Mall Manager

Role Overview

This position is responsible for the smooth day-to-day functioning of a shopping mall in Thane. The role brings together facility upkeep, housekeeping, security, parking, tenant coordination, MEP monitoring, statutory compliance, customer experience, cost control, and management reporting.

Mall Operations and Facility Management

• Take charge of routine mall operations across common spaces, washrooms, utilities, back-of-house zones, and service passages.
• Keep the property infrastructure in proper working condition at all times.
• Carry out regular walkthroughs and close identified gaps promptly.
• Work with vendors for repairs, maintenance work, and AMC-related services.
• Make sure daily issues are closed on digital platforms within the defined turnaround time.
• Ensure all teams submit their daily checklists without exceptions.

Housekeeping

• Manage the housekeeping vendor and the deployment of manpower.
• Maintain cleanliness standards in common areas, parking zones, food courts, and service areas.
• Track hygiene practices, pest control, waste disposal, and STP/garbage handling.
• Run audits and enforce service-level commitments with housekeeping partners.

Security and Safety

• Oversee the security agency’s work, including access control, crowd handling, and emergency readiness.
• Ensure SOPs for fire safety, life safety, and evacuation are implemented properly.
• Coordinate mock drills and verify adherence to safety regulations.
• Interface with local authorities such as police, fire department, and municipality when needed.

Parking Operations

• Supervise parking systems and the associated manpower.
• Maintain smooth vehicle flow, revenue control, and visitor convenience.
• Monitor parking equipment, directional signage, and traffic movement.
• Respond quickly to parking-related customer concerns.

Tenant Relations and Coordination

• Serve as the main operations contact for tenants.
• Coordinate fit-outs, renovations, handovers, and store launch activities.
• Ensure tenants follow mall rules, design standards, and operating procedures.
• Resolve tenant concerns related to facilities, utilities, and shared services.

MEP Oversight

• Track the performance of HVAC, electrical, plumbing, fire-fighting systems, lifts, and escalators.
• Coordinate preventive and breakdown maintenance with MEP teams and vendors.
• Minimize service interruptions and keep tenant and customer operations running smoothly.
• Review daily logs, incident records, and energy consumption data.

Statutory Compliance

• Ensure licenses and compliance requirements remain current, including Fire NOC, lifts, DG sets, and pollution control approvals.
• Maintain proper records for inspections and audits.
• Work with consultants and authorities on renewals and approvals.

Customer Experience

• Maintain a safe, clean, and welcoming environment for visitors.
• Handle customer complaints and escalate issues wherever necessary.
• Support marketing and events teams during on-ground activations.
• Drive the mall’s CSI performance through high service standards.
• Achieve a minimum CSI score of 90%+ or the level set by management in periodic online customer surveys.
• Ensure 100% closure of customer and retailer complaints within the defined turnaround time.
• Target a minimum RSI score of 80%+ in monthly retailer surveys.

Cost and Vendor Management

• Monitor operational budgets and control expenses without affecting service quality.
• Review vendor invoices, manpower deployment, and service performance.
• Support initiatives aimed at reducing operating costs.

Reporting and MIS

• Prepare daily, weekly, and monthly reports on mall operations.
• Track incidents, complaints, utility consumption, and vendor performance.
• Share inputs with management on improvements, risks, and operational concerns.

Skills and Competencies

The ideal candidate should have strong knowledge of mall operations and facility management, practical exposure to housekeeping, security, parking, and MEP coordination, along with vendor and manpower handling capabilities. The role also calls for problem-solving, crisis handling, clear communication, tenant management, and familiarity with statutory and safety compliance requirements.

Additional Information

This is a full-time, onsite role based in Thane, Maharashtra, India.

Performance Expectations

• Maintain 100% closure of customer and retailer complaints within the defined turnaround time.
• Ensure all daily operational issues are closed within the required turnaround time on the digital platform.
• Keep daily checklists submitted by all teams at 100% completion.
• Deliver mall CSI and RSI targets as directed by management.