Mall Operations Manager

Ayala Malls; Makati; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Ayala Malls in Manila seeks an Operations Manager responsible for financial performance, day-to-day operations, and merchant relationships across a building or center. You will ensure brand alignment and deliver business objectives.

Key duties include managing P&L, budgets, receivables, overseeing facilities, coordinating with marketing, and building strong merchant partnerships to drive value. Candidates should have a business degree and 5–8 years in mall/retail operations, plus 3–5 years in

Qualifications

• Bachelor's degree in Business Studies, Administration, Management, or a related field.
• 5-8 years of mall/retail industry experience.
• 3-5 years in a managerial/ops capacity.
• Excellent communication and analytical skills.
• Strong people management and negotiation skills.
• Experience in or knowledge of customer service.

Responsibilities

• P&L, Budget, and Receivables Management: monitor income statements and ensure revenues meet budgets.
• Oversee day-to-day operations, facilities, and housekeeping; coordinate with marketing on events.
• Manage relationships with merchants to support business viability within the center.
• Coordinate cross-functionally with Billing, Engineering, Merchandise, and Lease teams; manage contract renewals.
• Lead merchant loyalty initiatives and address merchant concerns promptly.
• Train and mentor Operations Associates.

Skills

Excellent communication

Analytical skills

People management

Negotiation skills

Customer service knowledge

Education

Bachelor's degree in Business Studies/Administration/Management

Job description

JOB PURPOSE:

The Operations Manager holds direct accountability for the financial performance, day-to-day operations, and merchant relationships within an assigned building, center, or area, ensuring alignment with brand standards and business objectives.

Key Responsibilities

1. P&L, Budget, and Receivables Management

• Monitor the income statement, ensuring gross revenues align with DOE budgets
• Assess merchant sales performance against prior-year sales, current-year budget, sales requirements, category averages, and building averages
• Implement billing and collection guidelines
• Collect from merchants within the area of responsibility, coordinating closely with Billing and Collection to keep accounts receivable at a minimum
• Manage the quarterly budget and provide supporting assumptions

2. Operational Management

• Oversee day-to-day operations and housekeeping
• Implement operational guidelines and procedures
• Manage and monitor facility maintenance
• Recommend and initiate improvements to physical conditions
• Ensure facilities remain in good working order; supervise frontline staff
• Coordinate with Marketing and Ad & Promo teams on events and marketing activities within the area
• Align all activities with both the corporate brand and mall-specific branding
• Build and maintain strong, stable relationships with merchants to support their business viability within the center
• Align daily operations with merchant needs and preferences
• Support the implementation of merchant loyalty initiatives
• Address merchant concerns promptly
• Conduct regular informal check-ins with merchants

4. Cross-Functional Coordination

Liaise with the following teams to resolve merchant-related concerns:

• Billing and Collection - receivables management
• Engineering - technical issues
• Merchandise Mix - visual merchandising, product mix, and customer service
• Lease Contract Administration - lease contracts and renewal documentation

5. Contract Management

• Process requirements for lease contract negotiations, including applications, renewals, amendments, and terminations
• Monitor the status of merchant contracts, including deadlines, memo preparation, and expiration reviews

6. Team Development

• Train and mentor Operations Associates

Qualifications

• Bachelor's degree in Business Studies, Administration, Management, or a related field
• 5-8 years of relevant experience in the mall or retail industry
• 3-5 years of experience in a managerial and operations capacity
• Excellent communication and analytical skills
• Strong people management and negotiation skills
• Experience in or knowledge of customer service

At AyalaMalls, you will be part of a broader transformation that goes beyond physical spaces.

You will have the opportunity to shape how a mall performs, how people experience it, and how it creates value for the business and the community.