Senior Associate Manager (Mall Operations) - Mandaue, Cebu

📋 ABOUT THE ROLE

We are seeking an Operations Senior Associate Manager to lead workforce performance, team capability, and service excellence across our Gatewalk Mall. You will own the full staff lifecycle — from scheduling and deployment to coaching, performance accountability, and culture-building — ensuring our frontline teams consistently deliver a warm, professional, and world-class mall experience.

This is a hands-on, visible leadership role: you will be on the floor daily, leading by example, aligning teams to standards, and partnering with department heads to build a high-performing, engaged workforce that makes Gatewalk a favorite destination for shoppers, tenants, and the community.

---

✅ KEY RESPONSIBILITIES

1. Workforce Planning & Deployment

• Design and manage shift schedules, rosters, and deployment across security, facilities maintenance, soft services, guest relations, and operational support teams — ensuring optimal coverage, cost efficiency, and full compliance with labor laws and company policies
• Monitor attendance, leave, overtime, and productivity; resolve scheduling conflicts, absenteeism, and coverage gaps in real time
• Maintain accurate personnel records, timekeeping logs, and deployment reports — audit-ready and consistently updated
• Coordinate with third-party service partners on staffing levels, performance benchmarks, and contractual compliance

2. Performance Leadership & Culture

• Lead daily pre-shift briefings, huddles, and periodic team meetings — set clear expectations, reinforce mall service standards, and drive alignment
• Coach, mentor, and upskill supervisors and frontline staff; conduct constructive performance reviews and development plans
• Conduct regular floor walks, service audits, and standards checks; identify gaps and drive corrective action with accountability
• Champion recognition, well-being, and inclusive practices — foster a culture where every team member feels valued, proud, and motivated to excel

3. Capability Building & Standards

• Design, deliver, and refresh onboarding, service excellence, safety, and brand-alignment training programs tailored to mall operations
• Ensure all staff are trained and compliant in safety protocols, emergency response, customer service, and mall house rules
• Refine and enforce SOPs, service-level agreements, and operational guidelines; identify bottlenecks and implement practical improvements
• Track KPIs — attendance, compliance, service ratings, incident resolution, training completion — and prepare actionable reports for leadership

4. Stakeholder & Cross-Functional Alignment

• Serve as primary liaison between operations teams, department heads, HR, and mall management — escalate concerns and champion team interests
• Support peak periods, mall events, promotional activations, and emergency/crisis mobilization
• Build strong working relationships with tenants, business partners, and government representatives as needed
• Uphold and model core values — integrity, excellence, service, and community — in every interaction

---

🎓 QUALIFICATIONS

Education

• Bachelor’s degree in Business Administration, Human Resources, Hospitality, Operations Management, or a related field

Experience

• 4–6 years progressive experience in workforce management, mall operations, or team leadership — within shopping mall, retail, hospitality, or commercial property environments
• Minimum 2 years in a supervisory or assistant manager capacity leading shift-based teams of 25+ staff
• Direct experience in extended-hour mall operations, multi-department coordination, and service standard enforcement
• Based in the area or willing to relocate immediately; flexible availability including weekends, evenings, and holidays

Core Competencies

• ✅ Shift scheduling, labor compliance, and resource optimization
• ✅ Performance coaching, training design & delivery
• ✅ SOP enforcement, audit, and continuous improvement
• ✅ Strong conflict resolution, communication, and people leadership
• ✅ Data-driven reporting and decision-making
• ✅ Proficiency in MS Office; experience with HRIS / workforce management systems
• ✅ Service-minded, approachable, and visibly present on the floor

Preferred

• Experience in mall or retail destination operations specifically
• Background in security, guest services, or facilities coordination
• Certification in Occupational Safety, HR Management, or Service Excellence