Head of Mall Operations

Head of Mall Operations

Key Responsibilities

• Oversee day-to-day mall operations to ensure smooth, safe, and efficient operation of the property.
• Lead and manage Engineering & Facilities Management, including electrical, mechanical, plumbing, HVAC, building systems, and general infrastructure.
• Develop and implement preventive and corrective maintenance programs to maximize equipment reliability and minimize downtime.
• Manage security, housekeeping, parking, customer service, and overall facility standards.
• Ensure compliance with building regulations, fire & safety requirements, occupational health & safety, and other applicable laws.
• Lead mall renovation, improvement, CAPEX and engineering projects, ensuring completion within budget, timeline, and quality standards.
• Manage annual operating budgets, CAPEX/OPEX, cost control and energy management.
• Monitor utility consumption and implement initiatives to improve energy efficiency and reduce operating costs.
• Manage external contractors, vendors and service providers, including SLA, performance, cost and contract negotiation.
• Oversee asset management, equipment lifecycle, maintenance planning and replacement strategy.
• Act as a key contact for tenants regarding operational, engineering, facility and maintenance issues.
• Coordinate with Leasing, Marketing, Events and other departments to ensure smooth execution of mall activities and events.
• Develop emergency response, business continuity and risk management plans.
• Lead, coach and develop the Mall Operations / Engineering / Facilities team, setting KPIs and driving operational excellence.
• Monitor operational performance and prepare management reports, budgets and improvement plans.
• Support management in developing strategies to improve customer experience, tenant satisfaction and overall mall performance.

Ideal Candidate Profile

• Bachelor's degree in Engineering, Facilities Management, Property Management, or related fields.
• 10+ years of experience in Mall Operations, Facilities Management, Property Management, Building Management, or large commercial properties.
• Strong experience managing large-scale facilities and engineering systems.
• Experience managing CAPEX/OPEX budgets, contractors and multiple vendors.
• Strong knowledge of building safety, fire protection, MEP systems and regulatory compliance.
• Proven people management and leadership experience.
• Strong stakeholder management skills with tenants, contractors, government authorities and internal departments.
• Strong problem-solving, negotiation and crisis-management skills.
• Experience in retail mall, mixed-use development, entertainment complex or large commercial property is highly preferred.