Job Description

Job Purpose

Responsible for overseeing the day-to-day operations, performance, and growth of SM Mall Offices. The role ensures that office operations run efficiently and effectively while meeting client and organizational standards. This includes managing people, processes, and resources, fostering strong stakeholder relationships, driving operational excellence, and ensuring compliance with company policies and regulatory requirements. The position plays a key role in aligning office operations with the strategic goals of SM Supermalls and delivering a high standard of service to tenants, partners, and stakeholders.

Key Responsibilities

OPERATIONAL MANAGEMENT

•Oversee day-to-day SM Mall Offices operations to ensure efficiency, service quality, and compliance with client requirements.

•Develop, monitor, and improve Standard Operating Procedures (SOPs) to align with organizational and client expectations.

•Ensure timely and accurate execution of transactions, processes, and reporting.

CLIENT & STAKEHOLDER MANAGEMENT

•Act as the primary liaison between clients, internal teams, and external partners to address concerns, updates, and requirements.

•Maintain strong relationships with stakeholders by providing proactive communication, issue resolution, and performance updates.

•Collaborate with mall operations and support groups to ensure alignment of service delivery with business objectives.

PROCESS IMPROVEMENT & INNOVATION

•Identify and implement process enhancements, automation opportunities, and Lean/Kaizen initiatives to drive efficiency.

•Leverage analytics and performance data to recommend operational improvements.

•Support digitalization initiatives to enhance customer and client experience.

PERFORMANCE & QUALITY ASSURANCE

•Define and monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to measure operational effectiveness.

•Ensure adherence to quality standards, compliance requirements, and audit protocols.

•Conduct periodic reviews and root-cause analysis for underperformance and implement corrective actions.

FINANCIAL & RESOURCE MANAGEMENT

•Manage budgets, resources, and cost-efficiency programs to optimize operations.

•Track financial performance and ensure alignment with company goals and cost-saving initiatives.

•Support revenue generation opportunities through process optimization and value-added services.

RISK MANAGEMENT & COMPLIANCE

•Ensure compliance with regulatory requirements, data privacy standards, and company policies.

•Identify, assess, and mitigate operational risks.

•Develop contingency plans to ensure business continuity during disruptions.

STRATEGIC ALIGNMENT

•Align SM Mall Offices strategies with organizational goals, mall operations, and long-term growth plans.

•Participate in cross-functional projects to enhance service delivery and business performance.

•Provide management with insights, reports, and recommendations to support decision-making.

CLIENT & STAKEHOLDER MANAGEMENT

•Act as the primary liaison between clients, internal teams, and external partners to address concerns, updates, and requirements.

FINANCIAL & RESOURCE MANAGEMENT

•Manage budgets, resources, and cost-efficiency programs to optimize operations.

•Track financial performance and ensure alignment with company goals and cost-saving initiatives.

PEOPLE MANAGEMENT

•Encompasses the tasks of recruitment, management, and providing ongoing support and direction to all the employees within the team. These tasks includes compensation, hiring, performance management, safety, wellness, benefits, employee motivation, communication, administration, and training for overall talent development and for the best interest of the company.

•Participates as a Subject Matter Expert (SME) in any training program development and/or implementation, which requires the specific technical and/or soft skills of the job to contribute in the development of talents within the organization.