Operations Manager

Company Confidential; Jakarta Pusat; On-site; IDR 900,000,000 - 1,300,000,000; Full time

Job summary

Company Confidential in Jakarta is seeking an experienced Mall Operations Director to lead day-to-day operations, ensuring safe, efficient business activities. You will develop strategic operating plans, supervise facilities, security, housekeeping, and engineering, and maintain high service standards for tenants and shoppers.

You will coordinate with Leasing, Marketing, Finance, and Government authorities, manage large teams, monitor KPIs, and drive cost efficiency while adhering to safety

Qualifications

• Bachelor's degree in Management, Business Administration, Engineering, Hospitality, or Property Management.
• 8–10 years of experience in mall/shopping center or building operations.
• 3–5 years in a managerial position.
• Strong knowledge of mall operations, building management, tenant relations, facilities, security, safety, and customer service.
• Experience managing large teams and multiple operational functions.
• Strong budgeting, cost control, vendor management, and KPI monitoring.
• Good knowledge of building safety, fire safety, emergency response, and applicable regulations.

Responsibilities

• Lead day-to-day mall operations to ensure safe, smooth, and efficient business activities.
• Develop and implement operational strategies, policies, and standards to hit performance targets.
• Manage facilities, building operations, housekeeping, security, parking, and engineering.
• Ensure the mall remains in excellent condition with safety, security, cleanliness, and service standards.
• Monitor tenant and customer experience; handle operational complaints and service issues.
• Coordinate with Leasing, Marketing, Finance, Engineering, Security, and others to support business goals.
• Maintain strong tenant relationships and address operational needs and issues.
• Monitor expenses, budgets, and cost control while maintaining service quality.
• Ensure compliance with regulations, permits, safety standards, fire safety, and emergencies.
• Develop inspections and preventive maintenance programs for facilities and equipment.
• Lead emergency response, crisis management, and business continuity procedures.
• Monitor KPIs and prepare reports and management recommendations.
• Lead, develop, and evaluate the mall operations team for productivity and service.
• Coordinate with external vendors, contractors, and authorities on operations.
• Support events and promotions from an operational and crowd-management perspective.

Skills

Mall operations

Team leadership

Budgeting & cost control

Vendor management

KPI monitoring

Customer service

Safety & compliance

Stakeholder management

Emergency response

MS Office (Excel, PowerPoint)

English communication

Education

Bachelor's degree in Management, Business Administration, Engineering, Hospitality, or Property Management

Tools

Microsoft Office

Job description

• Lead and oversee the overall day-to-day operations of the mall to ensure smooth, safe, and efficient business activities.
• Develop and implement operational strategies, policies, and standards to achieve mall performance targets.
• Manage mall facilities, building operations, housekeeping, security, parking, and engineering functions.
• Ensure the mall is maintained in excellent condition and meets required safety, security, cleanliness, and service standards.
• Monitor and improve tenant and customer experience, including handling operational complaints and service issues.
• Coordinate with Leasing, Marketing, Finance, Engineering, Security, and other departments to support mall business objectives.
• Maintain strong relationships with tenants and address operational requirements, complaints, and service-related issues.
• Monitor operational expenses, annual budgets, and cost efficiency while maintaining service quality.
• Ensure compliance with applicable regulations, building permits, safety standards, fire safety, and emergency procedures.
• Develop and conduct regular inspections and preventive maintenance programs for mall facilities and equipment.
• Lead emergency response, crisis management, and business continuity procedures.
• Monitor operational KPIs and prepare regular reports and recommendations for management.
• Lead, develop, and evaluate the mall operations team to ensure high productivity and service standards.
• Coordinate with external vendors, contractors, government authorities, and other stakeholders related to mall operations.
• Support mall events, promotional activities, and special programs from an operational readiness and crowd-management perspective.

Qualifications

• Bachelor's degree in Management, Business Administration, Engineering, Hospitality, Property Management, or a related field.
• Minimum 8–10 years of experience in mall, shopping center, commercial property, hospitality, or building operations, with at least 3–5 years in a managerial position.
• Strong knowledge of shopping mall operations, building management, tenant relations, facilities management, security, safety, and customer service.
• Experienced in managing large teams and multiple operational functions.
• Strong understanding of operational budgeting, cost control, vendor management, and KPI monitoring.
• Good knowledge of building safety, fire safety, emergency response, and applicable regulations.
• Strong leadership, problem-solving, decision-making, and communication skills.
• Able to work under pressure and handle operational issues and emergencies effectively.
• Strong stakeholder management skills and ability to build good relationships with tenants, vendors, management, and government authorities.
• Willing to work on weekends, public holidays, and flexible shifts when required.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.
• Good command of English, both written and spoken, is preferred.