Assistant General Manager - Mall Operations - Retail

We are looking for only male candidates for Hyderabad location.

The role is responsible for leading and overseeing all operational functions of the mall to ensure a safe, efficient, customer-centric, and commercially successful environment. The incumbent will drive operational excellence across facility management, housekeeping, security, parking, customer service, tenant operations, and statutory compliance while ensuring seamless day-to-day functioning of the asset. The role will work closely with retailers, service partners, and internal stakeholders to enhance customer experience, optimize operating costs, and support the mall's business objectives.

Position Details Mall Operations Management:

- Lead the overall operations of the mall and ensure smooth functioning of all operational activities and services.

- Develop and implement operational strategies, policies, SOPs, and service standards to enhance efficiency and customer experience.

- Monitor operational performance and drive continuous improvement initiatives across all operational functions.

- Ensure operational readiness and service excellence during peak trading periods, events, promotions, and special activations.

Facility Management & Service Delivery:

- Oversee housekeeping, security, parking management, pest control, landscaping, waste management, and other facility services.

- Ensure service partners deliver agreed service levels, quality standards, and contractual obligations.

- Monitor cleanliness, aesthetics, functionality, and upkeep of all common areas and back-of-house facilities.

- Ensure efficient management of operational resources and service contracts.

Safety, Compliance & Risk Management:

- Ensure compliance with all statutory, regulatory, environmental, health, and safety requirements applicable to mall operations.

- Oversee implementation of fire and life safety procedures, emergency response plans, and business continuity measures.

- Conduct regular audits, inspections, and risk assessments and ensure closure of observations.

- Liaise with regulatory authorities and support compliance-related inspections and approvals.

Budgeting & Cost Control:

- Prepare and manage annual operational budgets and monitor expenditures against approved budgets.

- Identify and implement cost optimization initiatives without compromising service quality and customer experience.

- Monitor utility consumption, operational expenses, and service contracts to drive efficiency and cost effectiveness.

- Support financial planning and forecasting activities related to operations.

Vendor & Contract Management:

- Lead selection, appointment, and performance management of operational service providers and contractors.

- Monitor vendor performance through KPIs, service reviews, audits, and performance scorecards.

- Ensure compliance with contractual obligations and drive continuous improvement from service partners.

- Support contract renewals, negotiations, and procurement initiatives related to operations.

Retailer Management:

- Partner with retailers to ensure compliance with mall operating standards, fit-out guidelines, safety requirements, and operational policies.

- Drive retailer engagement initiatives and ensure effective communication of operational updates.

Operational Reporting & Performance Monitoring:

- Establish and monitor operational KPIs related to customer experience, service quality, safety, compliance, and cost management.

- Prepare management reports, operational dashboards, audit findings, and improvement plans.

- Analyse operational trends and implement initiatives to enhance efficiency and asset performance.

Team Leadership:

- Lead and develop the operations team, including facility management, housekeeping, security, parking, and customer service personnel.

- Drive performance management, capability development, succession planning, and employee engagement initiatives.

Stakeholder Management:

- Build and maintain strong relationships with retailers, authorities, consultants, contractors, and external stakeholders.

- Act as the key operational representative of the mall in interactions with internal and external stakeholders.

Additional Attributes:

- Clear verbal and written communication skills, with the ability to actively listen, understand requirements, and convey information effectively.

- Proficient in handling digital devices, software applications, and adapting to new technologies and systems.

- Proficient in team handling and managing tenants and customers.

Experience Qualification:

- Bachelors degree/PG Preferred

- Overall Experience 10-12 years of experience in a retail mall, real estate, commercial leasing, hospitality or property management, with at least 5 years in a leadership role.

Type of industry:

- Retail/ Real Estate/Hospitality/Hospitals/ Premise Management.

Preference:

- Bachelors degree in Hospitality studies / Hotel management or an equivalent.