Manager - Mall Operations

Overview

The Manager of Mall Operations is responsible for ensuring the smooth and efficient running of Jio World Plaza, maintaining exceptional service standards and preserving the mall's operational and physical integrity. This role focuses on providing an outstanding shopping and lifestyle environment for a high-end clientele through operational excellence.

Key Responsibilities

• Lead facility maintenance and enhancement efforts with a hospitality-centric mindset to maximize guest satisfaction.
• Implement a comprehensive maintenance program, including routine inspections, repairs, and upgrades aligned with premium standards.
• Coordinate with facility management to maintain optimal ambiance and upkeep.
• Collaborate with O&M teams to ensure critical systems (HVAC, electrical, plumbing, escalators, elevators) function without downtime.
• Work alongside housekeeping to resolve daily issues and oversee regular and deep cleaning schedules.
• Partner with leasing and RDD teams to ensure store fit-outs comply with mall guidelines and involve all stakeholders for new store assessments.
• Identify and execute technology-driven improvements for enhanced facility aesthetics and functionality.
• Supervise floor managers, ensuring adherence to their responsibilities.
• Organize pre-event walkthroughs with stakeholders for marketing activations.
• Manage vendor relationships by evaluating vendors, overseeing contracts, ensuring service levels, and maintaining quality standards.
• Optimize operational expenses and maximize non-rental incomes while managing the facility budget and resource allocation effectively.
• Review budget reports periodically to identify cost-saving measures and enhance financial efficiency.
• Maintain up-to-date compliance with applicable laws, codes, and safety norms through audits and regular inspections.
• Keep license tracking updated and ensure compliance without disrupting operations.
• Oversee safety protocols, crowd control, and emergency preparedness with HSEF teams to guarantee a secure setting.
• Maintain emergency readiness by coordinating with maintenance, security, and first responders during crises.
• Serve as the point of contact for retailers to support smooth business operations and resolve policy-related queries.
• Provide timely communication to retailers about events, marketing campaigns, and official notices affecting mall operations.
• Drive sustainability initiatives in collaboration with maintenance and housekeeping, focusing on energy efficiency, waste reduction, and eco-friendly practices.
• Track sustainability progress and report related metrics.
• Ensure accurate documentation of maintenance activities, repairs, safety checks, and prepare performance and budget reports.
• Promptly identify urgent concerns and escalate to management per established procedures.

Qualifications & Experience

• Bachelor's degree in management or a related discipline.
• Minimum of 7 to 8 years' relevant experience managing luxury retail malls or upscale commercial properties.

Skills & Competencies

• Extensive knowledge of security and safety protocols.
• Strong financial skills for effective budget oversight.
• Proficiency with facility management software and related technologies.
• Excellent interpersonal and communication abilities.
• Detail-oriented with excellent problem-solving skills and an aesthetic sensibility.
• Ability to thrive in fast-paced, dynamic environments.
• Effective collaboration with internal teams to enrich customer experience.