emergency procedures, communication protocols, pending work, and overall security matters.
• Maintain strong liaison with municipal emergency services such as the Police and Fire Department to ensure preparedness and compliance.
• Proactively identify and report potential health and safety risks that may impact employees, contractors, or the general public.
• Monitor tenant compliance with operational standards (e.g., store appearance, merchandise display, business hours, waste management, and signage) through audits and surprise inspections; enforce compliance through warnings or lease penalties as necessary.
• Ensure adherence to mall operating policies and procedures by tenants, contractors, and service providers, including Occupational Health and Safety (OHS) requirements.
• Implement cost-cutting programs with defined targets while enhancing operational efficiency across all functional areas.
• Maintain high-quality property standards through daily inspections and scheduled preventive maintenance covering cleanliness, air-conditioning, lighting, equipment, and overall mall facilities.
• Lead, guide, and mentor a team of approximately 45 staff across departments. Identify potential talent and support professional development initiatives.
• Ensure timely collection of payments from tenants (rent, deposits, charges) and coordinate vendor payments. Verify that all invoices align with budget authority levels and collaborate with finance for compliance.
• Maintain accurate and up-to-date documentation related to mall operations (e.g., insurance, approvals) and tenant affairs (e.g., leases, permits, licenses).
• Handle tenant, customer, and visitor disputes professionally with the support of security, ensuring smooth mall operations and minimal disruption.
• Oversee day-to-day mall operations and enforce preventive maintenance programs. Deliver effective building inspections and uphold best practices.
• Ensure safety, cleanliness, and security throughout the mall premises—including parking areas, service corridors, toilets, and common areas—by maintaining proper procedures and operational readiness.
• Manage car park operations and control traffic flow within and around the mall premises for smooth vehicle and pedestrian movement.
• Supervise maintenance of critical infrastructure such as lifts, generators, HVAC systems, plumbing, water supply, and surveillance systems by coordinating with internal technicians and external vendors.
• Assist in the preparation and monitoring of operational and capital expenditure budgets in coordination with mall and operations managers.
• Support the procurement process by verifying and receiving items or materials delivered by vendors or contractors, and work closely with the procurement team to confirm delivery orders, invoices, and stock records.

Requirements:

• Preferably a Diploma in Estate Management, Building, Mechanical & Electrical Engineering or equivalent.
• Minimum of 2 years of relevant working experience.
• Proficient in English and Malay. Ability to communicate in Mandarin will be an added advantage.
• Experience in property management, shopping complex or retail environment with involvement in asset enhancement projects will be an added advantage.
• 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 manage multiple projects simultaneously, set priorities effectively, and resolve issues promptly and efficiently.
• Computer literate with good report writing skills.
• Well-versed in Microsoft Office Suite, including Word, Excel and PowerPoint.
• Understanding of Profit and Loss (P&L) statements and financial performance analysis.
• Familiarity with building/retail mail maintenance work and regulations.