Head of Operations (Facilities & Service Group)

Responsibilities:

• Ensure the Group of Operations delivers its annual operating plan, service standards and budget, so that tenant services, general services and facility management support the commercial performance of every property.
• Translate the Division's strategy into annual operating plans, service standards and budgets for the Tenant Services Group, the General Services Group and the Project Facility Management Group.
• Review group performance monthly against traffic, NPS, cost and delivery targets; direct recovery plans where targets are at risk.
• Endorse manpower, outsourcing and operating expenditure proposals from the Groups before submission to the COO.
• Deputise for the Chief Operating Officer on divisional matters as delegated.
• Ensure tenants are handed over, fitted out and opened within committed timelines, so that rental revenue is realised as planned and the tenant mix is delivered on schedule.
• Ensure customer and tenant experience delivered by the Group of Operations meets the agreed standard across all properties and service channels.
• Review and challenge the cost structure, service contracts and outsourcing model of each Group.
• Drive productivity and process simplification initiatives and track savings against the agreed baseline.
• Approve operating expenditure and contract awards within delegated authority.
• Set objectives, review performance and agree development plans for direct reports with HR.
• Identify and develop successors for Group Head and Department Manager positions.
• Lead adoption of digital tools within the Group of Operations.

Qualifications:

• Bachelor's degree in Business Administration, Engineering, Property or Facility Management, or related fields; Master's degree is an advantage.
• At least 18 years of experience in shopping centre, mixed-use property or large-scale service operations.
• At least 8 years of experience at senior management level leading multiple departments across more than one property.
• Shopping centre operations covering tenant services, customer support, cleaning, landscape, event support and environmental services.
• Tenant lifecycle management: handover, fit-out control, opening readiness, tenant compliance and tenant relationship management.
• Operating budget management, cost control and outsourced service contract governance.
• Translating divisional strategy into operating plans, standards and measurable targets.
• Leading and developing senior managers; managing performance across multiple teams and properties.
• Cross-functional collaboration and negotiation with Leasing, Marketing, Design and Property Development.
• Very good command of spoken/ Communication and written Thai and English.