A. Job Purpose

The Manager - Mall Operations is responsible to ensure seamless functionality of Jio World Plaza in the most efficient and effective manner. S/he is required to deliver operational excellence, oversee daily facility management, maintain the highest standards of service, preserve the physical and operational integrity of the mall and deliver an unmatched shopping / lifestyle experience for our discerning clientele.

B. Job Accountabilities

- Facility Maintenance and Enhancement
- Manage operations with a hospitality-first approach, ensuring highest level of guest satisfaction.
- Develop and execute a comprehensive facility maintenance plan, encompassing routine inspections, repairs and upgrades, as per best-in-class standards.
- Coordinate with facility management teams to always ensure upkeep and ambience.
- Collaborate with O&M; team to ensure all critical systems, including HVAC, electrical, plumbing, escalators, and elevators, are in optimal working condition, with zero downtime during operations.
- Collaborate with housekeeping to address daily snags, check schedules of routine and deep cleaning.
- Liaise with leasing and RDD teams to ensure fit out of stores adhere to pre-defined mall guidelines.
- Ensure fit out assessment for any new store opening has participation of all key stakeholders and is as per compliances.
- Continuously assess the facility's aesthetics and functionality, identify areas for improvement and implement tech-friendly projects.
- Monitor deployment of floor managers, ensure that they adhere to the defined responsibilities.
- Ensure advance recce is conducted with relevant stakeholders for any marketing activation.
- Vendor Management
- Conduct regular vendor assessments, oversee vendor performance / contracts,



ensure adherence to service level agreements and the highest level of quality standards.
- Coordinate with vendors and service providers, including contractors, technicians, and maintenance companies.
- Financial Oversight
- Optimize operational costs and maximize non-rental revenue streams.
- Maintain the facility management budget, allocate resources effectively to support operations and maintenance.
- Analyse periodic budget reports, identify cost-saving opportunities and present recommendations for financial efficiency.
- Regulatory Compliance
- Stay current with applicable regulations, codes and safety standards.
- Conduct regular audits and inspections to ensure utmost compliance with safety, accessibility and environmental regulations, without operational disruption.
- Ensure that the license tracker is maintained and updated frequently.
- Emergency Response and Safety
- Oversee protocols, crowd management and emergency preparedness plans to always ensure a secure environment.
- Collaborate with HSEF team to develop, document, and communicate emergency response plans and procedures, involving key stakeholders.
- Coordinate with maintenance, HSEF and Security team to maintain a well-equipped emergency response mechanism and coordinate with first responders during an exigency.
- Retailer Partnership
- Act as a liaison for retailers; understand daily movement of material, stock and ensure adequate support is extended, to conduct business operations smoothly.




- Efficiently communicate with retailers to resolve concerns with regards to mall policies and procedures.
- Ensure advance communication is extended to retailers on any marketing activation, events scheduled, government notices that may affect the usual mall operations.
- Sustainability Initiatives
- Collaborate with maintenance and housekeeping team to initiate sustainability efforts, including the implementation of energy-efficient systems, waste reduction programs and eco-friendly practices.
- Track and report on sustainability metrics and progress toward sustainability goals.
- Reporting and Documentation
- Ensure that concerned teams provide accurate records of facility maintenance activities, repairs, and safety inspection.
- Prepare reports to summarize facility performance, budget status and progress on improvement initiatives.
- Pro-actively identify areas that require immediate attention and highlight to management as per defined escalation matrix.

C. Qualifications

- Bachelors degree in management or relevant field.

D. Skills / Competencies

- Proven experience in managing luxury retail malls or high-end commercial properties.
- In-depth knowledge of security and safety protocols.
- Financial acumen for budget management.
- Familiarity with facility management systems and technology.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail, with a keen eye for aesthetics.
- Ability to work in a agile and fast-paced environment.
- Effectively communicate with internal teams to enhance their shopping journeys.

E. Experience

- At least 7 - 8 years of relevant experience in the retail industry or luxury mall operations management.

📌 Manager - Mall Operations (Mumbai)
🏢 Jio World Plaza
📍 Mumbai