Shopping Mall Operation Manager

Provide "in charge" responsibilities for the Property Management Department in the absence of Property Manager.
Handle all operation aspects of Cobi Home Shopping Mall including tenants' licenses, insurances and matters that involve local authorities such as fire police, ward police, inspector, people committee officer, etc. to ensure smooth operation of the mall.
Lead, guide and train all Operation team members including Operation Supervisor, Customer Service Supervisor, Customer Service Staff and all Service Providers' Supervisors & Staff to ensure excellent services to be delivered to Tenants and Customers.
Plan, implement and administer staffs' KPI, staff training plans, business continuity plans, emergency response plans, etc. under the guidance of Property Manager.
Set up/ update/ implement policies, operation procedures, fit-out guide, tenant handbook and forms for proper operation of the mall.
Select and make proposal for the appointment of outsourced service providers such as security, cleaning, parking, garbage removal, landscaping, pest control, consumables suppliers, etc.
Monitor and manage the performance of all operation department staffs and provides assistance when and where necessary.
Take appropriate disciplinary action as required (serious problems with all Mall staff and outsourced contractors' staff are to be immediately reported to the Property Manager/ Property Director).
Constantly review and improve procedures and processes for efficient operation of the mall.
Ensure proper supervision of all services provided and works taken place at the mall including fit-out works, repair works and maintenance works such as air-conditioning system, fire equipment, etc. to ensure the buildings are operated in a businesslike (getting things done in a quick and practical way) manner.
Ensure that all tenants observe and perform their obligations as well as follow the rules and regulations of the mall.
Record and attend to complaints of tenants, customers promptly and efficiently. Deal with Tenant's complaints in a professional and courteous manner. This will include recording of the nature of the complaint when dealing with it, ensuring the appropriate action has been taken and then reporting back to the tenant to ensure they are satisfied that the matter has been dealt with and solved.
Conduct daily/ weekly/ monthly inspections of the buildings to ensure that they comply with the relevant regulations/ laws (safety, fire, environment, etc.).
Conduct weekly/ monthly/quarterly operation meetings and submit meeting minutes to Property Manager.
Ensure that all monthly/ quarterly/ yearly financial and management reports are prepared and submitted on time.
Actively monitor operations costs to keep the costs within the approved budget.
Assist the Leasing team as and when requested to do so. This may involve responding to enquiries with regard to the management of the building or carrying out viewings of available office spaces (if no one from the Leasing department is available).
Execute other tasks as assigned by Property Manager.