Building Manager Cum Customer Liaison Head — Bangunan Sultan Abdul Samad

The Customer Liaison Manager serves as the primary operational and relational bridge between site management, occupants and tenants, local authorities, event organisers, and external visitors at Bangunan Sultan Abdul Samad. Given the iconic heritage status of the building, this role requires a unique balance of high-touch customer service, strict heritage preservation awareness, regulatory compliance, and diligent oversight of mechanical and electrical (M&E) operations and defect management. The role reports to the Centre Manager.

Key Responsibilities and Accountabilities:

1. Tenant Management and Stakeholder Relations
   • Serve as the principal point of contact for all building occupants and tenants regarding daily operational matters, requests, and notices.
   • Facilitate seamless tenant onboarding, move-ins and move-outs, fit-out rules enforcement, and handovers in accordance with heritage building guidelines.
   • Establish and execute strict Service Level Agreements for incoming requests: 24 hours formal acknowledgement of all inquiries and issues; 3 working days action or resolution update for non-complex operational requests; 14 working days detailed investigation report and action plan for complex technical or legal matters.
   • Maintain an active tenant and occupant communication log and organise periodic management-tenant liaison meetings to foster collaborative relationships.
2. Customer and Visitor Experience
   • Design and implement customer experience standards that reflect the prestige and historical significance of Bangunan Sultan Abdul Samad.
   • Monitor front-of-house operations, visitor traffic flow, directional signage, and general site cleanliness to maintain an exceptional visitor journey.
   • Manage feedback and grievance resolution mechanisms promptly, ensuring diplomatic yet firm resolution of site issues.
3. Local Authority and Regulatory Compliance Liaison
   • Act as the key liaison officer with relevant local council authorities (e.g. DBKL), Jabatan Warisan Negara (National Heritage Department), Bomba, and law enforcement.
   • Coordinate routine regulatory inspections, licensing renewals, heritage compliance audits, and statutory certifications.
   • Facilitate official visits, government delegation walkthroughs, and VIP protocol management as required.
4. Events Management and Coordination
   • Review, evaluate, and approve event applications, filming requests, and public activations taking place within or around the building precinct.
   • Collaborate with event organisers to enforce strict Heritage Site Event Guidelines, ensuring zero damage to structural or facade elements.
   • Oversee site logistics, crowd control, temporary utility supply approvals, noise level compliance, and post-event reinstatement inspections.
5. M&E Maintenance Oversight and Defect Reporting
   • Conduct daily site walkthroughs to audit overall building condition, M&E infrastructure, lighting, plumbing, and public amenities.
   • Monitor on-site M&E operations and work closely with appointed maintenance vendors and technical technicians to ensure preventive maintenance schedules are strictly met.
   • Log, track, and escalate structural, architectural, or M&E defects; generate systematic defect reports with root-cause analysis and rectification recommendations.
   • Ensure all physical repairs and contractor works strictly adhere to non-destructive methods appropriate for heritage assets.

Requirements:

• Bachelor’s Degree in Property Management, Estate Management, Facilities Management, Hospitality, Communications, or a related field.
• Minimum of 5 years of progressive experience in property management, facilities operations, customer liaison, or asset management.
• Prior experience managing heritage assets, iconic commercial landmarks, or government-linked facilities is highly advantageous.
• In-depth understanding of building M&E systems (HVAC, fire protection, electrical distribution, plumbing) and building defects management.
• Strong working knowledge of Malaysian statutory requirements, local council regulations (DBKL), and heritage conservation standards (Akta Warisan Kebangsaan).
• Exceptional interpersonal, negotiation, and conflict-resolution skills.
• Excellent spoken and written command of Bahasa Malaysia and English.
• Authoritative yet diplomatic communication style with high attention to detail and systematic documentation habits.