Position Summary

The General Manager Mall Operations is responsible for the overall management, operations, maintenance, safety, and customer experience of the mall. The role oversees all operational departments, ensuring the mall functions efficiently, safely, and profitably while delivering an exceptional experience for customers, tenants, and visitors.

The General Manager provides strategic leadership to all operational teams, including Operations, Technical Services, Facility Management, Security, Housekeeping, Parking, and Customer Service, ensuring compliance with statutory regulations and industry best practices.

Key Responsibilities

1. Overall Mall Operations

- Lead and manage the complete day-to-day operations of the mall.
- Ensure smooth functioning of all operational departments.
- Develop and implement operational strategies to improve efficiency and service quality.
- Monitor operational KPIs and drive continuous improvement.
- Ensure business continuity through effective operational planning.

2. Facility Management

- Ensure world-class maintenance of all common areas and building infrastructure.
- Oversee preventive and corrective maintenance programs.
- Ensure optimal functioning of HVAC, electrical, plumbing, elevators, escalators, fire safety systems, STP, DG sets, and utilities.
- Maintain high standards of cleanliness, hygiene, landscaping, and overall facility presentation.
- Optimize operational costs without compromising service quality.

3. Customer Experience

- Deliver a seamless, safe, and enjoyable shopping experience.




- Ensure all customer touchpoints meet premium service standards.
- Monitor customer feedback and implement improvement initiatives.
- Resolve escalated customer concerns promptly and professionally.
- Drive customer satisfaction and loyalty through service excellence.

4. Security & Safety Management

- Provide strategic oversight of mall security operations.
- Ensure effective deployment of security personnel.
- Maintain robust emergency response procedures.
- Ensure compliance with fire safety regulations and statutory requirements.
- Lead emergency preparedness, evacuation drills, and crisis management activities.
- Minimize operational risks through proactive planning and monitoring.

5. Technical & Engineering Management

- Supervise engineering and technical operations.
- Ensure maximum uptime of all building systems and equipment.
- Review maintenance schedules and performance metrics.
- Drive energy efficiency and sustainability initiatives.
- Monitor utility consumption and implement cost-saving measures.

6. Vendor & Contract Management

- Manage all facility management and operational service providers.
- Monitor SLAs and vendor performance.
- Conduct regular performance reviews and audits.




- Ensure contractual compliance and service quality.

7. Tenant Coordination

- Build robust relationships with retail tenants.
- Coordinate operational requirements for store openings, renovations, and events.
- Address tenant operational concerns promptly.
- Ensure tenant compliance with mall operating guidelines and safety standards.

8. Financial & Budget Management

- Prepare and manage annual operating budgets.
- Monitor operational expenditure and cost control initiatives.
- Optimize resource utilization while maintaining high service standards.
- Review monthly operational financial performance.
- Identify opportunities for operational efficiency and savings.

9. Compliance & Governance

- Ensure compliance with all statutory, legal, environmental, and safety regulations.
- Maintain required licenses and operational certifications.
- Coordinate regulatory inspections and audits.
- Ensure adherence to company policies and SOPs.

10. Leadership & Team Management

- Lead, mentor, and develop departmental heads and operational teams.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Conduct performance reviews and succession planning.
- Drive employee engagement and operational excellence.

11. Events & Business Support

- Support mall marketing events by ensuring flawless operational execution day and night.
- Coordinate with marketing and leasing teams for promotional activities.
- Ensure adequate operational support during festivals, high-footfall periods, and special events.

📌 General Manager - Mall Management (New Delhi)
🏢 Ambience Group
📍 New Delhi