General Manager, Commercial Operations

The General Manager, Commercial Operations is responsible for the overall management and operational performance of the assigned commercial asset(s). The role provides leadership across building operations, facilities management, tenant relations, service delivery, financial management and regulatory compliance to ensure the asset operates efficiently, safely and to a high standard.

The General Manager will work closely with the Head of Leasing and Operations, Asset Management, Leasing and other stakeholders to support tenant satisfaction, operational efficiency, income performance and the long-term enhancement of the asset.

Responsibilities

• Be accountable for the operational and commercial performance of assigned asset(s), ensuring delivery against approved objectives, budgets, KPIs and service standards.
• Oversee day-to-day building operations, facilities management and ancillary retail components to ensure safe, efficient and seamless asset operations.
• Lead in-house teams and outsourced service providers across facilities management, security, housekeeping, landscaping, parking and other operational services.
• Ensure effective preventive and corrective maintenance of MEP systems, HVAC, vertical transportation, lift safety systems and common areas to maintain asset reliability and minimise disruption.
• Maintain high standards of cleanliness, presentation, sustainability, operational efficiency and customer experience across the asset(s).
• Prepare, manage and control annual OPEX and CAPEX budgets, including service charge recoveries, cost controls and variance analysis.
• Drive cost efficiency, NOI improvement, tenant retention, occupancy support and long-term asset value enhancement without compromising service quality.
• Lead or support approved operational initiatives, asset enhancement works, refurbishment projects, sustainability programmes and continuous improvement plans.
• Act as the senior operational contact for key tenants and retail operators, fostering strong landlord–tenant relationships and high tenant satisfaction.
• Manage incidents, escalations, disputes, lease obligations and service delivery issues, ensuring timely resolution and appropriate follow-up.
• Work closely with Leasing, Asset Management, Marketing and other stakeholders to support tenant retention, occupancy targets and overall commercial performance.
• Ensure compliance with building operating guidelines, brand standards, statutory requirements, regulatory obligations and industry standards.
• Oversee HSE policies, emergency preparedness, risk management and business continuity requirements for assigned asset(s).
• Maintain relevant building and sustainability certifications, including BCA Green Mark, SLE, ISO14001, ISO45001 and ISO50001, where applicable.
• Conduct regular audits, inspections and risk assessments, ensuring timely rectification of identified issues.
• Provide regular performance updates to the Head of Leasing and Operations on asset performance, operational matters, expenditure, risks and improvement initiatives.
• Manage contractors, consultants and third-party providers, including performance monitoring and contract or service-level compliance.
• Represent the landlord in dealings with key tenants, authorities, consultants, contractors and external stakeholders as required.
• Perform other duties and projects as assigned by the Head of Leasing and Operations.

Requirements

• Degree in Real Estate, Property Management, Engineering, Business Administration, or related field.
• Professional certifications (CEA (RES), RICS, CPM, IFMA, or equivalent) preferred.
• Minimum 15 years' experience in commercial property management, asset operations or facilities management.
• Experience managing commercial office buildings and/or mixed-use developments is preferred.
• Experience managing Grade A commercial assets would be advantageous.
• Strong knowledge of MEP systems, facilities management, and commercial leasing environments.