Senior Operations Associate

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.