Job Title: Deputy Center Head

Department: Property Management

Reporting Manager: Center Head

Location: Thane/Pune

Position Summary:

The Deputy Center Head is responsible for supporting the Center Head in the overall management and performance of the mall. The role oversees day-to-day operations, tenant management, facilities, security, housekeeping, customer experience, revenue enhancement initiatives, and compliance activities to ensure the asset achieves its business objectives.

Operations Management:

- Assist the Center Head in the overall administration and management of the mall operations.

- Ensure smooth functioning of all operational services including engineering, housekeeping, security, parking management, landscaping, pest control, and other facility services.

- Monitor service levels of outsourced agencies and ensure adherence to agreed KPIs and SLAs.

- Conduct regular audits and inspections to maintain asset quality, cleanliness, safety, and operational standards.

- Ensure implementation of preventive maintenance schedules and business continuity plans.

Tenant Relationship Management:

- Build and maintain strong relationships with tenants to ensure high levels of tenant satisfaction.

- Coordinate with leasing, tenant coordination, fit-out, and operations teams to facilitate seamless tenant onboarding and store openings.

- Address tenant concerns, operational issues, and escalations in a timely manner.

- Monitor tenant compliance with mall operational guidelines, safety standards, and statutory requirements.

Financial Management:

- Support preparation and monitoring of operational budgets and annual business plans.

- Track operating expenses and identify opportunities for cost optimization and efficiency improvements.

- Monitor recoveries, CAM collections, utility charges, and other operational revenue streams in coordination with relevant teams.

- Review vendor contracts and service agreements to ensure value optimization.

Customer Experience & Revenue Enhancement:

- Drive initiatives to enhance customer experience, footfalls, and shopper engagement.

- Collaborate with marketing teams for events, activations, promotions, and customer engagement programs.

- Monitor customer feedback and implement corrective actions to improve service standards.

- Identify opportunities for ancillary revenue generation through kiosks, advertising, events, and other commercial initiatives.

Safety, Security & Compliance:

- Ensure compliance with all statutory, legal, environmental, fire & life safety requirements applicable to the mall.

- Oversee implementation of emergency response procedures, evacuation plans, and crisis management protocols.

- Conduct regular safety audits and ensure closure of identified gaps.

- Coordinate with local authorities and regulatory bodies as required.

Stakeholder Management:

- Coordinate effectively with corporate functions including leasing, finance, projects, legal, marketing, HR, and procurement.

- Support the Center Head in preparing operational reviews, management reports, business updates, and performance presentations.

- Maintain strong relationships with government authorities, utility providers, vendors, and service partners.

Team Leadership:

- Provide guidance and direction to operational teams and outsourced service partners.

- Drive a culture of accountability, customer focus, safety, and continuous improvement.

- Monitor team performance and support capability development initiatives.

Additional Attributes:

- Clear verbal and written communication skills, with the ability to actively listen, understand requirements, and convey information effectively.

- Proficient in handling digital devices, software applications, and adapting to new technologies and systems.

- Proficient in team handling and managing tenants and customers.

Experience:

Bachelors degree (12+3 years).

10-18 years of experience in a retail mall, real estate, commercial leasing, hospitality or property management, with at least 5 years in a leadership role.

Preference:

Bachelors degree in Hospitality studies / Hotel management or an equivalent.