Mall Operations Leader: Workforce & Service Excellence

Asticom Technology Inc; Cebu City; On-site; PHP 558,000 - 893,000; Full time

Job summary

Asticom Technology Inc. is seeking an Operations Senior Associate Manager to lead workforce performance, team capability, and service excellence across Gatewalk Mall.

You will own the full staff lifecycle, from scheduling and deployment to coaching, accountability, and culture-building, ensuring frontline teams deliver a warm, professional mall experience. This hands-on leadership role requires on-floor presence, aligning teams to standards, and partnering with department heads to build a

Qualifications

• Bachelor’s degree in Business Administration, HR, Hospitality, Operations Management, or related field.
• 4–6 years in workforce management, mall operations, or team leadership.
• Minimum 2 years in a supervisory or assistant manager capacity leading shift-based teams of 25+ staff.
• Based in Cebu or willing to relocate immediately; flexible availability including weekends, evenings, and holidays.

Responsibilities

• Design and manage shift schedules to ensure optimal coverage, cost efficiency, and policy compliance.
• Monitor attendance, leave, overtime, and productivity; resolve scheduling conflicts in real time.
• Lead daily pre-shift briefings, huddles, and team meetings; set clear expectations and standards.
• Coach, mentor, and upskill supervisors and frontline staff; conduct performance reviews and development plans.
• Conduct regular floor walks, service audits, and standards checks; drive corrective action with accountability.
• Champion recognition, well-being, and inclusive practices to foster a motivated workforce.
• Design, deliver, and refresh onboarding, service excellence, safety, and brand-alignment training programs.
• Ensure staff are trained in safety protocols, emergency response, customer service, and mall house rules.
• Refine and enforce SOPs, service-level agreements, and operational guidelines; identify bottlenecks and implement improvements.
• Track KPIs - attendance, compliance, service ratings, incident resolution, training completion - and report to leadership.
• Serve as liaison between operations teams, department heads, HR, and mall management; align stakeholder interests.
• Support peak periods, mall events, promotional activations, and crisis mobilization.
• Build relationships with tenants, business partners, and government representatives as needed.
• Uphold core values - integrity, excellence, service, and community - in every interaction.

Skills

Shift scheduling

Labor compliance

People leadership

Performance coaching

Data-driven reporting

MS Office

HRIS / workforce management systems

Education

Bachelor's degree in Business Administration, Human Resources, Hospitality, Operations Management, or a related field

Tools

MS Office

HRIS / Workforce Management Systems

Job description

Asticom Technology Inc. is seeking an Operations Senior Associate Manager to lead workforce performance, team capability, and service excellence across Gatewalk Mall.

You will own the full staff lifecycle, from scheduling and deployment to coaching, accountability, and culture-building, ensuring frontline teams deliver a warm, professional mall experience. This hands-on leadership role requires on-floor presence, aligning teams to standards, and partnering with department heads to build a