General Manager Operations

Key Responsibilities

• Lead and oversee overall mall operations and business performance in line with company strategy and business objectives.
• Drive branch performance across revenue, profitability, customer traffic, tenant performance, and operational KPIs.
• Ensure excellence in customer experience, service standards, safety, security, facilities, and overall mall environment.
• Build strong relationships with tenants, business partners, and key stakeholders to strengthen business performance and tenant success.
• Identify and drive commercial opportunities to increase traffic, sales, customer engagement, and revenue.
• Partner with Marketing, Commercial, Leasing, Finance, HR, Engineering, Security, and other functions to deliver branch objectives.
• Lead, coach, and develop management teams to build a high-performance culture and strong succession pipeline.
• Oversee budget, operating expenses, resource allocation, and cost optimization while maintaining service quality.
• Manage operational risks, critical issues, business continuity, and compliance with company and regulatory requirements.
• Present business performance, key insights, and strategic recommendations to senior management.

Qualifications

• Bachelor's or Master's degree in Business Administration, Retail Management, Hospitality Management, Marketing, or related fields.
• 10+ years of experience in retail, shopping mall, hospitality, F&B, entertainment, or other customer-facing businesses.
• Minimum 5 years of experience in a senior management, General Manager, Branch Manager, or Operations leadership role.
• Strong track record in business operations, P&L management, revenue growth, cost management, and KPI achievement.
• Experience in tenant management, commercial performance, customer experience, and large-scale operations is highly preferred.
• Strong business acumen, strategic thinking, leadership, and decision-making skills.
• Excellent stakeholder management, communication, negotiation, and problem-solving skills.
• Ability to lead cross-functional teams and operate effectively in a fast-paced business environment.
• Good command of English is preferred.