Ensure the implementation of the business plans in all malls
Ensure the proper day-to-day operations of all malls through oversight of contact center, mall management and tenant relations, FM, customer service, event coordination, HSE, and government relations functions.
Responsible for all non-national specialty leasing (non-GLA space) activities.
Develop the Operations business plan and KPls in accordance with Strategic Planning & Performance Management.
Develop the Operations budget in coordination with Finance and L3s
Ensure the development, refinement, and compliance with the mall and Operations policies and procedures
Ensure all mall operations reflect the brand values and guidelines
Ensure the implementation of the business plans of all of company malls, including the roll-out of new products/ services
Coordinate with Portfolio & Asset Management for the setting of overall mall operational plans
Manage the contact center, collecting and logging requests and complaints and dispatching calls to the correct division
Ensure HSE requirements, policies, procedures and controls are developed as per the company requirements
Coordinate with Asset Managers to set SLAs for the different functions and ensure proper delivery of services to the malls
Manage all mall supervision activities, ensuring effective tenant relations management and effective property maintenance
Coordinate input of FM, specialty leasing, and mall managers into mall business plans and resolve tensions and challenges
Ensure proper coordination between Mall Management and Facility Management to maximize tenant satisfaction and enhance the value of the company malls
Ensure effective execution of specialty leasing activities across all malls and smooth coordination with Leasing for Key Accounts
Maintain excellent relationships with local authorities and ensure mall operations adhere to local laws and regulations
Ensure the safety and security of visitors and tenants and the swift management of incidents
