Head - Mall Operations

Description:

Role Objective:

To lead the day-to-day operations of the mall and ensure seamless functioning across facility management, tenant coordination, compliance, customer service, and revenue-related activities. The role also includes setting up operational standards and processes as the mall scales its operations and occupancy.

Key Responsibilities (KRAs):

1. Mall Operations Management:

- Oversee daily mall operations including housekeeping, security, parking, utilities, DG systems, and overall ambience.

- Implement and maintain operational SOPs, checklists, and standards for smooth functioning.

- Ensure uptime of critical systems through preventive and scheduled maintenance with facility teams.

2. Process Setup, SOP Development & Governance:

- Formalise operational procedures, audits, and documentation as the mall ecosystem grows.

- Periodically review SOP effectiveness and introduce improvements where required.

- Strengthen operational discipline, escalation matrix, and service protocols across vendors and teams.

3. Tenant Coordination & Relationship Management:

- Act as the primary contact for tenants for operational and facility-related matters.

- Manage tenant onboarding, fit-out coordination, and ensure adherence to mall guidelines.

- Address tenant issues promptly while driving SLA-based service delivery.

4. Compliance, Safety & Risk Management:

- Ensure adherence to statutory requirements such as fire safety, electrical compliance, licenses, and regulatory norms.

- Conduct routine safety checks, emergency drills, and maintain audit-ready documentation.

- Coordinate with security and engineering teams for risk mitigation and hazard management.

5. Customer Experience & Front-of-House Standards:

- Maintain high standards of cleanliness, safety, signage, and visitor convenience.

- Track customer feedback/complaints and ensure prompt closure.

- Support continuous improvement initiatives to enhance visitor experience.

6. Commercial & Revenue Support:

- Coordinate with leasing and finance teams on occupancy status, billing accuracy, utilities, and collections.

- Support management of common area revenues such as parking, kiosks, promotions, and short-term rentals.

- Contribute to annual budgeting, cost efficiencies, and vendor-based commercial optimisation.

7. Vendor & AMC Partner Management:

- Manage all outsourced partners including security, housekeeping, MEP, parking, and horticulture.

- Drive SLA compliance, performance reviews, contract renewals, and cost control initiatives.

- Ensure smooth coordination between internal teams and external service providers.

8. Events & Marketing Coordination:

- Work closely with the marketing team on mall events, activations, and footfall-enhancing activities.

- Ensure event setups follow safety norms and do not disrupt operations.

9. Reporting & MIS:

- Prepare daily/weekly/monthly reports on operations, incidents, audits, energy consumption, tenant issues, and customer feedback.

- Maintain structured dashboards for management reviews.

Candidate Profile:

- Experience in mall operations, retail property management, commercial facility management, or hospitality operations.

- Strong coordination skills with tenants, partners, and internal teams.

- Thorough understanding of compliance norms, safety guidelines, and facility management practices.

- Ability to manage fast-paced environments, emergencies, and operational escalations.