Operations Senior Manager

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 relationshi