Mall Head - Operations & Business Management

Overall Profit Centre Head responsible for complete business, operational, financial, commercial, statutory and administrative management of the mall. Accountable for revenue maximization, profitability, customer experience, tenant satisfaction, world-class operations and protection of owner interests.

Key Responsibilities

Own mall P&L, annual budgets, business plans, EBITDA improvement, revenue monitoring, cost control and monthly performance reporting. Drive income through lease rentals, CAM and utility recoveries, common-area and digital advertising, kiosks, casual/promotional leasing, events, parking, sponsorships, activations, seasonal promotions and other non-rental streams.

Tenant & Commercial Management

Serve as senior leadership contact for tenants and anchors. Build strong retailer relationships, conduct tenant meetings, resolve grievances, ensure lease compliance, support store openings/fit-outs, monitor tenant sales and business health, improve retention/renewals and lead collection/recovery of rent, CAM, utilities, marketing contributions, parking share and revenue-share rent.

Operations, Facilities & Safety

Ensure seamless daily operations across customer service, parking, concierge, events, crowd management, emergency response and peak footfall planning. Oversee HVAC, electrical, DG sets, transformers, STP/WTP, fire systems, lifts, escalators, BMS, plumbing, lighting and energy systems; ensure preventive maintenance, asset uptime, reduced breakdowns, energy efficiency and optimized utility consumption. Manage housekeeping, landscaping, security, fire/life safety, VIP movement, crowd control and agency performance.

Compliance, Liaison & Vendor Management

Maintain 100% statutory compliance and timely license renewals. Liaise with municipal, development, police, fire, electricity, pollution control, labour, revenue and local administration authorities. Manage inspections, audits and regulatory matters with zero penalties. Review AMCs and service contracts, negotiate vendor rates, monitor SLA adherence, ensure contract compliance, improve manpower productivity and deliver cost savings.

MIS, Marketing & Team Leadership

Coordinate with marketing for events, promotions, mall positioning, branding, footfall growth and promotion-led revenue. Prepare daily, weekly and monthly MIS covering revenue, collections, occupancy, footfall, tenant sales, energy consumption, budget vs actuals and business reviews for MD/Board. Lead cross-functional teams across operations, engineering, security, housekeeping, tenant relations, parking and commercial coordination; drive performance reviews, engagement, productivity and succession planning.

Key Performance Indicators

Revenue achievement, EBITDA growth, operating margin improvement, CAM/utility recovery, rent collection efficiency, mall uptime, asset availability, customer satisfaction, housekeeping audit score, security compliance, occupancy, tenant retention, casual leasing, advertising and event revenue, OPEX reduction, energy cost optimization, vendor savings, statutory/fire compliance and zero regulatory penalties.

Required Competencies

Strategic thinking, business acumen, financial management, commercial negotiation, stakeholder management, conflict resolution, decision-making, mall operations, retail asset management, facility management, leasing and revenue management, vendor management, compliance management, ownership mindset, customer centricity, integrity, strong communication and executive presence.

Ideal Candidate Profile

Commercially driven and operationally strong mall leader with proven success in managing large retail destinations, improving profitability, increasing revenue streams, enhancing customer experience, maintaining superior operating standards, ensuring statutory compliance and leading multidisciplinary teams with strong financial discipline and stakeholder management.