Senior Executive - Operations

The Phoenix Mills Limited

25 days ago

Department / Division


Position reports to
Manager – Operations

External Interface
(Enlist external agencies/authorities that you are required to deal with while discharging your duty)
  • Retailers – Store Managers
  • Outsourced Agencies – Facility Managers, Supervisors
  • Local municipal authorities/ government and other regulatory bodies

Minimum Qualification
(i.e education, training etc.)
  • Graduate

Minimum Experience
  • 3-5 years of experience in Operations in retail industry

Special Skills/Attributes
(required for performing the job effectively)
  • Sound Knowledge of Mall Management practices
  • Principles of building and maintaining retailer / customer relationship

Overall Purpose/Objective
Of the job
  • Responsible for managing the mall operations in terms of building and maintaining retailer/ customer relationships, in order to provide the highest quality of services to the customers and increase footfalls and consumption at the mall.

Key Responsibilities
(List major responsibilities, that you have, to achieve the key objectives)
  • Ensure efficiency in Customer Service operations by monitoring the floor helpdesk, listen to customer queries and ensure swift resolution of same
  • Maintain and monitor customer compliant/issue register at the helpdesk and coordinate with other departments for timely resolution
  • Undertake inspections of each floor and / or designated area/ zone to check for presence of house-keeping and security staff at their designated places in adequate numbers
  • Manage the material movement across the various malls as per the defined polices/ procedures (inside and/ or outside the malls) and escalate instance of non-adherence
  • Maintain good working relationships with all retailers by interacting with them on a regular basis and resolve their issues
  • Ensuring efficiency of mall operations through managing the opening and closing time of the mall, supervising the activities performed by the housekeeping, parking and horticulture, etc on a daily basis
  • Manage the functioning of the floor helpdesk and ensure that the customer complaints are attended/ resolved in the shortest possible time
  • Monitor adherence to the defined/ desired timelines for resolution of retailer complaints through Smile Centres
  • Ensure that retailer queries related to CAN are addressed satisfactorily
  • Provide the necessary Operations information to the Finance team for preparation of monthly MIS reports a
  • Enforce Service Standards for the housekeeping agency, in line with corporate standards and the cleanliness and hygiene expected by the customers
  • Monitor the deployment plan of Housekeeping staff across the centre, and the housekeeping activity schedule
  • Ensures that floor managers (from the house-keeping agency) are provided with the SOP, deployment strategy, critical areas, standard SLAs etc.
  • Undertake regular reviews with Senior Officials from the Housekeeping agency in order to discuss performance and action plans
  • Ensure requisite training of the outsourced staff is conducted by the outsourcing agency

Minimum Qualification
(i.e education, training etc.)
  • Any Graduate

Primary Location: IN-UP-Lucknow
Work Locations: Lucknow Gomtinagar (PMC) Shan-e-awadh, Gomiti Nagar Extension, Sector 7 Lucknow 226010
Job: Operations
Organization: Mall Business
Schedule: Regular
Shift: Standard
Job Type: Full-time
Day Job
Job Posting: Oct 1, 2019, 7:10:59 AM