Senior Operations Manager

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

**Overview of the role**

Responsible for the Environmental, Social, and Governance (ESG) strategy of the mall and ensures its efficient delivery across the operation. Delivery of hard and soft services management including preventative maintenance schedules with an emphasis on quality service standards within the budgets. This position is the focal point for the local authorities and to keep the malls' various governmental licenses active & up to date. Administer development program timelines within approved budgets and HSE guidelines.

**What you will do**

**Hard and Soft Service Management**:

- Management of planned, reactive, and incidental works delivery for mall upkeep to include Hard FM, Energy Center, Housekeeping, Waste Management, Pest Control, and landscaping.
- Oversee plans for the mall soft services by directing the team in routine and scheduled jobs; ensuring compliance to set standards and carrying out regular inspections, with the objective of enforcing adherence to staff safety standards and customer satisfaction within approved budgets.
- Oversight of customer comfort level standards within the Mall and the external periphery to include signage, street markings, and tenant lightbox branding. Oversee the external and internal landscaping.

**Inventory Management**:

- Oversight the soft and hard FM store inspections for inventory, safety, and upkeep.
- Oversight the Store inventory for Hard services spare parts and soft services consumables and equipment for the contractor.
- Objectively guide par levels to maintain costs within budget as well as ensure that there is no stock-out situation at any point in time which can lead to inconvenience for the customer.

**Contract Management**:

- Responsible for establishing and maintaining SLAs and KPIs of the outsourced contractors and monitoring department heads tracking for the performance levels of the contractor by routinely assessing performance against a checklist, identifying defaults or shortcomings in service levels, and based on same preparing necessary action proposals.
- Establish a cut-off date to start contract renewal, monitor scope with department heads, and procurement negotiations with vendors with oversight on budget parameters.
- Review tenders/benchmarking and comparative statements.

**Asset Management**:

- Negotiates and recommends procurement of capital equipment according to the operations need.

**Staff Management & Service Standards**:

- Responsible for managing the overall performance of the Operations team. Provide leadership by developing and implementing operational strategies to support the company’s EBITDA & increase organizational effectiveness by ensuring the growth and development of all employees.
- Develop direct reports to ensure succession plans to support future company requirements and employee career objectives.
- Monitors team in terms of personal grooming, hygiene levels, communication skills, and the service offered with the objective of superior customer experience and ensuring that they are appropriately representative of the standards of Festival City. Arrange necessary training to maintain/improve standards.
- Monitor Daily Security Reports and flag issues to department heads where necessary and customize solutions to repetitive challenges.
- Monitor the Mystery shopper reports and hold briefings with the team to identify challenges and recommend training where necessary.

**Emergency and Crisis Management**:

- Responsible for ensuring that the FM staff are trained to recognize and follow procedures related to any crisis and emergency, as well as ensure that the Crisis Management Team is informed within the specified period in the case of any such event, to effectively manage and control the situation.
- Safeguard that Mall & Energy Center complies and certified with all QCDD standards to ensure uninterrupted operations
- Take an active role in enhancing the Duty Management process.

**Coordination**:

- With Local Authorities: Coordinate with Police, Civil Defense, and Doha Municipality and city management