Senior Operations Associate

Ayala Malls; Quezon City; On-site; PHP 420,000 - 640,000; Full time

Job summary

Ayala Malls is seeking a Senior Operations Associate to support the Operations Manager in ensuring safe, efficient, and customer-focused day-to-day mall operations across facilities, safety, sustainability, and customer experience.

The role requires 3–5 years of relevant experience in mall or facilities management, with strong coordination skills to work with Engineering, Security, and Merchants. Join Ayala Malls to contribute to a transformational vision for community spaces.

Qualifications

• Bachelor's Degree or equivalent in a related discipline.
• 3–5 years of relevant experience in mall operations, property/facilities management, hospitality, or retail operations.

Responsibilities

• Oversee day-to-day mall operations ensuring compliance with policies and standards.
• Conduct regular inspections of common areas, facilities, parking and service zones.
• Coordinate with Engineering, Facilities, Security, Housekeeping and other teams to resolve issues.
• Support safety, security, emergency preparedness and risk management programs.
• Enhance merchant and customer experience by resolving concerns and streamlining processes.
• Prepare and consolidate operational and incident reports and monitor data trends.
• Guide Operations staff and coordinate with internal departments and stakeholders to ensure seamless operations.

Skills

Mall operations

Operations management

Safety & security

Facility management

Stakeholder coordination

Data & reporting

Education

Bachelor's degree in Business Administration or related field

Job description

We in Ayala Malls are looking for passionate individuals who want to make an impact. As we re‑define our malls, this transformation is more than just a facelift—it is a visionary reinvention. It’s a complete reimagining of how we serve communities, connect people, and elevate everyday experiences.

JOB PURPOSE:

The Senior Operations Associate supports the Operations Manager/General Manager in ensuring the safe, efficient, seamless, and customer-focused day-to-day operations of the assigned Ayala Mall. The role provides hands‑on operational oversight across mall operations, safety and security, facility management, sustainability, merchant compliance, and customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Strategic Alignment and Operational Management

• Assists in managing day‑to‑day mall operations, ensuring compliance with established policies, procedures, service standards, and regulatory requirements.
• Provides operational insights and recommendations to address issues, improve processes, and enhance overall mall performance.

2. Mall Operations and Property Standards

• Conducts regular mall inspections and monitors the overall readiness, cleanliness, functionality, and condition of common areas, parking, service areas, facilities, and other operational zones.
• Monitors compliance of merchants, contractors, customers, and mall sub‑units with established operating standards, policies, and guidelines.
• Coordinates with Engineering, Facilities, Security, Housekeeping, and other stakeholders to ensure timely resolution of operational and property‑related concerns.
• Supports preventive maintenance and property improvement initiatives to maintain high‑quality mall standards.

3. Safety, Security and Risk Management

• Monitors mall conditions and activities to identify health, safety, security, and operational risks that may affect employees, merchants, contractors, customers, and the general public.
• Supports the implementation of safety, security, emergency preparedness, and risk management programs.
• Assists in the proper handling, documentation, escalation, and resolution of incidents and emergency situations.
• Ensures that corrective and preventive actions from inspections, incidents, and audits are properly followed through.

4. Merchant and Customer Experience

• Supports the delivery of a safe, convenient, and positive experience for mall customers and merchants.
• Assists in addressing merchant, customer, and visitor concerns and coordinates with relevant teams to facilitate timely resolution.
• Monitors recurring customer and merchant concerns and recommends improvements to mall processes and service delivery.
• Helps manage operational conflicts and concerns with minimal disruption to mall activities.

5. Reporting, Data and Process Improvement

• Prepares and consolidates operational reports, inspection findings, incident reports, compliance monitoring, and other management reports.
• Monitors operational data and trends to identify recurring issues, risks, and opportunities for improvement.
• Recommends enhancements to operational processes, policies, and controls based on data and actual mall observations.

6. Team and Stakeholder Coordination

• Provides day‑to‑day guidance and coordination to Operations staff and supports the monitoring of their performance and KRAs.
• Coordinates with internal departments, merchants, contractors, service providers, and other stakeholders to ensure seamless mall operations.
• Promotes teamwork, accountability, service excellence, and timely execution of operational requirements.

7. Compliance and Other Responsibilities

• Ensures compliance with Ayala Malls Group policies, procedures, standards, and applicable laws and regulations.
• Supports internal and external audits, inspections, and compliance activities and monitors the closure of identified findings.
• Performs other management‑mandated functions and participates in projects and initiatives that support the business and operational objectives of Ayala Malls.

Education

• Bachelor's Degree in Business Administration, Management, Hospitality Management, Property Management, Engineering, or other related disciplines.

Experience

• Preferably 3–5 years of relevant experience in mall operations, property management, facilities management, hospitality, retail operations, building operations, or a related field.
• Experience in managing or coordinating multiple operational functions, service providers, contractors, or stakeholders is an advantage.
• Experience in a customer‑facing, commercial, or high‑volume operating environment is preferred.

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.