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 40,000 team members in 15 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.
Role Purpose:
The role of the Senior Operations Manager is to provide leadership, and
operational direction to team members across Leisure and Entertainment
assigned site/s. This role will also ensure working closely with the Head of
Operations Manager to secure topline, bottom-line revenues, policies,
procedures and setting the Key Performance Indicators for their designated
locations.
Role Details - Key Responsibilities and Accountabilities:
- Leadership, Planning & Delivery
- Ensures that all sites are operating in line with set SOPs while ensuring adherence to MAF policies and guidelines.
- Manages and guides management team with operational issues and areas of concern to ensure that matters are resolved within agreed timelines and efficiency.
- Continuously monitors performance assigned operations and ensures adherence to operations budgets for the site and reports any variances.
- Accountable for implementation and coordination of periodic audits and closure of audit findings within timelines.
- Supports new or expanding sites, specifically focusing on the validation of procedural/operational aspects and customer satisfaction.
- Creates and maintains a customer-focused environment with regular end-user feedback and NPS review.
- Responsible for customer satisfaction by actively inspecting on-site service activities by making regular site visits and engaging end-user feedback.
- Owns customer escalations, root cause analysis, and issue resolutions to ensure optimal customer satisfaction
- Responsible for creating/conducting site required reporting, customer presentations and business reviews to ensure alignment.
- Responsible for effective implementation and management of Customer Service Excellence.
- Works with internal stakeholders to cascade any relevant programs or initiatives which may impact the overall experience or site performance.
- Collaborates with other leaders, team members, and internal or external customers to implement a solution or initiative.
- Identifies gaps in service delivery and adjusts process documentation to work within framework.
- Ensures that all programs and initiatives are executed in a timely manner and in alignment with quality requirements by utilizing program tools and best practices.
- Ensures quality and productivity standards are being met by on-site managers including inspection of area SOP guide, document procedures for the on- site services.
- Maintains knowledge of services and solutions.
- Responsible for the management of all site associate managers/managers in their respective area including reviewing staffing levels/ requirements, identifying training needs, and administering performance measurement on a continuing basis.
- Takes full responsibility of the overall quality and presentation of the designated site offer and brand and ensures the highest levels of customer satisfaction are achieved at all times across all their identified stores.
- Ensuring that all designated locations are handling their stock levels effectively and are ordering their stock smartly in order to benefit the overall location cost lines.
- Makes recommendations and actively contributes to the preparation of all annual store budget in area, in conjunction with the Head of Operations, Country Head and the central LEC Finance team.
- Represents each of their respective business units internally and externally and presents in detail each area of the operational performance for each store at the monthly Business Review meetings.
- Forges relationships with all internal functions, across both Leisure and Entertainment, to ensure effective support to their designated stores.
- Monitors the performance of competitors and investigate the market for new initiatives to improve business performance.
- Creates and presents relevant business reports as required.
- Works in conjunction with the Human Capital team to ensure the proper planning and operation of all the in-store teams within their area to ensure maximum profitability of the business.
- As required, to liaise with the relevant Mall Management regarding any issues or concerns, ensure you have an open line of good communication and relationship and each Mall of respective stores.
- Assists the marketing manager in the implementation of in store promotions for all stores and actively promote new ideas and promotions.
- Required to carry out other duties and project work as and when required by the Head of Operations.
- Oversees and co-ordinates all new installations and refurbishments to their designated stores in conjunction with the Project Team, including assistance where necessary with the necessary approvals, e.g., RDD and paperwork submission.
- Manage and develop professional framework and support network in terms of technical performance of all assets, their preventative maintenance, the managing of logistics and spare parts as well as the competence enhancement of all technical personal to optimize performance at full capacity and utilization of its assets and its facilities.
- HSE
- Works closely with the HSE team to ensure and inspect service delivery standards and drive continuous improvement.
- Ensures quality and productivity standards are being met by on-site managers including inspection of area SOP guide, document procedures for the on- site services.
- Promotes a culture of safety and security with the team and oversees any health and safety or crisis management.
- Monitors team members' behaviors to ensure compliance to relevant HSE policies and procedures.
- Maintains a working knowledge of all statutory regulations affecting restaurant health and safety and ensure that any safety hazards are identified and rectified.
- Follow all local/regional/ applicable Health, Food Safety legislative requirements.
- Ensures quality and productivity standards are being met by on-site managers including inspection of area SOP guide, document procedures for the on- site services.
- Team
- Leads and manages team through all phases of change management.
- Promotes effective use of internal recruiting and selection process to attract and hire talent.
- Identifies employee training and development expectations to meet customer experience initiatives.
- Establishes goals, clarifies roles and responsibilities, and holds work group members (Internal/External) accountable.
- Continually monitors, evaluates, and recognizes employee excellence leveraging internal recognition programs.
- Confronts performance issues and collaboratively establishes steps for improvement including managerial courage to act and make necessary decisions.
- Sets expectations and empowers others to solve problems and facilitates discussions that generate creative solutions and removes obstacles to necessary process changes.
- Succession planning for all stores in your area, including but not limited to management development programs from team leader and above, in co-ordination with Learning and Development and Human Capital Departments
- Monitors their staff performance throughout the year and carries out the required periodic performance review for his/her staff in a timely and professional manner and participates fully in the evaluation of staff.
- Finance
- Ensures profitability of all assigned accounts down to individual site locations and assists the Head of Operations with actions to achieve financial goals.
- Constantly reviews the staff costs in line with revenue and budget requirements, including the justification of temporary staff requirements, and ensures the effective and efficient use of staff across all their stores.
- Submit Quarter revenue forecast based on actual performance for previous period.
- Submit detailed financial budget lines.
- Actively drives the marketing, pricing, and the commercial and operational strategies of each store in conjunction with the relevant support functions, to maximize financial performance.
- Monitors performance against targets, create objectives to assist in achieving targets, with clear business plans to maximize each store performance to be reviewed monthly.
- Identifies assets that may be required and creates a Capital Expenditures (CAPEX) plan for the respective business unit.
- Monitors the financial functions of the site/s to ensure the integrity, accuracy and timeliness of cash management, financial data, and reporting.
- Monitors revenue activity reports and financial statements to determine progress and status in attaining operation's objectives, develop strategies, and initiate activities to address areas of concern.
- Ensures the site's compliance with all contracts, legal agreements and the proper execution of all municipality and government requirements.
- Creates, maintains, and evaluates commercial targets of the facility in cooperation with the Line Manager and/or Head of Department.
- Ensures revenue targets are met on a monthly, quarterly, and annual basis for the complete set of revenue streams.
- Maintains cost management by achieving EBITDA and Net Profit targets on a monthly, quarterly, and annual basis.
- Prepares annual operating plan and budget for the assigned site/s, shares P&L control with the Line Manager and/or Head of Department.
Measure of Success - Illustrative KPIs:
- Responsible for generating budgeted sales and Income Before Interest and Depreciation and Amortization (EBIDA) assigned to each store.
- Manage and control of Operating Expenses (OPEX) within the budget assigned to each relevant Store.
- Responsible for monitoring and driving the positive NPS scores in each of their designated stores
- Responsible for implementing capital plan and ensuring maintenance of equipment and assets, with current asset register for each store.
- Responsible of submitting next year budget lines as we as quarter sales forecast
- Responsible for generating different kinds of report including Operational, Financial and Performance reports.
- Developing and execution of ongoing business plans to maximize performance of each FEC, and subsequently completing the appropriate ROI analysis post project completion.
Other Context (if applicable):
- Outline any complexities or special requirements the individual should be aware of, e.g., mention here any specific role requirements such as travel, working hour flexibility.
- Experience in Crisis Management and/or emergency evacuation.
- Performs any additional adhoc duties as and when required by the Line Manager. Able to work a flexible schedule that includes evenings, weekends, and holidays.
- Occasional travel may be required within the region to support new project openings.
- Performs any additional adhoc duties as and when requested by the Line Manager and/or Head of Department.
- Adheres to MAF LEC policies and procedures with regards to HSE, grooming, code of conduct, work ethics, working hours and attendance.
- Responsible for assisting the Line Manager and/or Head of Department in achieving budgeted sales and (EBIDA) assigned to the site by the management.
- Assists the Line Manager and/or Head of Department in managing and controlling Operational Expenses (OPEX) within the budget assigned to the relevant site.
- Responsible for implementing capital plan and ensuring maintenance of site equipment/merchandise.
Personal Characteristics and Required Background:
Skillset (job specific technical skills and behavioral competencies
needed):
- Substantial ability to self-motivate and start with great sense of managing multicultural teams
- Advanced English language skills, both verbal and written is essential
- Excellent presentation skills are essential.
- Good financial acumen with ability to formulate and present detailed business plans to justify expenditure
- Proactive manager who motivates others to achieve goals
- Ability to form and foster relationships with internal and external sources for the benefit of the company
- Ideal candidate will be characterized through passion, energy, drive, delivery, process orientated, and people focused
- A 'People Person' who possesses sound leadership and development skills.
- Capable of handling pressure and meeting strict and short deadlines.
- Demonstrate clear business acumen and a proven track record of revenue and EBITDA performance with sound business and cost management.
Minimum experience
* At least five years' experience in a managerial role within the retail, leisure or hospitality sectors is required, with at least two of these years ideally involved in multi-site management.
Minimum Qualifications/education
* A degree as a minimum educational qualification. Professional qualification in the relevant field (Leisure, Hospitality, Business Administration is a plus.