Mall Operations Associate Manager (Soft Services)

We in AyalaMalls 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—this is a visionary re-invention. It's a complete reimagining of how we serve communities, connect people, and elevate the mall experience through consistently high service standards and well-managed facilities.

As a Soft Services Specialist, you will be responsible for the following:

Job Scope

Soft Services Operations

• Support the day-to-day delivery of soft services across the assigned mall, including:
• Housekeeping and cleaning
• Hygiene and sanitation
• Pest control
• Waste management
• Landscaping and irrigation
• Ensure service providers comply with approved standards, procedures, and scope of work.
• Conduct daily inspections of public and back-of-house areas such as washrooms, parking, loading bays, common areas, and landscaped spaces.
• Assist in ensuring high standards of cleanliness, presentation, and hygiene across the property.
• Monitor service requests and escalations, coordinating with contractors to ensure timely resolution.

Quality, Performance, and Cost Support

• Monitor contractor performance against agreed KPIs and SLAs and report service gaps or issues.
• Assist in documenting inspection findings, performance reports, and corrective actions.
• Support the implementation of cost-saving and efficiency initiatives within soft services operations.
• Track consumables, supplies, and basic inventory related to soft services and report usage trends.
• Assist in preparing scope of work inputs and basic technical reviews of service proposals.

Safety, Compliance, and Risk Awareness

• Assist in implementing health, safety, and hygiene standards in coordination with Corporate FM, QHSE, and mall operations.
• Support occupational safety reviews, HSE audits, and permit-to-work processes.
• Help monitor compliance with local regulations, internal standards, and mall policies.
• Report potential safety risks, service failures, or compliance issues to immediate supervisors.

Coordination and Stakeholder Support

• Coordinate with mall management, service providers, security, and engineering teams to ensure seamless operations.
• Provide on-site support during service provider handovers, inspections, and audits.
• Assist in incident documentation, damage reports, and operational reports as required.
• Support communications with service providers and internal stakeholders on service-related concerns.

Reporting and Continuous Improvement

• Prepare and submit required daily inspection reports and service performance documentation.
• Assist in data gathering related to sustainability initiatives, utilities usage, and waste management.
• Participate in verification inspections of completed works.
• Perform other operations-related tasks as may be assigned by Facilities Management or Mall Management.

Qualifications

Education:

• Bachelor's Degree in Management, Business Administration, Engineering, or any related course.

Experience:

• At least one (3) year of experience in mall operations, property management, or facilities management, preferably with exposure to soft services.

Skills:

• Basic understanding of housekeeping, sanitation, and facilities service standards.
• Knowledge of local regulations and safety requirements is an advantage.
• Average to good communication and report-writing skills.
• Basic knowledge of cost control and operational budgeting is an advantage.
• Proficient in MS Office applications (Word, PowerPoint, Excel).
• Good organizational skills, attention to detail, and ability to work with service providers.
• Willingness to work on-site and conduct regular inspections.