Mall Operations Manager

We in Ayala Malls are looking for passionate individuals who want to make an impact. As we re‑define our malls, this transformation is more than just a facelift—it is a visionary reinvention. It’s a complete reimagining of how we serve communities, connect people, and elevate everyday experiences.

JOB PURPOSE:

The Operations Manager holds direct accountability for the financial performance, day-to-day operations, and merchant relationships within an assigned building, center, or area, ensuring alignment with brand standards and business objectives.

Key Responsibilities

1. P&L, Budget, and Receivables Management

• Monitor the income statement, ensuring gross revenues align with DOE budgets
• Assess merchant sales performance against prior-year sales, current-year budget, sales requirements, category averages, and building averages
• Implement billing and collection guidelines
• Collect from merchants within the area of responsibility, coordinating closely with Billing and Collection to keep accounts receivable at a minimum
• Manage the quarterly budget and provide supporting assumptions

2. Operational Management

• Oversee day-to-day operations and housekeeping
• Implement operational guidelines and procedures
• Manage and monitor facility maintenance
• Recommend and initiate improvements to physical conditions
• Ensure facilities remain in good working order; supervise frontline staff
• Coordinate with Marketing and Ad & Promo teams on events and marketing activities within the area
• Align all activities with both the corporate brand and mall-specific branding

3. Merchant Relationship Management

• Build and maintain strong, stable relationships with merchants to support their business viability within the center
• Align daily operations with merchant needs and preferences
• Monitor merchant performance
• Support the implementation of merchant loyalty initiatives
• Address merchant concerns promptly
• Conduct regular informal check-ins with merchants

4. Cross-Functional Coordination

Liaise with the following teams to resolve merchant-related concerns:

• Billing and Collection – receivables management
• Engineering – technical issues
• Merchandise Mix – visual merchandising, product mix, and customer service
• Ad & Promo – marketing initiatives
• Lease Contract Administration – lease contracts and renewal documentation
• POS Administration – POS system connectivity

5. Contract Management

• Process requirements for lease contract negotiations, including applications, renewals, amendments, and terminations
• Monitor the status of merchant contracts, including deadlines, memo preparation, and expiration reviews

6. Team Development

• Train and mentor Operations Associates

Qualifications

• Bachelor's degree in Business Studies, Administration, Management, or a related field
• 5–8 years of relevant experience in the mall or retail industry
• 3–5 years of experience in a managerial and operations capacity
• Excellent communication and analytical skills
• Strong people management and negotiation skills
• Experience in or knowledge of customer service

At AyalaMalls, you will be part of a broader transformation that goes beyond physical spaces.

You will have the opportunity to shape how a mall performs, how people experience it, and how it creates value for the business and the community.