JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Position: Mall Manager

Location: Rajarhat, Kolkata, West Bengal

Employer: JLL India

Asset Type: Premium Mixed-Use Development

Position Summary

JLL is seeking an experienced and dynamic Mall Manager to lead the operations, customer experience, statutory compliance, tenant management, facility management, commercial performance, and asset enhancement initiatives for a landmark mixed-use development in Rajarhat, Kolkata.

The property comprises approximately 600,000 sq. ft. built-up area, featuring:

4 floors of premium retail space

13 floors of Grade-A commercial office space

2 levels of basement parking

Multiplex and entertainment zones (if applicable)

Multiple Food & Beverage outlets including bars, casual dining and quick-service restaurants

National and international marquee retail brands

Leading corporate occupiers and multinational companies The role requires strong leadership, stakeholder management, financial acumen, and operational excellence to maximize asset value, customer satisfaction, tenant retention, and revenue generation while maintaining world-class operational standards.

Key Responsibilities

Asset Operations Management

Oversee end-to-end operations of the mall and commercial complex.

Ensure uninterrupted functioning of all building services, utilities, and common areas.

Lead housekeeping, security, parking management, pest control, landscaping, and engineering operations.

Ensure the asset operates in accordance with JLL and Client operational standards.

Drive preventive and predictive maintenance programs.

Monitor daily operational KPIs and service delivery standards.

Retail Operations & Tenant Management

Act as the primary point of contact for retail tenants.

Maintain strong relationships with marquee brands and anchor tenants.

Resolve tenant concerns related to operations, facilities, security, marketing, and customer experience.

Conduct regular tenant engagement meetings.

Monitor store opening compliance and operational standards.

Coordinate fit-out approvals and handover processes.

Ensure adherence to mall rules and lease obligations.

Commercial Office Operations

Oversee operations of Grade-A commercial office spaces.

Engage with key corporate occupiers and facility representatives.

Ensure superior workplace experience and service delivery.

Manage common area maintenance and tenant satisfaction programs.

Coordinate with occupier facility teams for smooth operations.

Financial Management

Prepare annual operating budgets and business plans.

Monitor operating expenses and identify cost optimization opportunities.

Drive budget adherence and operational efficiency.

Track CAM (Common Area Maintenance) recovery and service charge collections.

Review monthly P&L;, variance analysis, and financial reports.

Support revenue enhancement initiatives across the asset.

Customer Experience & Brand Positioning

Deliver exceptional customer experience across retail and commercial areas.

Monitor and improve customer satisfaction scores.

Lead implementation of customer engagement initiatives.

Ensure effective grievance redressal mechanisms.

Enhance footfall quality and visitor experience.

Maintain premium asset image and ambience.

Food & Beverage Operations

Oversee all F&B; and bar operations from a property management perspective.

Ensure compliance with food safety regulations and statutory licenses.

Coordinate with restaurant operators for operational excellence.

Ensure adequate support services, waste management, and hygiene standards.

Monitor customer experience within dining zones.

Security, Safety & Risk Management

Ensure implementation of comprehensive security protocols.

Oversee security manpower deployment and surveillance systems.

Conduct regular emergency response and fire evacuation drills.

Ensure compliance with Fire & Life Safety standards.

Lead incident management and crisis response activities.

Coordinate with local authorities during emergencies.

Engineering & Facility Management

Supervise MEP operations including: HVAC systems

Electrical systems

DG sets

Transformers

Elevators and escalators

STP and WTP

Fire Fighting Systems

Building Management Systems (BMS)

Ensure uptime and asset reliability.

Implement energy conservation initiatives and sustainability programs.

Statutory Compliance & Governance

Ensure compliance with: West Bengal Municipal regulations

Fire safety requirements

Pollution Control Board norms

Excise regulations related to bars

Labour laws

Factory and Building regulations





Environmental and sustainability standards

Maintain all statutory records and licenses.

Vendor & Contract Management

Manage all service partner contracts.

Conduct vendor performance reviews.

Ensure SLA compliance and service excellence.

Negotiate and optimize facility management contracts.

Drive procurement governance and cost efficiencies.

Marketing & Revenue Enhancement Support

Collaborate with leasing and marketing teams.

Support event execution and promotional campaigns.

Drive initiatives to increase footfall and dwell time.

Support temporary leasing, kiosks, and revenue-generating opportunities.

Identify opportunities for asset value enhancement.

Team Leadership

Lead multidisciplinary teams across: Facility Management

Engineering

Security

Housekeeping

Parking Operations

Customer Service

Tenant Coordination

Develop high-performance culture.

Conduct regular performance reviews.

Mentor and coach operational teams.

Key Performance Indicators (KPIs)

Tenant Satisfaction Index

Occupier Satisfaction Scores

Customer Experience Scores

Asset Uptime (%)

Budget Adherence

CAM Recovery Efficiency

Energy Cost Reduction

Security and Safety Compliance

Vendor Performance Scores

Footfall and Asset Activation Metrics

Audit Compliance Scores

ESG and Sustainability Targets

Required Qualifications

Education

Bachelor's Degree in Engineering, Business Administration, Hospitality Management, Real Estate Management, or equivalent.

MBA preferred.

Experience

12-18 years of experience in mall management, mixed-use developments, retail real estate, commercial property management or hospitality.

Minimum 5 years managing large retail/commercial assets above 500,000 sq. ft.

Experience working with institutional asset owners such as Brookfield, Blackstone, Phoenix, Nexus, DLF, Prestige, or similar organizations preferred.

Competencies

Strong Leadership Skills

Stakeholder Management

Retail Operations Expertise

Commercial Property Management

Financial Acumen

Customer Experience Management

Vendor Management

Risk Management

Strategic Thinking

Negotiation Skills

Crisis Management

Communication & Presentation Skills

Preferred Profile A seasoned mall management professional capable of running a flagship mixed-use destination comprising premium retail, F&B;, entertainment, Grade-A office space, and high-profile corporate occupiers while delivering exceptional customer experience, operational excellence, tenant satisfaction, and financial performance in alignment with JLL and client strategic objectives.

Sustainability, ESG & Energy Management The Mall Manager shall act as the custodian of sustainability and ESG objectives, ensuring the asset operates in line with global best practices for environmental stewardship, resource optimization, and occupant well-being.

Key Responsibilities

Lead sustainability initiatives across retail, commercial, common areas, and parking facilities.

Drive reduction in energy, water, and waste footprints through measurable annual targets.

Monitor and improve key sustainability indicators including: Energy Consumption (kWh/sq.ft.)

Water Consumption

Carbon Emissions

Waste Diversion from Landfill

Renewable Energy Utilization

Oversee implementation of: Energy-efficient lighting systems

Smart Building Management Systems (BMS)

HVAC optimization programs

Water conservation measures

Rainwater harvesting systems

EV charging infrastructure

Ensure productive operation of STP and WTP systems and maximize treated water reuse for flushing and landscaping.

Partner with engineering teams to identify energy-saving and cost-reduction opportunities.

Drive waste segregation and recycling initiatives across tenants, F&B; outlets, and common areas.

Implement green procurement practices and sustainable vendor selection criteria.

Support ESG reporting requirements and sustainability audits.

Ensure compliance with IGBC, LEED, WELL, or other applicable green building certifications.

Conduct sustainability awareness programs for tenants, occupiers, visitors, and service partners.

Develop annual sustainability roadmaps and improvement projects.

Sustainability KPIs

Energy reduction targets

Water conservation achievements

Carbon footprint reduction

Waste recycling percentage

Green audit scores

ESG compliance metrics

Sustainability project ROI

Risk Management & Business Continuity The Mall Manager shall be responsible for maintaining a robust risk management framework covering operational, financial, safety, legal, reputational, and business continuity risks.

Key Responsibilities

Enterprise Risk Management

Identify, assess, and mitigate operational and strategic risks across the asset.

Maintain a comprehensive property risk register.

Conduct periodic risk assessments and mitigation reviews.





Track and report key risk indicators to client and JLL leadership.

Life Safety & Emergency Preparedness

Lead site emergency response planning and preparedness.

Ensure readiness for: Fire incidents

Natural disasters

Floods and water ingress

Power outages

Civil disturbances

Security threats

Medical emergencies

Conduct regular emergency drills and mock exercises.

Ensure fire and life safety systems remain fully operational and compliant.

Business Continuity Planning

Develop and maintain Business Continuity Plans (BCP).

Establish Critical Incident Management procedures.

Coordinate disaster recovery planning with commercial occupiers and retail tenants.

Ensure uninterrupted operations during crisis situations.

Regulatory & Compliance Risk

Ensure zero tolerance for statutory non-compliance.

Monitor all licenses, permits, and certifications.

Manage compliance audits and regulatory inspections.

Liaise with government authorities and local agencies.

Risk Reporting

Prepare monthly and quarterly risk dashboards.

Conduct Root Cause Analysis (RCA) for incidents.

Track corrective and preventive actions.

Report critical risks to the stakeholders.

Risk Management KPIs

Lost Time Injury Frequency Rate (LTIFR)

Number of Security Incidents

Fire Safety Audit Score

Emergency Response Readiness

Insurance Claim Closure Rate

Compliance Audit Results

Incident Reduction Metrics

Vendor Contract Governance & Service Partner Management The Mall Manager shall provide strategic oversight of all outsourced service contracts while ensuring operational excellence, governance, compliance, and value optimization.

Key Responsibilities

Contract Management

Oversee all property-related service contracts including: Security Services

Housekeeping

Engineering Maintenance

Pest Control

Landscaping

Parking Management

Waste Management

Façade Cleaning

Specialized Technical Services

Ensure proper implementation of contract terms, service specifications, and SLAs.

Monitor contract validity, renewals, and statutory compliance requirements.

Participate in RFP, tendering, and contractor onboarding processes.

Vendor Performance Management

Develop vendor scorecards and performance metrics.

Conduct monthly, quarterly, and annual performance reviews.

Measure service delivery against KPIs and contractual obligations.

Implement corrective action plans for underperformance.

Drive continuous improvement initiatives.

Financial Oversight

Validate vendor billing, invoices, and payment recommendations.

Ensure cost optimization without compromising service quality.

Identify opportunities for contract consolidation and productivity enhancement.

Support annual budgeting and forecasting processes.

Governance & Compliance

Ensure all contractors comply with: Labour laws

EHS requirements

Statutory regulations

JLL/Client standards

JLL governance policies

Conduct periodic contractor audits.

Monitor contractor insurance coverage and legal documentation.

Ensure contractor workforce safety compliance.

Strategic Vendor Partnerships

Establish long-term partnerships with key service providers.

Drive innovation and technology adoption through vendor collaborations.

Promote sustainability-driven sourcing and procurement practices.

Encourage performance-based contracting models.

Vendor Management KPIs

SLA Compliance Rate

Vendor Audit Scores

Cost Savings Achieved

Vendor Performance Index

Contract Compliance Rate

Safety Performance of Contractors

Customer and Tenant Service Satisfaction

Procurement Governance Compliance

If this resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL –

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility.

That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

📌 Mall Manager (Kolkata)
🏢 JLL
📍 Kolkata