Mall Operations Manager

Job purpose

The Operations Manager will be responsible for overseeing the pre-fit-out phase, including coordination with contractors to ensure tenants complete their fit-outs within the agreed timelines. In addition, the role will manage the day-to-day operations of the community mall, ensuring smooth functioning of all facilities, strict compliance with health and safety standards, high levels of tenant satisfaction, and the delivery of an exceptional customer experience.

Key responsibilities1. Mall operations and facilities management

• Supervise daily operations of the mall, ensuring safety, cleanliness, and functionality of all common areas.

• Manage and monitor service providers (security, housekeeping, MEP, parking, landscaping, waste management, etc.).

• Ensure compliance with statutory regulations, municipal guidelines, and mall policies.

• Oversee preventive and corrective maintenance programs.

2. Tenant relations and coordination

• Act as the main point of contact for tenants regarding operational matters.

• Coordinate with tenants for fit-out works, approvals, and operational requirements.

• Address and resolve tenant complaints and escalations promptly.

• Monitor tenant compliance with operational and safety guidelines.

3. Health, safety and security

• Implement and monitor health, safety, and environment (HSE) standards across the mall.

• Conduct regular safety drills and ensure emergency response preparedness.

• Liaise with authorities on civil defense, municipality, and other regulatory requirements.

4. Financial and administrative management

• Monitor and control operational budgets, including service charges and utilities.

• Review and validate vendor invoices, service charge allocations, and cost optimization initiatives.

• Support leasing and finance teams with operational inputs as needed.

5. Customer service and experience

• Ensure high standards of customer service across the mall.

• Monitor parking, signage, ambiance, and mall services to enhance visitor experience.

• Coordinate events and promotional activities from an operational standpoint.

6. Fit-out and pre-opening of retail units

• Coordination for pre fit-out phase.

• Coordination with contractor and issuing gate pass and related work permits.

• Overseeing the fit-out works in coordination with KM and GS teams.

7. Reporting and compliance

• Prepare regular reports on mall operations, maintenance, incidents, and tenant issues.

• Ensure full compliance with company SOPs, policies, and audit requirements.

Requirements

Essential

• 5 to 8 years in shopping-centre, community retail or mixed-use operations, including at least one mall opening or major fit-out programme delivered.

• Working knowledge of Dubai regulatory requirements: DDA, DCD, DEWA, SIRA and municipality approvals.

• Proven management of FM and service contracts, including tendering and contractor performance.

• Operating budget ownership and service-charge administration.

• Tenant coordination and fit-out management, including design criteria, work permits and gate passes.

• Fluent English with strong written reporting. UAE driving licence.

Preferred

• Arabic.

• Community retail rather than super-regional mall experience.

• Familiarity with parking, footfall and sales-data systems.

• Relevant qualification in facilities, engineering or property management.

Attributes

• Works to a checklist and closes items rather than reporting them open.

• Comfortable holding contractors and tenants to written obligations.

• Escalates early and in writing.