KOAY YUAN LIN (Richard)

Property Management (Malls & Residences)

• Active involvement in any and all retail/property-management related projects (Mall revamp, Asset Enhancement Initiatives, etc).
• Managed the following 3 malls: Hartamas Shopping Center, Cheras Sentral, Suria Mall Putrajaya.
• Monitor and managed the following properties (strata): Plaza Damas 1 and Plaza Damas 3.
• Monitor the implementation and execution of property management and mall retail activities, ensure compliance with relevant statutory requirements based on latest Strata Management Act (Annual General Meetings, relevant renewals, etc).
• Coordinate the day-to-day operational activities over each property to manage expenses and streamline operations for the team.

Leasing & Tenancy (Retail)

• To spearhead and coordinate the efforts of the mall Leasing Team.
• Coordinate tenancy accounts and apply collection procedures on late-paying tenants across different outlets.
• Prepare leasing budget and rental plan for individual outlets.

External Collaborations

• Develop rapport with tenants, agents, customers, brokers, business partners, shareholders, etc.
• Communicate with owners, residents, and external stakeholders regarding respective strata-related matters.

Coordination Center

• Manage and coordinate relaunch/revamp efforts for existing outlets while being part of the project team to spearhead new projects for Mayland.

Team Management

• To streamline and manage respective Property Management Teams at a HQ level to ensure maximum efficiency and productivity of the teams.
• Direct the growth of the team through selection, training, compensation, company culture, image and motivation of staff.

Strategic Planning

• Responsible for strategic and operational planning of the business, reviewing and approving significant financial strategic plans including annual operating plans, and monitoring the implementation and execution of plans, and within stipulated financial measures.
• Stay informed about relevant strata legislation, regulations, and industry best practices: Ensure the strata property complies with local, provincial, and federal laws, Coordinate legal actions, such as liens or evictions, in consultation with legal counsel when necessary.
• Prepared reports and presentations for senior management, ensuring accuracy and timeliness
• Collaborated with senior management to develop and implement business plans that reduced costs and improved collections.

Property Management (Mall & Residences)

• Active involvement in any and all retail/strata property-investment related projects (Mall revamp, Asset Enhancement Initiatives, etc).
• Monitor and evaluate the day-to-day operations and control of the Property Management and Investment Division.
• Financial Management: Prepare/manage annual budget for the strata property; Collect strata fees, maintain financial records/reporting, and manage expenditures.
• Bylaw Enforcement: Ensure compliance with strata bylaws and regulations by monitoring and addressing violations; Investigate and resolve disputes among owners, tenants, or other parties.

Leasing & Tenancy (Malls in Kuching, Miri, Bintulu)

• To function as the spearhead for Leasing & Tenancy for Naim Holdings Sdn Bhd.
• Coordinate tenancy accounts and apply collection procedures on late-paying tenants across different outlets.
• Prepare leasing budget and rental plan for individual outlets.

External Collaborations

• Develop rapport with tenants, agents, customers, brokers, business partners, shareholders, etc.

Team Management

• To streamline and manage respective Property Management Teams at HQ and regional level to ensure maximum efficiency and productivity of the teams.

Strategic Planning

• Responsible for strategic and operational planning of the business, reviewing and approving significant financial strategic plans including annual operating plans, and monitoring the implementation and execution of plans, and within stipulated financial measures.
• Oversee the formulation of policies of the Group in relation to the Property Management and Investment Division's Business activities.

Mall Management

• Manage HeroMall Bandar Puteri Puchong, HeroMarket Sri Permaisuri, etc.

Leasing & Tenancy

• To function as the Head of Department for Leasing & Tenancy for My Hero Market.
• Renew and renegotiate terms of tenancies for each outlet, as well as review tenancy agreements to better reflect current needs of HeroMarket (as either Landlord or Tenant).
• Prepare leasing budget and rental plan for individual outlets.
• To study market demand, perform market research and develop a feasible leasing plan for lots owned or leased by the HeroMarket brand (Abah Deli, Mello Yello, Cosmo, Noko, etc).
• Negotiating with new potential prospects for tenancy at outlets (either leased or owned by HeroMarket).

Coordination Center

• Manage and coordinate relaunch efforts for existing outlets while being part of the project team to startup new HeroMarket/Hero Save Mart outlets.

Tenant Management

• Build and maintain strong relationships with tenants in order to facilitate the inclusion of their concepts as part of the master strategy and to build and maintain relationships.
• Monitor/revamp tenant mix to ensure commercial profitability to outlets where HeroMarket is the Landlord.
• Overseeing the liaisons between HeroMarket and the various mall management teams that have HeroMarket as a tenant.

Leasing Enquiries/Liaison Management

• To respond and follow-up on any leasing enquiries/leads.

Mall Projects

• Active involvement in any and all HeroMall related projects (Mall revamp, Asset Enhancement Initiatives, etc).

Overseen Marketing and Concierge Team

• Managed Marketing personnel and Concierge team (Customer Service personnel)

External Collaborations

• Managed setup of mini vaccination center (PPV) in conjunction with KKM and Astute Clinic, coordinate food bank initiative with Sofitel Hotel and Guocotower for Merdeka Month, etc.

Mall Signage

• Liaise with suppliers to obtain quotations for price comparisons and coordinate upgrades of all existing in-mall signage, directories, ingress/egress signage of the mall road, directional road signage outside the mall, and tenant hoardings.

Social Media & Marketing Materials

• Managed all mass communication media such as Facebook, Instagram, Marketing email, etc for DC Mall (tenant promotions, mall updates, seasonal greetings, etc), including all customer communications via Messenger and email.

Project Management

• Covid-19 SOP Signages, Sunway Malls Virtual Roundtable, eSunway Malls Merchant Onboard Training, Sunway Customer Engagement Hub, etc

Professionally represent company in events

• CX Summit 2019, Customer Contact Week Asia Virtual 2021, Retail Innovation Asia Summit 2020/21

Identify customer needs and the key drivers to reach customer satisfaction

• Market surveys and observing competitor malls for gaps to improve in customer satisfactions

Support multiple customer experience improvement initiatives within organisation

• Sunway SMART Parking customer education, review marketing medium messaging, evaluate Covid-19 SOP messaging within mall, support concierge teams

Implement an effective customer relationship management system to foster customer loyalty

• Close collaboration with selected developer in creating an omnichannel Customer Engagement Hub to unify customer care efforts across Sunway Mall

Marketing Mediums

• Website content, updated marketing materials such as flyers, etc

Project Management

• Short-stay Programs, Student Exchanges, Developing new Hostel Management Platform

Allocation of student rooms

• Handling of current tenant complaints Roommate disputes, room change requests, etc

Management of cases with parents

• Safety, violation of tenancy rules, etc

External engagement with Clients/Agents

• Government bodies such as Peneraju, JPA, Securities Commission Malayan