Mall Operations Technical Manager

Overview

Wave One Pvt Ltd, located in Sector-18, Noida, seeks an experienced Manager or Senior Manager for overseeing the operations of a commercial mixed-use property comprising a mall, cinema, business club, and commercial complex. This role involves comprehensive management responsibilities across various operational domains with an emphasis on technical acumen, facility maintenance, vendor management, and customer service excellence.

Core Responsibilities

• Lead daily operations of the entire commercial facility ensuring seamless functioning of mall, cinema, retail spaces, food courts, business club, commercial offices, and common areas.
• Ensure high standards of customer experience and service levels, continuously monitoring operational activities to improve processes.
• Conduct routine inspections to uphold excellence in housekeeping, security, horticulture, and engineering services.
• Manage both soft services (housekeeping, security, pest control, horticulture, waste management, concierge) and hard services (HVAC, electrical, plumbing, fire safety, DG/ GG sets, STP, WTP, elevators, BMS) with adherence to maintenance schedules and minimization of downtime.
• Drive technical operations by closely coordinating with Engineering and MEP teams; preferred candidates will have expertise in MEP systems, energy management, and service contract monitoring.
• Oversee cinema operator collaboration for efficient day-to-day operations, ensuring safety, customer service, and event readiness during peak times or movie launches.
• Maintain strong relations with retail tenants, addressing concerns, managing fit-out activities, and ensuring compliance with operational and statutory requirements.
• Control end-to-end tenant fit-out processes including design approval, statutory compliance, and coordination among stakeholders to ensure timely and regulation-compliant openings.
• Manage hospitality areas like the business club and banquet facilities to guarantee superior guest experience and event coordination.
• Handle customer escalations, maintain satisfaction benchmarks, and conduct regular service reviews.
• Manage vendor contracts, service level agreements, staffing deployment, compliance verifications, and financial controls including invoice verification and billing.
• Ensure all statutory safety compliances, including fire and life safety protocols, labor laws, and audit readiness.
• Develop and manage annual operating budgets, control expenses, monitor common area maintenance recoveries, analyze reports and recommend cost-effective measures without compromising quality.
• Lead and mentor cross-functional teams fostering a culture of professionalism, accountability, and operational excellence.

Candidate Profile

• Bachelor’s degree preferably in Hotel Management or related fields like Hospitality, Facility, Business, or Operations Management; MBA in related field advantageous.
• 15 to 20 years experience in operations and facility management, including at least 5 years in a managerial position within malls, hospitality, or mixed-use commercial environments.
• Age range target: 40-45 years.
• Preferred industries include shopping malls, commercial property developments, hotels, premium retail, multiplex/cinema operations, and facility management.
• Technical background or qualification in MEP, HVAC, BMS, fire safety, or building services highly preferred.

Key Competencies

• Excellent leadership and people management skills.
• Strong communication and interpersonal abilities.
• Customer service orientation and vendor management expertise.
• Proficiency in budgeting, cost control, crisis management, and decision making.
• Sound knowledge of statutory compliance and operational problem-solving.
• Familiarity with MS Office, MIS reporting, and preferably ERP or CAFM systems.

Performance Metrics

• Customer and tenant satisfaction indices.
• Adherence to SLA and KPI standards.
• Efficiency in utility cost management and CAM recovery.
• Compliance with preventive maintenance schedules.