Assistant General Manager Operations

Job
Title
Assistant
General Manager � Operations
Department / Division
Operations
External Interface
(Enlist
external agencies/authorities that you are required to deal with while
discharging your duty)

• Retailers � Business

Development/ Sales Head, Store Managers

• Outsourced Agencies
• Local municipal

authorities/ government and other regulatory bodies
Minimum Qualification
(i.e
education, training etc.)

• Graduate, MBA

Minimum Experience

• 10 to 12years of retail industry experience in Operations

Special Skills/Attributes
(required
for performing the job effectively)

• Sound Knowledge

of Mall Management practices

• Principles of

building and maintaining retailer / customer relationship

• Knowledge of

business planning and budgeting

• Should possess

good decision making and leadership skills
Overall Purpose/Objective
Of the job
Responsible for the overall operations and
maintenance of the property in order to provide customers with a comfortable
environment and quality services and retailers with adequate facilities/
support leading to customer
satisfaction and enhanced consumption

Key Responsibilities

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

• Develop and

deploy the mall management strategy and implement policies and processes
related to parking, house-keeping, horticulture, pest control and fa�ade
cleaning across all the malls and common area in coordination with Centre
Director

• Prepare an

overall budget for the Operations department incorporating operations,
security and engineering expenses
after reviewing the annual/quarterly

• Ensure adherence

to the budget assigned for the various activities/ areas of operations (such
as Enginnering,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.

• Identify potential agencies for House-keeping, Parking,

Horticulture, fulfilling the pre-defined criteria and conduct the empanelment
of the same.

• Ensure adherence to the defined/ desired timelines for

resolution of retailer complaints through Smile Centres

• Defining the Service Standards for the Engineering, housekeeping,

security agency in line with corporate standards and also develop the
deployment plan with the teams.

• 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

• Drives the

development and implementation of the maintenance strategy with the Chief
Engineer across all the equipment / systems within the property; covering
aspects of preventive and break-down maintenance, in order to provide a
comfortable and secure environment for customers.

• Liaise with local municipal authorities/ government and other

regulatory bodies along with the Manager � Regulatory Approvals and ensure that all
permissions/ licenses are in place

• Maintain the Retailer Satisfaction, Retailer

relationship, Agency Relationship & Customer satisfaction

• FLS, Security and Parking � Zero tolerance for FLS and ensuring all

equipment installations are always in healthy working condition. Appropriate
security measures without offending the customers and ensuring smooth ingress
egress of cars with minimum time and maximizing the parking revenue

• Engineering and Projects � Best practices to be followed. Strong

planning , least inconvenience to customers/retailers and sticking to
timelines with no compromise on the quality

• Training � Trainings on different modules to refresh the technical/soft

skills of work force and keeping a tab in ensuring that regular trainings are
imparted to entire workforce

• Revenue

Maximization and Collection � Additional revenue streams to be
explored like storage space, optimum utilization of parking space, concierge
desk, other value add services to enhance
the experience and revenue. etc

• Events Execution- Working in very close coordination with Marketing team and

ensuring smooth flow of event without compromising on the overall quality

• Cost Control- More vendor development and vendor relationship to keep a cost

under check and as per market rates. Value/material engineering to keep the
cost within/below budgets