Senior Manager/AGM/Head - Operations

About the Opportunity:

- We are seeking a strategic, results-driven, and operationally strong leader to head mall operations for a leading retail real estate company.

- The Operations Head (Sr.Manager / AGM level) will be responsible for ensuring seamless day-to-day functioning of the property, driving operational efficiency, and enhancing the overall customer and tenant experience.

- This is a key leadership role for a professional with hands-on expertise in mall or commercial property management, capable of managing diverse teams, optimizing costs, ensuring compliance, and maintaining world-class operational standards.

Key Responsibilities:

- Mall Operations Management: Oversee day-to-day operations, including security, housekeeping, maintenance, parking, and customer service, ensuring high standards and uptime.

- Process & Compliance: Implement and monitor SOPs, safety protocols, statutory compliance, and risk management frameworks.

- Tenant & Stakeholder Relations: Maintain strong relationships with tenants, oversee fit-outs, store openings, renovations, and coordination with leasing teams.

- Budgeting & Cost Optimization: Prepare and manage annual operating budgets, monitor expenses, and drive cost efficiencies through effective vendor management and contract negotiation.

- Team Leadership: Lead and mentor an operations team of 4-5 members, fostering accountability, ownership, and professional development.

- Performance & Reporting: Track operational KPIs, facility metrics, and service quality indicators to ensure consistent delivery excellence.

- Customer Experience: Drive initiatives to improve footfall experience, mall aesthetics, and customer satisfaction through data-backed insights.

- Sustainability & Efficiency: Promote eco-friendly initiatives, energy management, and waste reduction practices to enhance operational sustainability.

Qualifications & Experience:

- Graduate / Postgraduate in Business Administration, Facilities Management, or related discipline.

- 8-10 years of proven experience in mall operations, retail property management, or commercial real estate.

- Strong expertise in tenant coordination, facilities management, and vendor oversight.

- Demonstrated ability to lead teams, manage budgets, and ensure compliance.

- Excellent stakeholder management, problem-solving, and communication skills.

- Proficiency in MS Office, facility management systems, and operational reporting tools.

Preferred Attributes:

- Experience with premium malls or large-format retail properties.

- Exposure to green building practices, ISO standards, or sustainability certifications.

- Strong analytical mindset with ability to derive insights from operational data.

- Track record of improving efficiency, safety, and customer satisfaction metrics