Operations Manager – Retail – Dubai Holding Asset Management

Dubai Holding; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading asset management firm in Dubai is seeking an experienced Operations Manager to oversee retail operations. The role involves managing teams and budgets, ensuring safety and compliance, and developing strategies for operational efficiency. The ideal candidate should have over 7 years of experience in mall or retail operations and possess strong communication and problem-solving skills.

Benefits

Competitive compensation

Career development opportunities

Collaborative work environment

Qualifications

• Over 7 years of expertise in mall, real estate, or retail operations.
• Skilled in budgeting and contract management.
• Proven leadership in managing teams and multiple priorities.

Responsibilities

• Oversee all aspects of asset operations ensuring safety and compliance.
• Manage operational teams, budgets, and cross-functional coordination.
• Develop and implement strategies to enhance operational efficiency.

Skills

Budgeting

Contract management

Stakeholder engagement

Strong communication

Analytical skills

Problem-solving abilities

Education

Bachelor's degree in Business Administration

Master's degree (preferred)

Job description

Operations Manager – Retail – Dubai Holding Asset Management

About Dubai Holding Asset Management:

Dubai Holding Asset Management (DHAM) owns and operates an extensive portfolio of 20 landmark retail destinations and 15 residential communities.

The Group plays a focal role in shaping Dubai's position as a global leader in business, tourism and leisure, contributing to its position as one of the world's most coveted and sought-after liveable destinations. From hot-spot retail destinations like Bluewater's, JBR, Souk Madinat Jumeirah, Al Khawaneej Walk and The Outlet Village to popular attractions, including the Theatre of Digital Art, Madame Tussauds, Tr88house, Museum of Illusions, Dubai Holding Asset Management’s retail destinations captivate millions of visitors and tourists every year.

Meanwhile, the niche and vibrant community centres as Bay Avenue, Mudon Community Centre, and Serena Marketplace play a vast role in enhancing the overall quality of life in residential communities, making neighbourhoods more vibrant and connected. In 2022,

Dubai Holding Asset Management’s retail destinations collectively attracted over 28 million visitors and hosted over 75 events across the portfolio. Dubai Asset Management maintains a substantial presence in Dubai with a leasing portfolio of 15 distinct residential communities, elevating the city’s global recognition as one of the most desirable and livable destinations worldwide.

About the Job:

An opportunity has arisen for an Operations Manager to join Dubai Holding Asset Management. The main duties and responsibilities of this role:

• The Operations Manager is responsible for overseeing all aspects of asset operations, ensuring safety, compliance, and optimal performance while delivering a high-quality experience for customers and tenants.
• This role manages operational teams, budgets, and cross-functional coordination, conducts tenant inspections for compliance, and serves as the primary liaison between mall management and technical departments.
• Additionally, the Operations Manager leads strategic initiatives to ensure efficient, cost-effective operations aligned with organizational objectives
• Deputize the Associate Director in support of operational business matters during their absence.
• Develop and implement strategies to enhance operational efficiency, customer satisfaction, and cost control.
• Align budgets and resource planning with overall business objectives.
• Supports the Associate Director in driving the Asset Plan for the coming year, including asset main initiatives in line with the vision of the asset. Project plans for the asset by Operations (CAPEX, asset enhancement, and initiatives)
• Collaborate cross-functionally to support leasing, marketing, FM, and service delivery goals.
• Ensure regulatory compliance and proactively manage operational risks.
• Recommend long-term asset upgrades and sustainability initiatives.
• Drive continuous process improvements and operational innovation.
• Lead vendor performance reviews and optimize service contracts.
• Resolve issues arising within the common areas in coordination with the community management team (where applicable).

Financials / Budget Preparation & Monitoring

• Lead preparation and submission of G&A and MM CAPEX budgets to Associate director.
• Oversee tracking of PRs, POs, GRNs, and supplier invoice follow-ups.
• Review contracts for LPG, chilled water, and parking management to identify cost-saving opportunities.
• Manage rebate contracts and recommend major CAPEX projects.

Asset Look and Feel / FM Coordination & Support

• Ensure closure of FM findings related to mall defects, fire & safety, security, maintenance, and cleanliness.
• Organize regular meetings (bi-weekly) with FM, HSE, and Security teams to streamline operations and coordinate assets’ activities and maintain meeting records.
• Monitor and oversee the Footfall system, Parking data, WIFI connection and Music system implementation and operation, ensuring accurate and timely reporting.
• Oversee quarterly inspection reports for empty units and ensure documentation compliance.
• Oversee the tenants’ permit request system, ensures timely resolution on tenant
• Establish a plan to maintain and upkeep the assets’ internal and external Way finding and signage enquiries.

Tenant Fit-out Activities Coordination

• Oversee vacant unit readiness and tenant handover with RDD team.
• Support tenant fit-out documentation, and variation request coordination.
• Facilitate tenant renovation and partial renovation activities.
• Works closely RDD and FM to ensure timely closure of any issues hindering tenant’s fit out process and ultimately support the tenants’ meeting their target opening dates.
• As part of the “Permit to Trade” issuance requirements, ensure collection and verification of the tenants’ relevant compliance documents and forward them to TR team.

Compliance

• Maintain comprehensive mall compliance records (DCD AMC, trade licenses, insurances).
• Manage relationships with HSE team and oversee audit closure.
• Support policy development and implementation (e.g., Ramadan etiquette, event guidelines).
• Ensure all maintenance and safety issues highlighted for the tenants and communicated by the tenant relations team are promptly escalated and resolved
• Lead Mall Management team support and coordination efforts during fire drills.

Customer Experience

• Review customer survey data and support Tenant relations and customer service manager in developing actionable improvement plans.
• Obtain approvals and monitor execution of customer experience initiatives.
• Ensure all actioned customers experience enhancement plans are monitored, executed and completed.
• Measure / review the impact of executed enhancement plans on customer satisfaction.
• Manage operations team closure of Customer Service team observation items raised for operation and FM.
• Oversee and ensure that the operation team is conducting daily asset audits, and that audit reports are completed, processed, and reported to the relevant team for action and closure.

Tenant Relations

• Manage tenant inspections, technical requests, complaints, permit issuance, and exit processes.
• Carry out routine checks to ensure that all tenant stores are trading, merchandised, presented well, and kept clean, maintenance-free, and safe at all times
• Oversee the operation team’s coordination with tenant relations team, on management of tenant’s utility billing, ensuring invoices are timely issued.
• Ensure all maintenance and safety issues highlighted by the tenants and communicated by the tenant relations team are promptly escalated and resolved.

Security Coordination

• Collaborate with Security to ensure contractor compliance and scheduled deliveries.
• Enforce permit system compliance and coordinate emergency responses.
• Ensure key control for vacant units is in place and review lost & found reports.
• Ensure required documentation is obtained by security (police report) for insurance claims.

Marketing Coordination

• Assess operational, HSE, and warranty feasibility for marketing, STR, MP events, and installations.
• Coordinate with marketing and media team on site coordination for any activation to maintain smooth tenant and customer experience during promotions.
• Oversee smooth foot traffic management during high-traffic marketing events.
• Arrange and ensure promotional activities align with mall operational safety standards.
• Provide leadership within the function, setting individual objectives for the operations team, managing their performance, developing, and motivating staff, provision of formal and informal feedback and appraisal.
• Build and promote an organization culture that encourages innovation, develop the team performance through coaching and training, recommending as and where relevant to business improvement. and reward performance that leads to enhanced staff motivation and retention.
• Ensure that productivity and service delivery of the department is improved on continuous basis by keeping team members motivated and retained.

About you:

The ideal candidate for this position will have the following experience and qualifications:

• Experienced operations professional with a Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s preferred).
• Over 7 years of expertise in mall, real estate, or retail operations.
• Skilled in budgeting, contract management, and stakeholder engagement with proven leadership in managing teams and multiple priorities.
• Adept at planning and executing operational projects, ensuring compliance with HSE standards, and enhancing customer experience.
• Strong communication, analytical, and problem-solving abilities.

About the Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team and enjoy a comprehensive benefit package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.