Role Purpose:

The Operations Manager is responsible for the effective and efficient management of all operational functions at the Mall, ensuring that the property is maintained to the highest standards of presentation, safety, security, and compliance at all times. The role leads the Operations team, manages soft-service and hard-service contracts (excluding FM/MEP which sits with the FM Manager), and acts as the senior operational authority on site, working closely with the FM Manager and all functional departments to deliver an outstanding experience for tenants and visitors alike.

Key Responsibilities & Accountabilities:

• Provide overall operational leadership for the Mall, maintaining consistently high standards across centre presentation, security, safety, cleaning, and customer environment.
• Lead and manage the Operations team, including Operations Specialists, Security Manager, establishing clear performance expectations, accountability frameworks, and development plans.
• Develop and manage the annual Operations budget (OPEX and CAPEX) in coordination with the Finance Manager; monitor expenditure against budget and provide timely variance reporting.
• Oversee all soft-service contracts (cleaning, security, landscaping, waste management, pest control) including scope definition, KPI setting, performance monitoring, and contract renewal.
• Enforce and monitor tenant compliance with mall operating rules and regulations, including trading hours, delivery schedules, waste removal protocols, and shopfront standards.
• Conduct regular operational inspections of all areas of the Mall — front-of-house, back-of-house, car park, service corridors — and ensure all observations are actioned and documented.
• Manage emergency preparedness and response, maintaining up-to-date emergency procedures, conducting regular drills, and ensuring all staff and tenants are briefed on protocols.
• Build and maintain effective working relationships with local authorities, including Civil Defence, Municipal Police, and relevant government bodies.
• Identify and develop revenue enhancement opportunities within the mall's common areas, including short-term licensing of spaces and operational efficiency initiatives.
• Oversee sustainability performance across the Mall, including waste management targets, energy conservation initiatives, and reporting requirements.
• Ensure all operational activities comply with applicable Lebanese regulations, Company policies, and relevant safety and building standards.
• Report regularly to the CEO on operational performance, incidents, contractual matters, and strategic initiatives.

Education, Experience and Qualifications:

• Bachelor's degree in Engineering (Civil, Mechanical, or Electrical), Business Administration, or Facilities Management. Certification in Shopping Centre Management (ICSC) or a recognised Facilities Management qualification is highly desirable.
• Minimum 10–12 years of progressive experience in mall operations, property management, or facilities management, with at least 4 years in a senior management role. Experience managing a large-format shopping centre in Lebanon or the Mediterranean/MENA region is strongly preferred.
• Property MAnagement Systems; Microsoft Office;Operational Reposrting.
• Arabic (Native), English (Proficient).
• Large-format shopping centre experience in Lebanon strongly.