Mall Operations Supervisor

Job Purpose

Duties & Responsibilities

• Conduct daily operational inspections to ensure that all mall facilities are fully prepared before and during operating hours, including monitoring lighting, signage, entrances, corridors, storefronts, and external areas.
• Monitor security, cleaning, maintenance, parking, elevators, escalators, restrooms, common areas, and accessibility facilities for people with disabilities.
• Provide on-site supervision of service providers and contractors, ensuring compliance with contracts, scope of work, and Service Level Agreements (SLAs), while verifying workforce deployment, shifts, and approved locations.
• Record operational faults, observations, and complaints, follow up until full resolution and closure, and escalate critical or delayed cases to management.
• Coordinate with the Facilities Management (FM) team regarding preventive and corrective maintenance activities, secure fault locations, and monitor service restoration.
• Ensure compliance with occupational health and safety requirements and fire safety standards, verify that emergency exits and firefighting equipment are unobstructed, and coordinate with specialists to ensure readiness of fire alarm and firefighting systems.
• Handle initial emergency and incident response according to approved plans, stop activities posing immediate risks, secure affected areas, and notify relevant authorities.
• Monitor tenant compliance with opening and closing hours and operational guidelines, document violations within leased units and common areas, and report them to management.
• Monitor contractor access permits, tenant works, loading and unloading activities, ensuring adherence to approved schedules, routes, and site cleanliness upon completion.
• Prevent transportation of construction materials and waste through visitor elevators or emergency staircases, and monitor service rooms, storage areas, and waste disposal zones to prevent improper storage or obstruction of movement.
• Monitor the readiness of event and activity venues and ensure organizers comply with operational and safety requirements.
• Prepare daily operational reports covering faults, incidents, complaints, observations, completed tasks, and outstanding issues, supported by photographic documentation and highlighting recurring or delayed cases.

Work Schedule

• Ensure proper shift handover procedures, documenting and communicating open issues and required actions between operations teams.
• Support the Mall Manager and Operations Manager in implementing visitor experience improvement plans and operational efficiency initiatives, while proposing corrective actions within approved authority limits.
• Perform any other job-related duties assigned by the direct supervisor in accordance with approved policies and delegation of authority.
• Willingness to work in field operations on a shift basis, including weekends and public holidays as per the approved work schedule.

Qualifications & Experience

• Bachelor's degree in Business Administration or a related field.
• Professional training or certifications in shopping mall operations are preferred.
• Minimum of 5 years of practical experience in shopping mall operations.
• Knowledge of safety and emergency procedures and experience in managing contractors and service providers.
• Fluency in Arabic and a good command of English.