Deputy Centre Head - Operations/Facilities Management

Deputy Centre Head Operations

Location: Hyderabad

Department: Operations

About the Role:

We are looking for an experienced Deputy Centre Head Operations to oversee the day-to-day operations of a premium shopping centre, ensuring operational excellence, exceptional customer experience, tenant satisfaction, and regulatory compliance.

The incumbent will work closely with the Centre Head to drive operational efficiency, optimize costs, enhance footfalls, and ensure the seamless functioning of all mall operations, including facilities management, security, housekeeping, engineering, parking, tenant coordination, and statutory compliance.

This is a leadership role requiring strong operational expertise, stakeholder management, and commercial acumen.

Key Responsibilities:

Shopping Centre Operations:

- Lead the day-to-day operations of the shopping centre, ensuring smooth and uninterrupted business operations.

- Monitor facilities, engineering, housekeeping, security, parking, and common area management.

- Ensure world-class customer experience and operational excellence.

Tenant Relationship Management:

- Build and maintain strong relationships with retailers and tenants.

- Address tenant operational concerns and ensure adherence to mall operational guidelines.

- Coordinate store fit-outs, renovations, handovers, and operational readiness.

Facilities & Engineering:

- Oversee maintenance of HVAC, electrical, plumbing, fire & life safety systems, elevators, escalators, DG sets, and utilities.

- Ensure preventive and corrective maintenance schedules are implemented effectively.

- Drive energy efficiency and cost optimization initiatives.

Safety & Compliance:

- Ensure compliance with statutory regulations, fire safety norms, environmental standards, and local authority requirements.

- Conduct regular safety audits and risk assessments.

- Manage emergency response plans and business continuity procedures.

Financial & Commercial Management:

- Prepare and manage operational budgets.

- Monitor operational costs and identify cost-saving opportunities.

- Ensure adherence to approved budgets while maintaining service quality.

Vendor & Contract Management:

- Manage facility management companies, security agencies, housekeeping contractors, and other service providers.

- Review vendor performance through defined SLAs and KPIs.

- Ensure contract compliance and timely service delivery.

Customer Experience:

- Drive initiatives to improve customer satisfaction and visitor engagement.

- Ensure high standards of cleanliness, safety, ambience, and service across the shopping centre.

- Handle escalated customer grievances efficiently.

Leadership & Team Management:

- Lead and mentor cross-functional operations teams.

- Foster a high-performance culture focused on operational excellence and continuous improvement.

- Support the Centre Head in strategic planning and execution.

Desired Candidate Profile:

Experience:

- 15-17 years of experience in Shopping Mall Operations, Commercial Real Estate, Retail Operations, Hospitality, or Integrated Facilities Management.

- Minimum 5 years of experience in a leadership role managing large commercial assets or shopping centres.

- Experience working with reputed mall developers, retail real estate companies, hospitality groups, or mixed-use developments will be preferred.

Key Skills:

- Shopping Centre Operations

- Mall Administration

- Tenant Relationship Management

- Facilities Management

- Engineering Operations

- Security & Housekeeping Management

- Fire & Life Safety

- Vendor & Contract Management

- Budgeting & Cost Control

- Customer Experience Management

- Risk Management

- Statutory Compliance

- Leadership & Team Management

Educational Qualification:

- Bachelor's Degree in Engineering, Facilities Management, Business Administration, Hospitality, or related discipline.

- MBA or PGDM will be an added advantage.

Key Competencies:

- Strong operational leadership

- Excellent stakeholder management

- Commercial and financial acumen

- Problem-solving and decision-making

- Crisis and incident management

- Customer-centric approach

- Excellent communication and interpersonal skills

- Ability to manage large teams and multiple stakeholders