Operations Executive, Mall of the Emirates - UAE National

Date: 26 May 2024

Location: AE

Company: Majid Al Futtaim

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 45,000 team members in 17 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.




Operations Executive


Role Holder (if currently filled):

Role archetype


Individual Contributor



Shopping Malls – Asset Management – Mall Operations


Reporting to


Manager - Operations


Managing/Leading (if applicable):

Date of last revision




Role Purpose:


The position is mainly responsible to effectively Administer the day to day operations of the Centre in terms of Centre Presentation, Security, Safety, Cleaning, Engineering, Facilities and Ambience and ensure that all are kept up to the highest quality standards in order to meet all tenant and customer requirements.


Role Details – Key Responsibilities and Accountabilities:


  1. Administer the day-to-day operations of the Centre in terms of Centre Presentation, Security, Safety, Cleaning, Engineering, Facilities and Ambience and ensure that all are kept up to the highest quality standards in order to meet all tenant and customer requirements.
  2. Maintain relations with relevant authorities (Local Emergency services including Police, Civil Defence and Fire & Paramedic Services) to receive the right support on a continuous basis.
  3. Inspect the property on a regular basis, paying particular attention to cleanliness, preventive maintenance, health and safety, fire and safety, security, and parking. Identify & inform Management of any Health & Safety risk related to the mall building that may affect employees, contractors & the public.
  4. Estimation, preparation and control of Capex and Operating budgets, establish priority-based budget and effective utilization to maintain timeline. Monitor cash flow management.
  5. Audits relating to FM, Fire, Health and Safety, Security and Internal Audits are carried out while to ensuring audit recommendations are implemented within specified timelines.
  6. To ensure all related property inspections are carried out, submits reports, and implement remedial measures in a timely way.
  7. Management of hard and soft services contracts in terms of budgeting, scheduling, effective utilization of manpower, Inspections, reports and regular communication with the contractor to ensure that the mall's standards, KPI’s, SLAs are met.
  • Enova
  • Pest Control
  • Security (Inc: CCTV, Paid Parking, Park Assist)
  • Traffic Management
  • Housekeeping
  • Car Wash
  • High Level Cleaning
  • Waste Management
  • Landscaping
  • Valet Service
  • LPG System
  • Mall Fragrance
  • Hoarding
  • ShopperTrak
  1. Manage the traffic management system including traffic team coordination and scheduling, system maintenance and fine tuning (barriers, counters, CPMS machines, variable message signage, Park Assist), taxi management & smart parking initiative. Provide a summary on a weekly basis to the Management of the mall.
  2. Explore, create, and suggest to the Mall Management additional unutilized areas within the mall which can be converted in a revenue generating area.
  3. Administer cleaning contract, including scheduling of cleaning staff, implementing cost cutting program and improving cleaning efficiencies.
  4. Enforce and ensure that rules and regulations are adhered by all the tenants with focus on operating hours, delivery schedule, waste removal, promotional signs, and other related issues.
  5. Ensure that the sustainability targets including the waste management in the assigned mall(s) are achieved.
  6. Provide all necessary data / reports concerning to Mall Operations to Mall Management for their review as and when requested.
  7. Ensure full compliance with SMAM policy procedure, system, and guidelines (e.g. Health and safety, fire, crisis management, Tenant portal, IRO, POS link etc.) Promote and undertake sustainability initiatives in coordination with the relevant department.
  8.  Ensure total compliance with the MAFP SMAM’s Code of Conduct, Departmental policies and HC Policies and Procedures.
  9. Be the advocate and ambassador of aligning and cascading the MAFAM values across SMAM and ensure that relevant team adhere to and exhibit the same all the time.
  10. Build the capability of staff reporting (third party vendors) into providing on time regular feedback including monthly review on performance and identify areas of improvement / reinforcement for further development.
  11. For mall/drill activities, a Fire Safety Program should be established.
  12. Ensure that the following training programs are provided to service providers and team members in order to improve their skill set, response speed, and customer service skills.


  • Fire Safety
  • Emergency & evacuation procedures
  • First Aid and its application
  • Disaster management and business continuity
  • Customer requirements, satisfaction, expectations, and preferences


  1. Lead by example – thrive to create an honest and open work environment where individuals collaborate /support each other as a team and are passionate to achieve a common business objective.
  2. Capability of preparing scope of work for all third-party service providers such as Cleaning, Security, Landscaping etc.
  3. Knowledge of managing small scale in-house projects
  4. Handling of tenant related issues and customer complaints and provide resolution in timely manner
  5. Keep tracker of incident, accidents, damages and liaison with property insurer for further process and claims





Disclaimer: This role description reflects the general details considered necessary to describe the principal responsibilities of the role identified and shall not be construed as an exhaustive description of all the work requirements inherent to success in the role.



Soft Skills Required


  • Strong communication skills.
  • Strong interpersonal skills
  • Strong negotiation skills.
  • Decision-making skills.
  • Solid understanding of financial and budgeting processes.
  • Awareness of internal and external customer needs.
  • Reporting skills.
  • Problem solving skills.




Personal Characteristics and Required Background:


Minimum Qualifications/education

  • Bachelor’s degree / Operations Management or equivalent.
  • Experience in management, operations, and leadership skills.
  • Is a proficient user of MS Office and MS Project – AutoCAD is an added value.
  • Meticulous and detail oriented while does not lose focus of the big picture.
  • Is a team player, well-tempered, capable of working under pressure and following instructions to detail.



Minimum experience

  • Minimum 4 - 6 years of work experience in managing Mall Operations / maintenance, Safety & Security, and Facilities management preferably in a reputed large shopping malls / Real Estate company in GCC or abroad in a similar role.



Signature of Role Holder:


Approved By




Head of Division/Department/Sec:


Head of Human Capital: