Description
Job Description: Assistant General Manager – Operations & Customer Service

The Assistant General Manager (AGM) – Operations & Customer Service is responsible for the day
to-day operational efficiency and service excellence of the mall. This role ensures smooth facility
operations, high standards of customer service, tenant coordination, and a protected, welcoming shopping
environment, while supporting the General Manager in strategic and administrative functions.

Key Responsibilities

a. Operations Management
• Oversee daily mall operations including housekeeping, maintenance, security, parking, and
facility management
• Ensure compliance with safety, fire, and statutory regulations
• Monitor vendor and contractor performance (AMC agencies, security, cleaning, pest control,
etc.)
• Manage operational budgets, cost control, and expense tracking
• Coordinate with engineering/technical teams on HVAC, electrical, escalators, and building
systems
• Conduct regular facility audits and ensure prompt closure of maintenance issues

b. Customer Service




• Lead and mentor the customer service and guest relations team
• Ensure consistent, high-quality customer experience across all touchpoints (help desks,
information counters, valet, washrooms, etc.)
• Handle escalated customer complaints and ensure timely resolution
• Design and monitor customer service SOPs, mystery shopper audits, and feedback
mechanisms
• Drive initiatives to improve footfall experience, wayfinding, and accessibility

c. Tenant & Stakeholder Coordination
• Liaise with retail tenants on operational issues, fit-outs, and service-level compliance
• Coordinate with marketing and leasing teams for events, promotions, and campaigns
• Act as primary point of contact for tenant grievances related to operations

d. Team Leadership
• Supervise operations, housekeeping, security, and customer service staff/supervisors
• Conduct performance reviews, training, and capacity building for the team
• Prepare duty r

📌 Assistant General Manager (Bengaluru)
🏢 Phoenix Mills
📍 Bengaluru