Soft Services Associate Manager – Mall Facilities

About the role

Lead and oversee the complete delivery of soft services across assigned mall properties. You will manage contracted and in-house teams for housekeeping, hygiene, waste management, pest control, and landscaping — ensuring impeccable standards, operational efficiency, cost optimization, and continuous service improvement. You will act as a key liaison between corporate leadership, mall management, tenants, contractors, and visitors, fostering a culture of safety, excellence, and proactive customer service.

Key responsibilities

• Oversee all soft service providers, contractors, and subcontractors covering housekeeping & cleaning, hygiene, waste management, pest control, and landscaping
• Sustain and consistently exceed quality benchmarks, maintaining mystery shopper ratings of 98% or higher
• Apply and embed BICS standards and recognized best practices to uphold superior cleanliness, hygiene, and presentation across all areas — public zones, restrooms, back-of-house, loading bays, parking facilities, and landscaped spaces
• Maintain a visible on-site presence, especially during peak hours and high-traffic events, to ensure consistent service and immediate responsiveness
• Carry out daily inspections and regular audits of retail assets to verify compliance with operational, health, safety, and quality standards
• Monitor and measure contractor performance against SLAs and KPIs; conduct monthly reviews and enforce accountability for results
• Lead occupational safety reviews, health & safety audits, site inductions, and approval of safe work method statements and work permits
• Manage facilities helpdesk tickets, track service requests and escalations, ensure timely resolution, and keep internal stakeholders updated
• Serve as primary point of contact for Corporate Facilities Management, QHSE teams, tenants, visitors, contractors, and affiliated business units
• Develop and implement cost-saving initiatives to boost efficiency and financial performance without compromising service standards

About you

• Bachelor's degree in Management or a related field
• At least 2 years of hands-on experience in mall operations, property management, or soft services delivery
• Proven experience managing both in-house teams and external contractors in a facilities or property setting
• Familiarity with local operational standards, regulations, and building codes
• Strong written and verbal communication, report writing, and stakeholder engagement skills
• Working knowledge of basic budgeting, cost control, and fixed-budget operations
• Competency in project management, planning, critical thinking, organization, and people leadership
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel)
• BICS certification is preferred but not required