Senior Executive Operations
About Dubai Holding Asset Management:
Dubai Holding Asset Management (DHAM) owns and operates an extensive portfolio of 20 landmark retail destinations and 15 residential communities. The Group plays a focal role in shaping Dubai's position as a global leader in business, tourism and leisure, contributing to its position as one of the world's most coveted and sought-after liveable destinations.
From hot-spot retail destinations like Bluewaters, JBR, Souk Madinat Jumeirah, Al Khawaneej Walk and The Outlet Village to popular attractions, including the Theatre of Digital Art, Madame Tussauds, Tr88house, Museum of Illusions, Dubai Holding Asset Management’s retail destinations captivate millions of visitors and tourists every year. Meanwhile, the niche and vibrant community centres as Bay Avenue, Mudon Community Centre, and Serena Marketplace play a vast role in enhancing the overall quality of life in residential communities, making neighbourhoods more vibrant and connected. In 2022, Dubai Holding Asset Management’s retail destinations collectively attracted over 28 million visitors and hosted over 75 events across the portfolio.
Dubai Asset Management maintains a substantial presence in Dubai with a leasing portfolio of 15 distinct residential communities, elevating the city’s global recognition as one of the most desirable and liveable destinations worldwide.
About the Job:
An opportunity has arisen for a Senior Executive Operations to join Dubai Holding Asset Management. The main duties and responsibilities of this role include:
The Senior Executive – Operations plays a key supporting role in managing daily mall operations. The role ensures operational efficiency across facilities, tenant coordination, compliance, customer experience, and marketing support. The position works closely with internal teams and vendors to support execution and resolution of operational tasks in a timely and professional manner.
Overall responsibilities: Supports the Associate Director /and in absence of Operations Manager undertakes the below responsibilities:
• Contribute to the execution of the Mall strategies to enhance operational efficiency, customer satisfaction, and cost control. • Collaborate cross-functionally to support leasing, marketing, FM, and service delivery goals.
• Ensure regulatory compliance and proactively manage operational risks.
• Recommend long-term asset upgrades and sustainability initiatives.
• Drive continuous process improvements and operational innovation.
• Lead vendor performance reviews and optimize service contracts.
• Resolve issues arising within the common areas in coordination with the community management team (where applicable). Financials / Budget Preparation.
• Assist Operations Manager in preparation of operational budgets, monitor PRs/POs, and coordinate supplier follow-ups.
• Support the Operations Manager in preparing tracker and status on the CAPEX or G&A spend and cost savings etc.
• Support Operations Manager in review contracts for LPG, chilled water, and parking management to identify cost-saving opportunities. Managing Daily Operations:
• Conduct routine inspections, manage permit requests, follow up on tenant complaints, and assist in utility coordination.
• Coordinate minor access permits, emergency support, and key management for vacant units.
• Track and review footfall and car park reports and systems to provide accurate reports business analysis.
• Work along the operation team is conducting daily asset audits, and that audit reports are completed, processed, and reported to the relevant team for action and closure
• Attend calls and timely respond to operational queries related to the mall and any issues related to mall services to ensure critical issues are resolved and escalated on time to the Operations Manager or concerned staff in order to provide efficient customer service for all the tenants.
Ensure tenant quires are responded to and closed in time as per the agreed KPIs on the turnaround time etc.
• Assist with operational readiness for marketing events and ensure minimal disruption to tenants and visitors. Asset Look and Feel / FM Coordination & Support
• Ensure closure of FM findings related to mall defects, fire & safety, security, maintenance, and cleanliness.
• Participate in regular meetings (bi-weekly) with FM, HSE, and Security teams to streamline operations and coordinate assets’ activities and maintain meeting records.
• Monitor and oversee the Footfall system, Parking data, WIFI connection and Music system implementation and operation, ensuring accurate and timely reporting.
• Lead quarterly inspection reports for empty units and ensure documentation compliance.
• Leads the tenants’ permit request related to operations, ensures timely resolution on tenant enquiries.
• Work with Operations manager in maintaining and upkeeping of the assets’ internal and external Way finding and signage. Tenant Fit-out Activities Coordination
• Oversee vacant unit readiness and tenant handover with RDD team.
• Support tenant fit-out documentation, and variation request coordination.
• Facilitate tenant renovation and partial renovation activities.
• Works closely RDD and FM to ensure timely closure of any issues hindering tenant’s fit out process and ultimately support the tenants’ meeting their target opening dates.
• As part of the “Permit to Trade” issuance requirements, ensure collection and verification of the tenants’ relevant compliance documents and forward them to TR team. Communication and Coordination with other departments
• Maintaining clear and effective communication with team members, and managers.
• Collaborating with other departments to ensure seamless operations.
• Communicating operational updates and reporting to relevant departments.
• Maintain regulatory records, track HSE audit points, and assist in permit processing and policy implementation.
• Assess operational, HSE, and warranty feasibility for marketing, STR, MP events, and installations.
• Coordinate with marketing and media team on site coordination for any activation to maintain smooth tenant and customer experience during promotions. Tenant Relations.
• Lead tenant inspections, technical requests, complaints, permit issuance, and exit processes.
• Work in coordination with tenant relations team, on management of tenant’s utility billing, ensuring utility readings are submitted to TR team, and invoices are timely issued.
• Ensure all maintenance and safety issues highlighted by the tenants and communicated by the tenant relations team are promptly escalated and resolved. Compliance
• Maintain and report on the Asset compliance (DCD AMC, trade licenses, insurances).
• Ensuring compliance with relevant legal, safety, and company policies. Identifying and mitigating potential risks to the business. Maintaining accurate compliance records and documentation related to operational activities.
• Customer Satisfaction and Service: Support analysis of customer feedback, help implement enhancement initiatives for asset look and feel improvement, and addressing operational bottlenecks that impact customer service, and ensure timely follow-up on issues.
About You:
The ideal candidate for this position will have the following experience and qualifications:
Minimum Qualification: Bachelor’s degree in business, Operations Management, or a related field.
Experience: Minimum 5 years’ experience, preferably in malls, real estate, or retail operations.
Technical Competencies: Ability to analyze data, identify trends, and make data-driven decisions, important for optimizing processes and improving overall performance
• Building strong relationships with colleagues and stakeholders, fostering teamwork, and resolving conflicts are all important aspects of operational effectiveness.
• Sound understanding of HSE, compliance, and customer experience practices.
• Excellent communication, analytical thinking, and problem-solving ability.
About the Benefits:
At Dubai Holding, we're committed to nurturing the success and well-being of our
colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits
package that includes competitive compensation, career development opportunities, and
a collaborative work environment. We strongly believe in creating an empowered
workforce that will help us build a connected city for tomorrow. We are committed to
attracting the brightest minds and nurturing the most pioneering candidates who desire
to make a great impact on the future of Dubai.