Operations Manager

About the Role

Makani Real Estate is recruiting an experienced Operations Manager to oversee the daily functions of its shopping malls and retail properties located in Al Ain and Abu Dhabi. The successful candidate will ensure efficient property operations, maintain a safe and welcoming atmosphere for tenants and visitors, and drive performance in operations, finances, and service delivery across the portfolio.

Key Duties and Responsibilities

• Supervise and coordinate daily operations of shopping malls and retail assets within the allocated portfolio.
• Lead and support property managers, supervisors, and mall operations teams.
• Develop, assess, and enforce operational policies, procedures, and standard operating procedures (SOPs).
• Ensure compliance of tenants, contractors, and service providers with mall policies, health and safety standards, and regulatory guidelines.
• Oversee property functions including maintenance, security, cleaning, tenant relations, customer service, fit-outs, and inspections.
• Conduct regular meetings with property and asset management teams to address operational challenges and review performance.
• Build and maintain strong relationships with tenants, managing concerns, disputes, renovation schedules, and fit-out processes.
• Collaborate with departments such as Facilities Management, IT, Legal, Finance, Leasing, Marketing, HR, and Customer Service.
• Ensure all contracts, licenses, insurance policies, and regulatory approvals (including Civil Defence, CCTV, security, cleaning, pest control, and public liability) are current and adequate.
• Assist in the creation and implementation of emergency response and business continuity strategies.
• Monitor supplier and contractor performance, offering feedback for maintenance and service agreements.
• Support tenant design review, fit-out approvals, and capital expenditure (CAPEX) projects as needed.
• Perform operational audits and ensure timely resolution of compliance issues.
• Generate monthly reports detailing property performance, operational risks, challenges, and improvement plans.
• Identify efficiency improvements, revenue growth opportunities, and cost reduction methods.
• Prepare and oversee annual operational expenditure (OPEX) and routine CAPEX budgets.
• Track expenditures, report budget deviations, and ensure financial adherence to approved limits.
• Lead the mall operations team by promoting accountability, teamwork, continuous development, and improvement.

Candidate Requirements

• University degree in Business Administration, Real Estate, Facilities Management, or related disciplines.
• At least 7 years’ experience in operations management within shopping malls, retail properties, commercial buildings, or mixed-use assets.
• Demonstrated capability in managing tenants, contractors, service vendors, and operations teams effectively.
• Comprehensive knowledge of facilities management, including fit-out, maintenance, security, cleaning, health and safety protocols.
• Experience handling OPEX, CAPEX, budgeting, vendor contracts, and operational reporting.
• Excellent communication, leadership, stakeholder management, and problem-solving skills.
• Ability to manage multiple properties and prioritize diverse operational demands efficiently.
• Proficient in Microsoft Office and property management software; familiarity with Yardi or equivalent systems is advantageous.

Key Competencies

• Strong team leadership and personnel management skills.
• Focus on tenant satisfaction and customer service excellence.
• Effective operational planning and execution capabilities.
• Expertise in budgeting and controlling costs.
• Vendor relationship and contract management skills.
• Commitment to health, safety, and regulatory compliance.
• Quality assurance and performance evaluation skills.
• Analytical thinking and strategic problem resolution.

Additional Information

Candidates with direct experience in retail property management, especially shopping mall operations or commercial real estate portfolios, are strongly encouraged to apply. The position is a full-time role based onsite in Al Ain, Abu Dhabi Emirate, United Arab Emirates.