Mall Operations Lead: FM, Projects&Guest Experience

<p><strong>Job Requisition ID:</strong>177183<br><br>Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.<br><br>By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day<br><br><strong>Overview Of the Role:<br><br></strong>The Assistant Operations Manager supports the day-to-day operational excellence of Dubai Festival City Mall and Marsa Boulevard, with a primary focus on Soft and Hard Facilities Management, contract performance, project coordination, and frontline operational representation.<br><br>The role acts as a key support function to ensure service quality, safety, asset integrity, customer experience, and stakeholder coordination—particularly during events, weekends, and holidays.<br><br><strong>What You Will Do:<br><br></strong><ul><li>AMC Performance&FM Contract Management (Soft&Hard FM)<br><br></li></ul><strong>Hard FM (Technical&Asset Management):<br><br></strong><ul><li>Support the monitoring and performance evaluation of Hard FM AMCs, including MEP systems, HVAC, electrical, plumbing, fire&life safety, BMS, vertical transportation, and specialist systems.</li><li>Assist in reviewing KPI/SLA compliance, service reports, asset coverage, preventive maintenance plans, and corrective actions.</li><li>Support site inspections to verify workmanship quality, response times, and asset performance.</li><li>Identify recurring issues, missed assets, and operational risks, escalating concerns with clear recommendations.<br><br></li></ul><strong>Soft FM (Customer-Facing Services):<br><br></strong><ul><li>Support the performance management of Soft FM contracts, including cleaning, waste management, pest control, landscaping, security coordination, and concierge-related services.</li><li>Conduct inspections and audits to ensure hospitality-level standards, hygiene, presentation, and customer experience.</li><li>Support service improvement initiatives based on customer feedback, audits, and operational observations.<br><br></li></ul><strong>General Contract Oversight:<br><br></strong><ul><li>Assist in performance rating exercises, deductions, corrective action tracking, and monthly/quarterly reviews.</li><li>Maintain structured documentation, logs, and follow-ups to support governance and audits.</li><li>Project Management Support&RFP Coordination</li><li>Support the planning, coordination, and execution of refurbishment projects, minor capital works, and asset lifecycle replacement projects.</li><li>Assist in developing RFPs, scopes of work, technical clarifications, BOQs, and evaluation support in coordination with Procurement and internal stakeholders.</li><li>Support site coordination during project execution, including contractor access, safety compliance, phasing, and operational continuity.</li><li>Monitor project progress against timelines, budgets, and quality expectations.</li><li>Support defect tracking, snagging, and handover documentation.</li><li>Ensure refurbishment works align with operational requirements, customer experience, and asset protection objectives.</li><li>Marsa Boulevard&Mall Duty Management</li><li>Act as Duty Manager coverage for Dubai Festival City Mall and Marsa Boulevard, particularly during:</li><ul><li>Events</li><li>Weekends</li><li>Public holidays</li><li>Peak trading periods</li></ul><li>Conduct operational inspections and audits covering safety, cleanliness, tenant compliance, and customer experience.</li><li>Represent management on-site, acting as the first point of escalation for operational incidents.</li><li>Coordinate with multiple departments including:</li><ul><li>Security</li><li>Marketing&Events</li><li>Leasing&Retail Delivery</li><li>Hard&Soft FM teams</li><li>External authorities and service providers (as required)</li></ul><li>Support event readiness, operational walkthroughs, and post-event reviews.</li><li>Ensure compliance with mall policies, HSE standards, and operational procedures.<br><br></li></ul><strong>Work Pattern&Shift Requirements<em>(Add as a standalone section)<br><br></em></strong><ul><li>This role is shift-based, requiring flexibility to work across rotational shifts.</li><li>Coverage includes weekends, public holidays, evenings, and event days, in line with mall and Ma