Shopping centre operations manager

The Operations Manager is responsible for the effective and efficient management of Centre operations, facilities, maintenance, security, cleaning and tenant-related operational services. The role oversees service providers and contractors, ensures the Centre is maintained to a high standard, manages operational budgets and expenditure, and ensures compliance with health, safety, environmental and statutory requirements.
The incumbent is also responsible for maintaining strong relationships with tenants, suppliers and contractors, supporting operational planning and ensuring the Centre delivers a safe, well-maintained and professional environment.

Centre Operations & Facilities Management Manage the day-to-day operational requirements of the Centre and its facilities. Oversee maintenance, security, cleaning and other contracted service providers. Ensure plant, machinery, mechanical and electrical systems are effectively maintained in line with preventative maintenance schedules. Implement and maintain Planned Preventative Maintenance programmes. Conduct regular building and facilities inspections and ensure identified issues are addressed promptly. Ensure the Centre remains clean, well maintained and in good repair. Maintain accurate asset registers, maintenance records and operational documentation. Monitor utility consumption and costs and identify opportunities for improved efficiency. Maintain emergency planning and business continuity procedures and ensure these remain current and effective. Maintain Centre shop-fitting guidelines and tenant criteria documentation and assist with monitoring tenant fit-outs.

Maintenance & Contractor Management Coordinate maintenance activities and ensure operational requirements are completed within agreed standards and timeframes. Manage relationships with maintenance, security, cleaning and other service providers. Monitor contractor performance against agreed service levels and contractual requirements. Ensure maintenance agreements and Service Level Agreements (SLAs) remain current. Review contractor performance and address service deficiencies where required. Procure and coordinate operational and capital expenditure projects. Prepare tender documentation and support the evaluation and appointment of contractors. Ensure contractors comply with Centre policies, procedures, safety requirements and contractual obligations.

Health, Safety & Environmental Compliance Ensure compliance with applicable health, safety and environmental legislation, regulations and industry best practice. Conduct regular Occupational Health and Safety inspections and ensure corrective actions are implemented. Maintain accurate health, safety and environmental compliance records. Assist with the implementation and monitoring of the Centre's health and safety policies and procedures. Ensure new tenants, contractors and visitors receive appropriate health, safety and environmental information and induction. Monitor compliance by tenants, contractors and other site users with applicable safety procedures and regulations. Ensure accidents and incidents are appropriately reported, documented and investigated. Ensure the Centre complies with insurer requirements and relevant statutory obligations. Coordinate and maintain emergency procedures and risk management initiatives.

Security Management Oversee the security operation and ensure effective protection of Centre facilities, tenants, staff and visitors. Identify security risks and develop appropriate preventative and corrective action plans. Monitor security systems and equipment and recommend improvements where required. Coordinate security personnel and ensure appropriate staffing and deployment. Maintain effective security procedures and information systems. Liaise with tenants regarding security concerns and requirements. Maintain relationships with SAPS, local authorities and other relevant stakeholders. Promote security awareness among staff, tenants and visitors. Respond appropriately to emergencies and security-related incidents.

Budgeting & Financial Management Assist with the preparation and management of operational, repairs and maintenance (R&M) and capital expenditure budgets. Monitor operational expenditure against approved budgets. Ensure facilities operations remain cost-effective and within established financial limits. Assist with financial forecasting and long-term budget projections. Authorise invoices in accordance with delegated authority. Calculate operational costs and ensure appropriate tenant recoveries. Monitor utility billing and ensure discrepancies are investigated and resolved. Assist with procurement of equipment, services and operational requirements. Negotiate service contract renewals and ensure commercially appropriate agreements are maintained.

Tenant & Customer Management Act as a key operational point of contact for tenants regarding faciliti