General Manager, Operations

This role oversees endtoend facility operations, sales, and customer service across ESA facilities in Singapore and Malaysia, ensuring seamless coordination between customer service and facility leaders to execute operational strategies that drive revenue, sales performance, and market share growth. The General Manager focuses on operational efficiency and consistently delivering exceptional customer experiences through differentiated offerings, strong productivity, and continuous learning and development. A key part of the role includes elevating service delivery by implementing modern service standards, training protocols, sales strategies, and bestpractice procedures to strengthen product presentation and overall portfolio performance.

Responsibilities

1. Operations Excellence

• Establish and uphold consistent operational standards, policies, and internal controls across all facilities.

• Evaluate and optimise management practices to enhance operational performance.

• Manage budgets, costs, and financial plans to achieve targeted results.

• Drive operational improvements by identifying opportunities and resolving challenges collaboratively.

2. Facility & Asset Management

• Oversee facility operations, repairs, maintenance, and CapEx works to ensure timely and on-budget delivery.

• Coordinate with Asset Management on portfolio expansion, optimal unit mix, and new developments.

• Lead preventative maintenance programmes to optimise plant and machinery performance.

• Manage contractor and supplier performance to support operational needs.

3. Customer Service & Experience

• Strengthen customer experience through standardised service delivery and enhanced customer journeys.

• Implement training for customer-facing teams to elevate service consistency and professionalism.

• Drive renewal performance, rental growth, and customer lifecycle value.

• Leverage data and analytics to enhance targeting, conversion, and financial outcomes.

4. Revenue & Sales Performance

• Partner closely with the revenue team to achieve occupancy and rental targets.

• Oversee sales-related operational initiatives that support market share growth.

• Ensure accurate tracking of sales and service metrics for decision-making.

• Support the development of strategies that maximise revenue opportunities across the portfolio.

5. Strategic Leadership

• Maintain strong relationships with local authorities and regulatory bodies.

• Monitor industry trends and introduce innovative operational concepts.

• Lead implementation of new technologies that enhance efficiency and customer experience.

• Represent ESA as a senior leader, strengthening brand presence within the industry.

6. Culture & Organisational Development

• Foster a collaborative, performance-driven culture across all facilities.

• Partner with HR and consultants to drive training, development, and staff engagement initiatives.

• Build a strong succession pipeline for site leaders and functional heads.

• Ensure compliance with internal operational policies and organisational standards.

7. Learning & Development

• Lead operational training to build capability and uplift service standards.

• Identify skills gaps and align training to business objectives.

• Promote continuous learning and structured career development.

• Cultivate a workforce committed to operational excellence and customer-centricity.

8. Team Leadership & Management

• Inspire and engage facility teams to maintain high productivity and a positive team environment.

• Provide direction to achieve budgeted results and operational KPIs.

• Facilitate regular communications to ensure clarity of priorities and alignment across teams.

• Partner with business leaders to ensure cohesive communication and collaboration

Qualifications & Experience

• Possess tertiary education with relevant and proven management experience in facility, property, retail, or hospitality sectors self-storage experience will be beneficial

• Strong financial acumen with knowledge of P&L, budgeting, and cost management.

• Excellent interpersonal, communication, and presentation skills.

• Demonstrated ability to lead, motivate, train, and manage diverse teams.

• Detailoriented, results-driven, proactive, and hands-on.

• Strong organisational, problemsolving, negotiation, and conflict resolution skills.

• Strategic thinker with the ability to multi-task effectively.

• Energetic, collaborative, and values-driven team player with high integrity and passion.