Job Title

Senior Executive – Operations

Department / Division

Operations

Position reports to

Manager - Operations

External Interface

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

• Retailers – Store Managers
• Outsourced  Agencies – Facility Managers, Supervisors
• Local municipal authorities/ government and other regulatory bodies   

Minimum Qualification

(i.e education, training etc.)

• Graduate

Minimum Experience

• 3-6  years of experience in Operations in retail industry

Special Skills/Attributes

(required for performing the job effectively)

• Sound Knowledge of Mall Management practices
• Principles of building and maintaining retailer / customer relationship

Overall Purpose/Objective

Of the job

• Responsible for managing the mall operations  in terms of building and maintaining retailer/ customer relationships, 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)

• Maintain good working relationships with all retailers by interacting with them on a regular basis and resolve their issues
• Manage 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.
• Ensuring efficiency of mall operations through managing the opening and closing time of the mall, supervising the activities performed by the housekeeping, parking and horticulture, etc on a daily basis
• Managing the functioning of food court operations in terms of food and service quality, hygiene, general sanitation, etc and provide the necessary support of required facilities during the events to the Events team
• Manage the functioning of the floor helpdesk and ensure that the customer complaints are attended/ resolved in the shortest possible time
• Monitor adherence to the defined/ desired timelines for resolution of retailer complaints through Smile Centres
• Enforce the Parking Guidelines / Rules for the Parking operations and ensure parking revenue maximization through efficient utilization of parking space, and improving the overall service levels
• Manage the development of  a comprehensive schedule for horticulture, pest control and façade cleaning across the property
• Ensure that retailer queries related to CAM are addressed satisfactorily

• Provide the necessary Operations information  to the Finance team for preparation of monthly MIS reports and check/ verify  the MIS report prepared by Finance

• Ensure requisite training of the outsourced staff is conducted by the outsourcing agency
• Liaise with local municipal authorities/ government and other regulatory bodies along with the Manager – Liaison and ensure that all permissions/ licenses are in place