- Applications are invited only from candidates whose experience covers the roles and responsibilities mentioned in the following Job Description.

Job Description

Manager / Senior Manager Operations

Reporting to General Manager/Head Operations/VP Operations

Location : Wave One, Sector-18, Noida

Commercial Mixed-Use Development (Mall, Cinema, Business Club & Commercial Complex).

Position Summary

The Manager / Senior Manager Operations shall be responsible for the overall operations and management of the commercial property, ensuring seamless coordination of mall operations, cinema operations, facility management, food courts, retail outlets, business club, commercial complex, corporate offices and tenant services. The role requires robust leadership, customer service orientation, vendor management, statutory compliance, technical understanding and operational excellence to maintain the property as a premium destination.

Key Responsibilities

Operations Management

- Manage the day-to-day operations of the entire commercial complex.
- Ensure smooth functioning of Mall Operations, Cinema Operations, Retail, Food Court, Business Club, Commercials, Corporate Offices and Common Areas.
- Maintain world-class customer experience and service standards.
- Monitor daily operational activities and implement continuous process improvements.
- Conduct regular operational inspections and ensure high standards of housekeeping, security, horticulture, and engineering services.

Facility Management

- Oversee Soft Services including Housekeeping, Security, Pest Control, Horticulture, Waste Management and Concierge Services.
- Supervise Hard Services including HVAC, Electrical, Plumbing, Fire & Life Safety Systems, GG Sets, DG Sets, STP, WTP, Elevators, Escalators, BMS and Utilities.
- Ensure preventive and breakdown maintenance is carried out as per schedule.
- Coordinate with engineering teams to minimize operational downtime.

Technical Operations (Preferred Expertise)

- Possess sound knowledge of MEP systems and building services.
- Coordinate with Engineering and MEP teams for maintenance planning and execution.
- Monitor utility consumption and implement energy-saving initiatives.
- Review AMC performance and ensure compliance with service standards.
- Candidates having a technical background in MEP/Engineering will be given first preference.

Cinema Operations

- Coordinate with the cinema operator to ensure smooth daily operations.
- Monitor customer service standards, security, housekeeping, and emergency preparedness within cinema premises.
- Ensure operational coordination during movie launches and peak business periods.

Retail & Tenant Management





- Develop and maintain strong relationships with retail tenants.
- Resolve tenant concerns promptly and professionally.
- Coordinate fit-out activities for new tenants.
- Ensure tenants comply with operational guidelines, statutory requirements, and safety standards.
- Monitor CAM recoveries and operational support related to common area maintenance.

Fit-out Management

- Manage end-to-end tenant fit-out activities, including design review, drawing approvals, coordination with MEP and Fire & Safety teams, site inspections, statutory compliance, handover, and ensuring timely completion as per approved guidelines.
- Coordinate with tenants, contractors, architects, consultants, and internal departments to ensure smooth execution of fit-out works without impacting ongoing mall and commercial operations.
- Ensure all fit-out works comply with approved design standards, safety regulations, operational guidelines, and local statutory requirements.
- Monitor fit-out progress, conduct periodic inspections, and facilitate timely opening of retail outlets, food courts, business clubs and cinema spaces.

Business Club & Hospitality Operations

- Ensure premium hospitality and guest experience.
- Monitor banquet, lounge, meeting rooms, and business club facilities.
- Coordinate events and ensure seamless operational support.

Customer Experience

- Maintain exceptional customer satisfaction.
- Handle escalations efficiently.
- Ensure customer complaints are resolved within defined timelines.
- Conduct regular customer satisfaction reviews.

Vendor & Contract Management

- Manage outsourced service providers.
- Monitor SLA and KPI compliance.
- Review manpower deployment and productivity.
- Verify invoices, attendance, statutory compliances, and monthly billing.

Safety & Compliance

- Ensure compliance with all statutory requirements, including Fire & Life Safety regulations.
- Coordinate safety audits and mock drills.
- Ensure contractor compliance with labour laws, PF, ESIC and other statutory obligations.
- Maintain operational documentation and audit readiness.

Financial & Commercial Management

- Prepare annual operating budgets.
- Control operational expenses.
- Monitor CAM-related expenses and recoveries.




- Analyze MIS reports and recommend cost optimization measures.
- Ensure efficient resource utilization without compromising service quality.

Team Leadership

- Lead multidisciplinary teams across Operations, Engineering, Housekeeping, Security, and Customer Relations.
- Conduct regular training and performance reviews.
- Build a culture of accountability, professionalism, and service excellence.

Desired Candidate Profile

Educational Qualification

- Bachelor's Degree in Hotel Management (Preferred).
- Degree/Diploma in Hospitality Management, Facility Management, Business Administration, Operations Management, or a related discipline.
- MBA in Operations or Hospitality Management will be an added advantage.

Preferred Background

Candidates from the following industries will be preferred:

- Shopping Malls
- Mixed-Use Commercial Developments
- Hospitality
- Hotels
- Premium Retail
- Facility Management
- Multiplex/Cinema Operations
- Commercial Business Parks

Experience

- 15-20 years of relevant experience in operations and facility management.
- Minimum 5 years in a managerial role within commercial real estate, malls, hospitality, or mixed-use developments.

Preferred Age

- 40 to 45 years

Technical Preference

Candidates possessing hands-on knowledge or qualifications in MEP (Mechanical, Electrical & Plumbing), HVAC, BMS, Fire & Life Safety, and Building Services will be given first preference.

Required Skills & Competencies

- Strong leadership and people management skills
- Excellent communication and interpersonal abilities
- Customer-centric approach
- Vendor and contract management
- Budgeting and cost control
- Crisis and emergency management
- Strong decision-making ability
- Knowledge of statutory compliances
- Excellent problem-solving skills
- Team development and mentoring
- Proficiency in MS Office and MIS reporting
- Knowledge of ERP/CAFM systems will be an advantage

Key Performance Indicators (KPIs)

- Customer Satisfaction Score (CSAT)
- Tenant Satisfaction Index
- SLA/KPI Compliance
- Utility Cost Optimization
- CAM Recovery Efficiency
- Preventive Maintenance Compliance
- Audit & Statutory Compliance
- Vendor Performance
- Complaint Resolution TAT
- Team Productivity
- Operational Cost Control
- Zero Major Safety Incidents

Preferred Personality

- Highly professional with strong leadership presence.
- Excellent hospitality and customer service orientation.
- Capable of handling high-pressure operational environments.
- Self-driven, disciplined, and result-oriented.
- Strong analytical and commercial mindset with the ability to lead cross-functional teams.

📌 Operations Manager (Uttar Pradesh)
🏢 Wave One
📍 Uttar Pradesh