Operations Manager

About Us: Arada Mall is one of the largest malls in East Africa, envisioned as a premier retail and lifestyle destination designed to bring together world-class brands, refined during experiences, and high-quality services within an elegant and modern environment. Every aspect of the development has been carefully designed to meet international benchmarks in quality, design, and customer experience. More than a shopping destination, Arada Mall will serve as a vibrant hub where business; lifestyle and culture come together setting a new standard for luxury retail in Ethiopia. Job Summary: The Operations Manager is responsible for overseeing the overall day-to-day operations of the mall, ensuring the highest standards of service delivery, facility performance, tenant satisfaction, and customer experience. The role focuses on maintaining operational excellence, supporting commercial success, and ensuring the mall operates in line with international standards expected of a premium retail and lifestyle destination. Duties and Responsibilities: Operational Management Oversee daily mall operations to ensure smooth and efficient functioning across all departments. Develop and implement operational policies, procedures and standard operating guidelines. Monitor operational performance and ensure consistency in service delivery. Drive continuous improvement initiatives to enhance operational efficiency. Tenant and Stakeholder Management Build and maintain strong relationships with tenants to ensure high levels of satisfaction and retention. Act as the main point of contact for operational issues and tenant concerns. Collaborate with leasing and marketing teams to support tenant performance and engagement. Manage service providers and ensure compliance with agreed service standards. Customer Experience and Brand Standards Ensure the mall environment reflects a premium, safe and welcoming atmosphere at all times. Oversee cleanliness, security and overall ambiance of the mall. Monitor customer feedback and implement improvements to enhance experience. Ensure all operations align with the mall’s brand standards and luxury positioning. Facilities Oversight Supervise facility management functions including maintenance, safety and technical operations. Ensure preventive maintenance programs are implemented effectively. Monitor performance of key systems such as HVAC, electrical and safety systems. Work closely with the Facility Manager to ensure minimal downtime and operational efficiency. Financial and Budget Management Assist in the preparation and management of the operational budget. Monitor operational costs and identify opportunities for efficiency. Ensure cost control without compromising service quality and brand standards. Risk, Safety and Compliance Ensure compliance with health, safety and environmental regulations. Oversee emergency response procedures and crisis management plans. Conduct regular inspections and risk assessments to maintain a safe environment.