Core Responsibilities:

Accountability

Supporting Actions

Business Operations and

Retail Performance

- Executing and coordinating sound strategies towards achieving the budgets;
- Ensure the operational SOPs are in place and the guidelines are adhered by all departments, service providers and/or tenants;
- Drive the implementation of Asset Enhancement Initiatives (AEI), which could involve centre expansion, refurbishment/repurposing spaces, and other strategic initiatives at the centre;
- Ensure all tenants, departments and vendors to remain fully compliant
- Ensure all tenant/ retailer/service provider statutory documentation are in-place as per pre-defined SOPs;
- Conduct frequent retailer audits (store front audits, brand & store & safety audits, retailer statutory compliance audits, fire & safety audit, etc.);
- Ensure EHS & FLS standards are maintained, regular trainings and protocol set up & monitoring done
- Conduct regular meetings with store managers & area managers to understand & discuss business & other critical operational issues;
- Manage tenant survey and retailer research and satisfaction survey;
- Responsible for the ADSR implementation, coordination with agency, handling escalations etc.;
- Perform routine inspection of the property to ensure that all vendors appointed for property management are adhering to SLAs and day to day operations of mall are well taken care of;
- Support the facility manager and/or service provider for facilities management for any support related to operational efficiencies, liaison, etc. Escalate any non- performance and/or compliance issues to the central SPOC managing all facility management vendors.
- Prepare plans and schedules for regular and periodic maintenance in conjunction with relevant department heads and follow up on quality and execution;
- Work closely with the Operations team to ensure building facilities engineering and conservancy services such as maintenance works, security, housekeeping, landscaping and parking are coordinated effectively; Perform routine inspection of the shopping centre to ensure that the day to day operations of mall are well monitored and taken care of;
- Drive the implementation of the Asset Enhance Initiatives (AEI). Coordinate with legal team in respect to mall operations and tenant interactions;
- Oversee compliance (water and waste management, fire inspections etc.) and liaison with civic agencies to ensure smooth operations of facilities;
- Ensure timely audits and 100% statutory compliance of all labor related matters of third party outsourced manpower

Engineering Services

Management (Technical

and Fire & Safety)

- Oversee the Property management agency
- Completing the budgeting exercise and seeking necessary approvals;
- Ensure the engineering SOPs are in place and are adhered to;
- Vendor finalization and contract management;
- Defining the SLAs and KPIs for the vendors




- Vendor Performance Management - ensure the vendor performance is tracked basis the SLAs and KPIs drawn for better execution;
- Establish a regular and systematic schedule of inspections for the facility, plant and Equipments;
- Ensure planned preventive maintenance program for repairs and servicing are scheduled at periodic intervals
- Oversee procurement & Inventory management of critical M & E spares;
- Adherence and monitoring PPM schedules, calibration of meters, work permits, regular shut down Activities, earth pits, health & safety guidelines for all M & E equipment DGs, transformers, lifts / elevators, MCBs, water pumps, fire hydrant pumps, firefighting equipments
- Oversee management of civil services – water proofing, leakage and seepage related issues
- Oversee client billing on utility
- Carry out major annual shut down servicing of all panels and carry out the service section smoothly and present the serviced reports to respected vendors.
- Ensure necessary risk inspections surveys are conducted, inspection survey reports are shared with the management, vendors and tenants and corrective actions are taken;
- Oversee / Organize Fire Evacuation Drill and training in Safety Equipment Handling for the internal / external members;
- Ensure emergency backup plan is in place for effective crisis management; Planning and driving effective security and safety awareness Work towards energy management program and other initiatives like – Kaizan, 5S, TPM Practices, Root cause analysis, IMS certification, NIST and other audit etc,;

Asset Enhancement

- The job purpose of this is role is to enhance the asset with various CAPEX initiative to provide enhance customer experience.

Fit out Management

- Oversee the complete process of fit out
- Handover the space on time to carry out the t out
- Coordination with various departments for timely completion of fit out
- Ensure timely NOC from all the departments

Financial Reviews

- Monthly monitoring of outsourced vendors performance to ensure that they are delivering as per defined SLA’s;
- Financial operations including budgeting, cash flow planning, feasibility studies, control of assets, budget monitoring;

Marketing & Events

coordination

- Develop and upkeep the corporate mall identity - ensure adherences to corporate brand guidelines;
- Coordinate with Marketing team for execution of events and campaigns
- Keep track on SOH & Marketing events for safety, hygiene and compliance as
- per standard policy

Relationship

Management





- Maintain effective relationship with government and other agencies for obtaining various clearances, approvals;
- Develop and maintain a long term beneficial relationship with all existing tenants a to ensure continued and future business;
- To ensure smooth and positive relationship with the tenants, suppliers and contractors;
- Resolves complaints and demands of tenants and work to remove the causes of the complaint and respond to their requests within the legal and contractual obligations;
- Oversee / hold vendor / tenant meeting at regular intervals;
- Resolves complaints and demands of tenants and work to remove the causes of

the complaint and respond to their requests within the legal and contractual obligations;

MIS, Reporting

- Forecasting operating budgets for the centre and ensure the set operating budgets are met;
- Maximizing NOI through a deliberate process of increasing all potential income

sources, while controlling expenses;

- Prepare TD report & sales analysis of operational stores in the centre, benchmark performance with the external market, TD and OC analysis YOY (retailer category wise);
- Work with relevant vendors and finance team on debtors ageing analysis, budget variance analysis;
- Monthly monitoring of tenants’ rental arrears to ensure they are kept to a minimum;
- Monthly / quarterly presentation to the management on overall mall management.

Team Management

- Ensure effective execution of the team members KRAs / KPIs;
- Provide timely resolution / guidance when required;
- Ensure good team discipline in terms of adherence to company’s policies, attendance as well as punctuality;
- Develop and maintain professional standards within the Mall Management team and to maintain the integrity of all systems and reports.

Team and Self-

Development

- Ensure timely updating of the required skills;
- Attending relevant forums / seminar for market updates / intelligence.

Qualifications / Experience Required

- Master’s degree in operations or business management (or a similar relevant qualification)
- 15-20 years' relevant experience, including at least 5-10 years in shopping centre / hospitality projects

Preferred Qualities

- Leadership skills
- Attention to detail
- Excellent time management and organizational skills
- Robust work ethic, intense drive, and initiative for quality and customer service.
- Ability to act and operate independently with minimal daily direction
- Ability to identify and resolve problems and develop alternative solutions on time
- Good interpersonal skills

VRSA is an equal opportunity employer. All aspects of employment, including decisions to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, medical condition, pregnancy, gender, sexual orientation or gender identity.

📌 Sr. Manager - Business Operations (Surat)
🏢 Virtuous Retail
📍 Surat