Operations Manager – Mall Management – Al Futtaim Group Real Estate
Al Futtaim Group
Al-Futtaim Group Real Estate (AFGRE) is the real estate development and operations arm of Al-Futtaim Group which is headquartered in Dubai. AFGRE is responsible for the origination, conception, development, procurement and construction of mega projects and the leasing, sales and operation of these projects after completion.
In addition, AFGRE develops and operates an extensive multi-million dollar portfolio of individual corporate real estate and investment assets across the MENA region.
The two current flagship mixed use urban communities under the Festival City brand are the award winning, Dubai Festival City (5.2 million square metres) and Cairo Festival City (3 million square metres).
We are currently looking to recruit an experienced Operations Manager to work from our Dubai based office. The Operation Manager will be accountable to run an efficient operation and delivery of soft services consisting of Security, Safety, Traffic, car parking management, Housekeeping, pest controlling, waste management & Engineering services for Festival Centre. The implementation of best Practice and Operation standards is key to this role as well as a comprehensive understanding of; government regulations, operation methods, and the need to increase profitability and keep the cost of common areas under control.
Key Accountabilities will be:
Soft Service Management:
Management of planned, reactive and incidental works delivery for security, safety, traffic, housekeeping, waste management and pest control. Responsible for implementing soft services plan for festival centreÂ by directingÂ team in routine and scheduled jobs; ensuring compliance to set standards and carrying out regular inspection, with the objective of enforcing adherence to safety standards and customerÂ satisfaction with in allotted budget.
Responsible for establishing SLAs and KPIs of the outsourced contractors and track performance levels of the contractor providing soft services against set KPIs and SLAs by routinely assessing performance against checklist, identifying defaults or shortcomings in service levels.
Supply Chain Management:
Daily management of sub-contractors, consumables and equipments; responsible for tender procedure to ensure probity; Responsible for implementation and monitoring of sub-contractor performance. Inventory management of DFC owned spares. Ensure best value management techniques with in contracts. Development of contract delivery strategy, providing demonstrable operational benefits.
Negotiates and recommends procurement of capital equipments according to the operations need. Ensuring new assets being brought into operations are entered onto pre-planned maintenance program and subject to QA procedures
Responsibility for management of the staff recruitment, selection, training/ development and succession planning as required for In-House and managing the outsourced contracting Supervisors and staff Approximately 215
Implements expected service standards to the staff and monitors them in terms of personal grooming, hygiene levels, communication skills and the service offered to guestÂ with the objective of superior guest experience and ensuring that they appropriately representative of the staff standards of the Festival Centre. Arrange necessary training to maintain / improve standards. Co-ordinate with DFC management, Al Futtaim training centre and external agencies to meet the requirement.
Emergency and Crisis Management:
Responsible for ensuring that the security staff are trained to recognize and follow procedures related to any crisis and emergency, as well as ensure that the Crisis Management Team are informed within the specified time period in the case of any such event, so as to effectively manage and control the situation. Conducting regular evacuation & Emergency drills in conjunction with GM, Civil Defense & Police.
Traffic and Car Parking Management:
Responsible for the traffic management within the periphery of the Festival Centre, by implementing the strategy related to traffic management including placement of staff to direct traffic; monitoring the safety of pedestrian crossings; maintaining easy accessibility to car parks; overseeing the availability of taxis for customers and directing its movement, with the objective of maintaining accessibility to the various entrance points and minimizing possibility of accidents, or traffic chaos as a result of traffic jams and bottle necks. Manage 8000 plus car parks through In-house/ contracting team for providing the best customer experience.
Responsible for site wide signage plan and installation. To plan & manage Traffic, Security, housekeeping & Parking execution during events. Coordination with City Management, Police, Civil Defense.
Housekeeping Inventory Management:
Orders, receives, inspects and stores equipment, spare parts and consumables, merchandise commodities, material and/or supplies with the objective of maintaining costs within budget as well as ensuring that there is no stock out situation at any point of time which can lead to inconvenience for the customer. Identify and develop vendor base, with the objective of getting the best prices and quality from selected vendors
Co-ordination with Local Authorities: Coordinate with Police, Civil Defense, and Dubai Municipality & City management for site wide requirement.
Coordination with Development: Coordinate with development team for the ongoing construction cleaning, pest controlling & Security Management. Maintain clean & Safe Mall in spite of ongoing construction activities without any break to customer experience.
Coordination with Tenants: Responsible for the coordination with tenants for back of the house facilities, Trash disposal, pest control, Safety & Security issues. This includes coordinating hygiene requirement for F & B outlets
Prepare routine and ad hoc reports, with the objective of keeping the management informed about all issues relating to operations of mall and taking necessary action thereof. Prepare monthly financial analysis for operations for the Retail Operation monthly report.
Drive improvement in water and electricity saving initiatives.
Standard of Tenants Premises:
Responsible for safety checks on all electrical boards, installations and fire fighting systems.
Minimum Qualifications and Knowledge:
* University Graduate in any discipline preferred Bilingual (English and Arabic speaking skills desirable)
* 5-7 years relevant experience in a shopping centre / mall / hotel especially with some background in Civil Defense Service would be highly advantageous.
* Excellent Teamwork
* Outstanding customer service
* Decision Making & sound judgment
* Professional Knowledge
* Training and coaching
* Personal Leadership
* Financial awareness & analytical thinking
About the Company
About the Company
Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.
The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Group’s continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.
The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Group’s belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.