Operation Manager - Mall Experience

Job Title: Operations Manager – Shopping Mall

Department: Operations

Reporting to: General Manager / Mall Director
Location: Express Avenue, Royapettah, Chennai

Job Purpose

To oversee and manage the day-to-day operations of the shopping mall, ensuring smooth functioning, safety, tenant satisfaction, customer experience, and achievement of operational KPIs. The role involves coordinating with various departments, vendors, and tenants to maintain the mall’s standards and profitability.

Key Responsibilities1. Mall Operations & Facility Management

• Ensure smooth day-to-day operations of the mall, including housekeeping, security, parking, and engineering services.
• Monitor facility maintenance, energy usage, and cleanliness in all public and tenant areas.
• Coordinate with service providers for preventive and corrective maintenance.
• Implement energy-saving initiatives and sustainability measures.

2. Tenant Coordination

• Maintain strong relationships with tenants to address operational issues promptly.
• Ensure compliance with lease agreements, operational guidelines, and visual merchandising standards.
• Conduct regular tenant meetings to address challenges and share updates on mall policies.

3. Safety & Security

• Oversee security protocols, fire safety systems, and emergency preparedness.
• Conduct regular safety drills and ensure compliance with statutory safety norms.
• Coordinate with local authorities for compliance with health, safety, and legal requirements.

4. Customer Experience

• Maintain high standards of customer service and mall ambience.
• Monitor feedback mechanisms and resolve complaints effectively.
• Coordinate with marketing teams for promotional events, footfall generation, and special campaigns.

5. Budgeting & Cost Control

• Prepare and manage the operations budget, controlling expenses without compromising quality.
• Review service contracts and vendor agreements for cost-effectiveness.
• Monitor revenue from parking, promotions, and other operational streams.

6. Vendor & Contract Management

• Identify, evaluate, and manage vendors for housekeeping, security, landscaping, maintenance, etc.
• Ensure service level agreements (SLAs) are met by all contractors.
• Periodically review vendor performance.

7. Reporting & Compliance

• Prepare daily, weekly, and monthly operations reports for management.
• Ensure statutory compliance in operations, including environmental norms, labour laws, and safety regulations.
• Keep updated records of equipment, maintenance schedules, and vendor contracts.

Qualifications & Experience

• Bachelor’s Degree in Business Administration, Facility Management, or related field (MBA preferred).
• 7–10 years of experience in mall operations, facility management, or hospitality, with at least 3 years in a managerial role.
• Knowledge of statutory compliances, safety norms, and mall industry best practices.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Vendor and contract negotiation expertise.
• Problem-solving and crisis management skills.
• Budget planning and cost control capability.
• Proficiency in MS Office and facility management systems.

Key Performance Indicators (KPIs)

• Tenant satisfaction score.
• Footfall growth and retention.
• Energy cost savings and operational efficiency.
• Compliance audit scores.
• Timely closure of maintenance issues.

Job Type: Full-time

Pay: ₹900,000.00 - ₹1,100,000.00 per year

Benefits:

• Cell phone reimbursement
• Health insurance
• Provident Fund

Work Location: In person