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.