Cluster Head – Operations | North

Company: Pioneer Property Zone (PPZ)

Function: Mall Operations / Cluster Operations

Designation: Cluster Head – Operations – North

Location: North India

Reporting To: Business Head / Senior Management

Role Purpose The Cluster Head – Operations will be responsible for the overall operational, commercial and financial performance of PPZ-managed assets across the North region. The role will drive revenue, collections, profitability, client and retailer relationships, operational efficiency, team capability and business performance across the assigned portfolio.

The incumbent will be accountable for achieving cluster-level business KPIs while ensuring operational excellence, strong governance, cost optimization and high-quality stakeholder management.

Key Responsibilities

- Business & Financial Performance

- Own the overall AUM-North financial and operational performance across assigned assets.
- Drive Billing from Leasing for PPZ AUM-North.
- Drive Collections from Leasing for PPZ AUM-North.
- Drive Collections from Mall Marketing (MM) for PPZ AUM-North.
- Ensure achievement of overall billing and collection targets through effective monitoring and coordination with respective teams.
- Monitor EBITDA / Profitability of the portfolio and identify opportunities for revenue enhancement and cost optimization.
- Review monthly P&L;, revenue, collections, expenses and variance against budgets.
- Develop corrective action plans for assets not achieving financial targets.

2. Operational Excellence
- Ensure smooth and efficient day-to-day operations across all assigned malls/assets.
- Establish standardized operating practices across the North portfolio.
- Monitor operational KPIs, service quality, statutory compliance, safety and customer experience.
- Identify operational gaps and implement corrective and preventive actions.
- Drive cost-effective operations without compromising service standards.

3. Technology & Process Improvement
- Identify opportunities to leverage technology and automation to improve operational efficiency.
- Drive implementation of new software, digital tools and technology solutions across assets.




- Track the number of software/process solutions introduced and measure their impact on productivity, cost and efficiency.
- Promote data-driven decision-making and dashboard-based performance monitoring.

4. Client Management
- Develop and maintain strong relationships with clients, asset owners and senior stakeholders.
- Act as the key escalation point for operational and commercial matters.
- Conduct regular client reviews and present asset performance, financial results, operational updates and improvement plans.
- Ensure timely resolution of client concerns and maintain high levels of client satisfaction.
- Identify opportunities for business expansion and strengthening of PPZ's client relationships.

5. Retailer / Tenant Management
- Drive effective retailer and tenant relationship management across the portfolio.
- Ensure timely resolution of tenant concerns related to operations, facilities, billing, collections and common area services.
- Work closely with Leasing and Mall Marketing teams to improve retailer satisfaction and business performance.
- Support tenant retention, occupancy improvement and revenue realization.
- Establish structured tenant engagement and review mechanisms.

6. People Leadership & Talent Development
- Lead, mentor and develop the operations leadership team across the North cluster.
- Identify high-potential employees and create development plans for future leadership positions.
- Track the number of people developed / promoted / made ready for higher responsibilities.
- Build a solid succession pipeline for critical operational positions.
- Conduct regular performance reviews and ensure achievement of individual and team KPIs.
- Promote a culture of accountability, ownership, innovation and continuous improvement.

7. Cross-Functional Collaboration
- Work closely with Leasing, Mall Marketing, Finance, Projects, Facilities, Security,



HR and other functions to achieve cluster objectives.
- Ensure alignment between operational activities and commercial objectives.
- Support new business opportunities, transitions and operational takeovers as required.

Key Performance Indicators (KPIs)

KPIKey AccountabilityBilling – PPZ AUM NorthAchievement of overall cluster billing targetsBilling from Leasing – PPZ AUM NorthAchievement of leasing-related billing targetsCollection from Leasing – PPZ AUM NorthAchievement of leasing collection targetsCollection from Mall Marketing – PPZ AUM NorthAchievement of MM collection targetsEBITDA / ProfitAchievement of budgeted EBITDA and profitabilitySoftware / Process InnovationNumber of software/tools introduced to improve efficiencyPeople DevelopmentNumber of employees developed and prepared for higher rolesClient ManagementClient satisfaction, issue resolution and retentionRetailer ManagementTenant satisfaction, issue resolution and relationship qualityOperational ExcellenceCompliance, service quality, efficiency and customer experienceCost OptimizationReduction in avoidable operational costs and improved productivity

Candidate Profile

- Graduate / Postgraduate in Business Administration, Operations, Real Estate, Retail Management or related discipline.
- 15 years of relevant experience, preferably in mall operations, retail, real estate, hospitality or large-format asset management.
- Strong experience in managing multiple assets / clusters.
- Proven track record in revenue, billing, collections, EBITDA and P&L; management.
- Strong understanding of Leasing, Mall Marketing and retailer/tenant management.
- Experience in client-facing roles with senior stakeholders.
- Strong leadership and people-development capabilities.
- Demonstrated ability to introduce technology/process improvements.
- Strong analytical, commercial, negotiation and problem-solving skills.

Core Competencies

Strategic Operations | P&L; Management | Revenue & Collections | EBITDA Management | Client Management | Retailer Management | Team Leadership | Talent Development | Process Automation | Technology Adoption | Cost Optimization | Stakeholder Management | Business Development | Operational Excellence

📌 Cluster Head (India)
🏢 ICS REALTY
📍 India