Job Title

Executive – Operations 

 Department / Division

 Operations

External Interface

(Enlist external agencies/authorities that you are required to deal with while discharging your duty)

·         Brands management and operational teams

·         External vendors

·         Statutory and regulatory authorities

·         Customers

Minimum Qualification

(i.e education, training etc.)

·         Graduate/BHM

Minimum Experience

·         4-5 years of experience in retail industry and experience of retail operations is essential

Special Skills/Attributes

(required for performing the job effectively)

·         Sound knowledge of retail operations

·         Sound understanding of branding & promotions

·         Knowledge of financial management and understanding of tax structure

Overall Purpose/Objective

Of the job

Responsible for managing the mall operations  in terms of building and maintaining retailer/ customer relationships, resolving retailer/ customer complaints, day-to-day mall operations, MIS and other reporting etc. in order to provide the highest quality of services to the customers and increase footfalls and consumption at the mall.

Key Responsibilities

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

·         Develop and maintain good working relationships with all retailers in the allocated zone/ area by interacting with them on a regular basis

·         Monitor the completion of the leasing administration process by the retailer, and all other formalities prior to opening of a store; in coordination with Leasing and Legal teams

·         Provide  security policy to every retailer and monitor adherence to the same

·         Support  the process of fit-outs for every new retailer and renovations (if any) of existing retailers

·         Interact with retailers on a regular basis to understand their issues and communicate with the relevant team (parking, house-keeping, floor managers, concierge, network providers, Wi-Fi,   horticulture, pest control and façade cleaning Engineering, Security, Finance, Leasing etc.) for swift resolution of issues

·         Support the Finance & Accounts team in the collection of correct sales data from all retailers on a regular basis

·         Manage / observe the opening and closing time of the mall for the customers

·         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

·         Provide inputs for the design/ modification of the process for recording and resolution of issues of Helpdesk Operations (Smile Centre)

·         Monitor the development of a comprehensive schedule for horticulture to ensure that the maximum garden area is maintained well

·         Monitor  the deployment plan of  Housekeeping staff across the centre, and the housekeeping activity schedule

·         Ensure parking revenue maximization through efficient utilization of parking space, and improving the overall service levels

·         Supervise the activities of horticulture, pest control and façade cleaning agencies and ensure adherence to schedules

·         Design reward and recognition schemes for engaging / motivating internal and outsourced staff within Housekeeping, Parking, Security and Engineering (such as best agency of the quarter, employee of the month etc