Operations Manager (Kodungallur)

A person with relevant experience in shopping mall operations is preferred. To oversee end-to-end mall operations, ensuring exceptional customer experience, efficient facility management, statutory compliance, and operational cost optimization. The role demands strong leadership across housekeeping, security, engineering, parking operations, and retailer coordination. Key Skills & Competencies
- Experience in mall operations or large commercial property management
- Strong knowledge of Fire & Life Safety systems and statutory compliance
- Vendor, retailer, and stakeholder management
- Customer experience management (CSI/RSI focus)
- Budgeting, cost optimization, and reporting
- Leadership, coordination, and crisis management skills
- Solid communication and negotiation abilities Key Responsibilities 1. Financial Management
- Ensure operational expenses are maintained within approved budgets.
- Optimize Outsource Agency manpower deployment and consumable utilization.
- Drive mall operational and consumption targets in line with business plans.
- Monitor vendor billing, AMC costs, and operational expenditure control. 2. Customer Experience & Stakeholder Management
- Ensure retailer and customer concerns are resolved within 24 hours.
- Maintain Customer Satisfaction Index (CSI) and Retailer Satisfaction Index (RSI) above 90%.
- Enhance overall mall ambiance, hygiene standards, and service quality.
- Coordinate with internal and external stakeholders for smooth operations. 3. Housekeeping & Facility Management
- Develop and implement SOPs, checklists, and operational standards.
- Manage vendor selection, negotiations, and rate contracts for consumables and services.
- Ensure high standards of cleanliness, hygiene, and waste management across the property.
- Monitor pest control and façade maintenance activities. 4. Parking & Traffic Management
- Plan and implement vehicle movement routes, including fit-out logistics and loading/unloading coordination.
- Coordinate with security and parking teams for smooth traffic flow.
- Manage parking vendors, revenue monitoring, and operational efficiency.
- Ensure proper signage, bay markings, and traffic safety measures. 5. Security Operations
- Oversee security systems, manpower deployment, and operational procedures.
- Ensure strict frisking, surveillance, and loss-prevention protocols.
- Maintain AMC trackers and preventive maintenance schedules for security systems.
- Conduct periodic inventory and security audits. 6. Safety & Engineering Operations
- Ensure 24×7 uptime of critical systems including Fire Alarm System, CCTV, PA System, BMS, elevators, escalators, HVAC, and electrical systems.
- Conduct daily, weekly, and monthly Fire & Life Safety (FLS) audits.
- Ensure compliance with audit standards and maintain proper documentation.
- Organize quarterly mock drills and emergency evacuation exercises involving all retailers. 7. Statutory Compliance
- Ensure zero non-compliance in Fire & Life Safety requirements.
- Manage statutory licenses, inspections, and renewals including electrical, PCB, fire NOC, elevators, and labor compliance.
- Ensure adherence to labor laws, safety regulations, and operational guidelines. 8. Training & Team Development
- Identify training needs for operational teams and vendors.
- Conduct and monitor learning and development programs.
- Evaluate training effectiveness and improve team performance standards. 9. Retailer Management
- Ensure adherence to Visual Merchandising (VM) guidelines and mall operational policies.
- Monitor store opening/closing timings and operational discipline.
- Regulate stock movement during trading hours. Issue compliance notices wherever required and ensure closure of observations. Pay: ₹35,000.00
- ₹45,000.00 per month Benefits:
- Cell phone reimbursement
- Health insurance
- Paid sick time Work Location: In person Apply on Kit Job: kitjob.in/job/4n9xkv