Job Requirements

1. Attitude and Mindset

• Demonstrate a willingness to take on challenges and accept all assigned responsibilities.
• Always show determination, urgency, and decisiveness in all tasks; work with high responsibility, proactiveness, and without avoidance or dependence.
• Work with urgency and a strong service mindset, resolving colleagues, partners, and customers’ issues promptly, thoroughly, and satisfactorily.
• Be fair and firm in addressing behaviors that do not align with the corporation’s culture and regulations.

2. Key Responsibilities

2.1. Develop a Comprehensive Operations Strategy 

• Formulate and update an operations strategy to ensure system-wide consistency, aligned with the company’s business development strategy.
• Design the organizational structure and optimal staffing levels, meeting operational capacity requirements at each stage (Deputy CEO – Regional Directors – Shopping Mall Management Boards).
• Prepare and oversee the annual operations plan, covering objectives on quality, cost, safety, and performance.

2.2. Establish Operational Standards and Evaluation Framework

• Issue and update the Vincom Operations Standards (SOP, technical standards, service standards, safety regulations, etc.).
• Develop a comprehensive operational KPI system: asset renewal needs, occupancy rate, energy consumption, costs, customer satisfaction scores, operating cost per m², etc.
• Design an internal control system, conduct periodic evaluations, and perform nationwide operational audits (monthly/quarterly/annually).

2.3. Supervise the Setup and Launch of New Shopping Malls

•  Direct and monitor the initial setup process of new shopping malls: investment standards, design, trial operations, handover checklists.
• Coordinate with related departments (Investment, Sales, Design, Legal, etc.) to ensure the mall is operational on schedule, within budget, and meets quality standards.
• Assess commercial exploitation potential and develop operational performance indicators for initial revenue generation.

2.4. Asset Management & Outsourced Service

• Design and control a comprehensive asset management system (asset lifecycle): maintenance, repair, replacement.
• Establish and monitor material, energy, and equipment usage standards at malls to optimize efficiency and cost.
• Control the process of selecting, evaluating, and managing outsourced service providers (cleaning, security, parking, etc.).

2.5. Enhance Customer Experience & Shopping Experience

• Develop Vincom’s standard customer experience guidelines: from space design, store layout, amenities to service culture.
• Coordinate with the Operations Marketing team and mall management boards to implement marketing campaigns at key destinations.
• Lead training programs and promote service culture across all operations and store staff.

2.6. Operations Policies & Procedures: Contracts, Handover, Risk Control

• Issue the operational lifecycle process for tenants: from onboarding, handover, construction, performance monitoring, to handling complaints and termination.
• Design a centralized data system to monitor contract renewals, pricing, conversion – attrition rates, and provide operational risk alerts.
• Coordinate with the Sales and Legal departments to handle debt collection and operational disputes.

2.7. Ensure Legal Compliance & Cross-Department Collaboration

• Analyze and monitor operational P&L reports by mall and across the system.
• Act as the focal point between Sales, Marketing, Finance, Legal, etc., to ensure overall operational efficiency for each mall and the network.
• Propose initiatives to reduce costs and improve operational efficiency on a regular basis.

2.8. Safety – Compliance – Operational Risk Strategy

• Design and oversee the implementation of a comprehensive safety framework: fire protection, occupational safety, and operational security at malls
• Ensure all malls comply fully with legal regulations and internal policies.
• Lead periodic operational risk assessments, implement preventive measures, and address incidents promptly.

3. Competency Requirements

3.1. Education & Work Experience: Bachelor’s degree or higher in Economics, Commerce, Real Estate, Marketing, Business Administration, Finance/Investment, or other relevant fields.

3.2. Professional Experience

• Over 10 years of senior management experience in system operations within retail chains/service businesses of large scale (>50 locations) or commercial real estate services.
• Systematic thinking, professional operations management, strong knowledge in setup and management of assets, customer services, and contract law.
• Strong leadership, coordination, and decision-making skills in a fast-paced environment.