Assistant Manager - Operations

Department / Division

Operations

External Interface

(Enlist external agencies/authorities that you are required to deal with while discharging your duty)

• Retailers – Store Managers

• Outsourced Agencies – Facility Managers, Supervisors

• Local municipal authorities/ government and other regulatory bodies

• Vendors
  

Minimum Qualification

(i.e education, training etc.)

• Graduate; Degree/ Diploma in Hotel Management or Business Management preferred
  

Minimum Experience

• 5 - 6 years of experience in Operations in similar / relevant industry; with at least – 4 years in mall operations
  

Special Skills/Attributes

(required for performing the job effectively)

• Sound Knowledge of Mall Management practices. FLS knowledge will be an added advantage.

• Principles of building and maintaining retailer / customer relationship

• Knowledge of business planning and budgeting

• Technical know-how of building maintenance / facility management.
  

Overall Purpose/Objective

Of the job

• Drives the overall operations of the mall by managing the retailers, customers, outsourced agencies, inter departmental collaboration in order to offer customers a comfortable environment and quality services, and provide the retailers with adequate facilities for smooth operations leading to increased footfalls and enhanced consumption.
  

Key Responsibilities

(List major responsibilities, that you have, to achieve the key objectives)

• Design/ modify (when required) the mall management strategy and implement policies and processes related to parking, house-keeping, horticulture, pest control and façade cleaning across all the malls and common area

• Support the development of the mall management strategy to ensure customer delight and increase footfalls / consumption, and drive its implementation

• Ensure adherence to the budget assigned for the various activities/ areas of operations (such as Parking, House-keeping etc.)

• Develop and maintain good working relationships with all retailers by interacting with them on a regular basis and resolve their issues

• Monitor the completion of leasing administration process by the retailer, provide with Occupant’s Manual and monitor adherence to all policies/procedures related to store display, logistics, garbage, mall timings etc.

• Ensuring efficiency of mall operations through monitoring the opening and closing time of the mall, supervising the activities performed by the housekeeping, parking and horticulture, etc on a daily basis

• Monitoring the functioning of food court operations in terms of food and service quality, hygiene, general sanitation, etc and provide the necessary support of required facilities during the events to the Events team

• Identify potential agencies for House-keeping, Parking, Horticulture, fulfilling the pre-defined criteria and conduct the empanelment of the same.

• Identify training needs and organize requisite training programs for permanent employees and outsourced staff in areas of housekeeping, parking, operations, etc.

• Ensure adherence to the defined/ desired timelines for resolution of retailer complaints through Upkeep App and concierge services through customer service desk

• Defining the Service Standards for the housekeeping agency in line with corporate standards and also develop the deployment plan of Housekeeping staff across centres

• Define Parking Guidelines / Rules for the Parking operations and ensure parking revenue maximization through efficient utilization of parking space, and improving the overall service levels

• Monitor the development of a comprehensive schedule for horticulture, pest control and façade cleaning across the property

• Liaise with local municipal authorities/ government and other regulatory bodies along with the Manager – Liaison and ensure that all permissions/ licenses are in place

• Ensure timely goal setting, monitoring, review of performance parameters and feedback to team members

• Oversee the reward and recognition schemes for engaging / motivating outsourced staff within Housekeeping, Parking, Security and Engineering

• Assist operationally in execution of marketing activities.

• Ensure all FLS/ statutory compliances are met as per defined timelines.

• Overall general maintenance and upkeep of mall aesthetics.