Assistant General Manager - Operations

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 safe, 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 rosters and ensure adequate manpower coverage across shifts

e. Safety & Compliance 
• Ensure mall-wide compliance with fire safety, health, and emergency protocols
• Conduct mock drills and maintain emergency response readiness
• Liaise with local authorities (fire department, municipal corporation, police) as required

f.  Reporting & Administration 
• Prepare daily/weekly/monthly operational and customer service reports for the GM
• Track KPIs: footfall, complaint resolution time, service audit scores, cost per sq. ft.
• Support the GM in budgeting, planning, and strategic initiatives
Key Requirements 

a. Education 
• Bachelor's degree in Business Administration, Hospitality, Facility Management, or related field (MBA preferred)

b. Experience
• 10–15 years of experience in mall/retail operations, hospitality, or facility management
• Minimum 3–4 years in a supervisory/managerial role
• Prior experience in a retail mall, large-format retail, or hospitality environment strongly preferred

c. Skills & Competencies 
• Strong leadership and team management skills
• Excellent customer service orientation and complaint-resolution ability
• Sound knowledge of facility management, vendor management, and safety compliance
• Strong communication and stakeholder management skills
• Proficiency in MS Office; familiarity with CAFM/FM software is a plus
• Ability to work under pressure and manage multiple priorities
• Willingness to work flexible hours, including weekends and holidays (retail environment)

Key Performance Indicators (KPIs) 
• Customer satisfaction / NPS scores
• Complaint resolution turnaround time
• Facility uptime and audit compliance scores
• Operational cost management vs. budget
• Safety incident rate
• Staff attrition and training completion rates