Customer Relations Service Manager

Multi-Mall Security Oversight
-Provide strategic guidance and operational support to the security teams across all 25 mall branches, ensuring adherence to established security policies, procedures, and best practices.

Guard Force Management (Oversight)
-Oversee the performance, training, and deployment of the 209 guard force personnel across all malls, working closely with on-site security managers and HR to ensure adequate staffing levels and competency.

ERT Quick Response Leadership
-Act as the central point of contact and leader for the quick response to all Emergency Response Team (ERT) related issues across all malls. This includes developing protocols, coordinating resources, and ensuring timely and effective intervention.

Incident Management (Multi-Mall Coordination
-Monitor and support the management of security incidents across all malls, providing guidance and resources as needed.

Critical Incident Management & Escalation
-For critical incidents, take a central role in coordinating the initial response, escalating to the CRS Head and relevant Head Office department heads, and providing ongoing support to the affected mall to facilitate rapid resumption of operations.

Policy & SOP Review & Development
-Lead the review, update, and development of standardized security policies, Standard Operating Procedures (SOPs), and emergency response protocols across all mall branches.

Cost Management (Central Oversight
-Develop and manage the security budget for all 25 malls, ensuring cost-effective resource allocation and adherence to budgetary guidelines.

Security Agency Management
-Oversee the performance and contracts of security agencies providing guard force services, ensuring compliance with service level agreements and identifying opportunities for optimization.

Training & Development (Central Oversight
-Oversee the development and delivery of consistent security and ERT training programs for all security personnel and relevant staff from other departments across all malls.

SME (Subject Matter Expert) for Security Operations
-Act as the central point of expertise for all security-related matters, providing guidance and support to mall security teams and other departments.

Communication & Liaison
-Serve as a key communication point between Head Office and the security teams at each mall, as well as with relevant external agencies on multi-mall security matters.

Technology & Resource Management (Central Support
-Evaluate and recommend security technologies and resources that can be implemented across multiple malls to enhance efficiency and effectiveness.