general manager - operations (mall).

about the job

1) Mall Operations & Soft Services

• Operational Standards: Develop and improve standard operating procedures (SOPs) to drive efficiency and ensure the mall remains a preferred destination for high visitor volumes.
• Service Level Excellence: Manage and upgrade customer facilities, ensuring high service levels for cleaning, security, parking, and landscaping.
• Safety & Environment: Ensure a safe, clean, and vibrant environment for staff and visitors through rigorous sustainability and safety protocols.

2) Facility Management & Hard Services

• Technical Oversight: Manage the operations and maintenance of critical infrastructure, buildings, utilities, and mechanical/electrical equipment.
• Resilience & Maintenance: Implement strict preventive maintenance and repair schedules to ensure the building is maintained in "as-new" condition with zero downtime.
• Corrective Action: Investigate technical failures and lead defect rectifications with consultants and contractors to resolve day-to-day operating problems.
• Strategic Upgrades: Plan and execute minor installations and facility replacements to support the core business and enhance the overall environment.

3) Stakeholder Management & Governance

• Strategic Liaison: Act as the primary spokesperson and representative of the company before local authorities, NGOs, media, and community partners.
• Regulatory Compliance: Navigate complex licensing and operations requirements, maintaining close communication with police, Bomba, and utility providers (TNB, Syabas, IWK).
• Tenant & Owner Relations: Serve as the bridge between owners and tenants, managing queries, retention strategies, and encouraging participation in mall-wide promotions.
• Team Leadership: Direct, coach, and inspire a multi-disciplinary team to meet agreed KPIs while fostering a culture of teamwork and professional growth.

4) Financial Leadership & Business Planning

• P&L Management: Full accountability for the company’s profit and loss, driving strategies to increase revenue while optimizing operational cost control.
• Budgeting & Forecasting: Develop and manage comprehensive annual business plans, OPEX, and CAPEX budgets to ensure long-term asset value.
• Financial Reporting: Monitor and report on yearly budget performance across all operational departments, ensuring fiscal discipline and transparency.
• Cost Optimization: Conduct special studies and audits to identify methods for reducing costs, simplifying work activities, and maximizing resource utilization.

skills and experience required

• Diploma or Bachelor's Degree in Real Estate, Facilities Management, Engineering, Business, or a related field.
• At least 15 years of comprehensive experience in Facilities Management (encompassing both soft services and hard services).
• At least 10 years of experience in a senior management role, preferably within a large-scale retail and shopping mall environment.
• Demonstrated ability to drive financial performance, identifying clear opportunities for operational efficiency, cost reduction, and continuous process improvement.
• Strong communication and leadership skills with a proven track record in client and stakeholder management at a high level.
• Experience managing high-load, high-occupancy environments with complex infrastructure and 24/7 service requirements.

culture and benefits

Your future employer is financially robust and has experienced rapid growth in recent years. They foster a positive work environment, supported by a trusting and supportive management team. Employees are generously rewarded for strong performance, with a dedicated focus on personal growth and development.

how to apply

This description serves as a guideline for the position. Please apply directly through this advertisement or visit www.randstad.com.my for further details. Due to the high volume of applications, only shortlisted candidates will be contacted.