Business Operations Specialist

Location :

Chennai

Mohali

Key Responsibility :

A. Business Operations : -

• Lead the business operations team via executing and coordinating sound strategies towards achieving the budgets;
• Ensure the operational SOPs are in place and the guidelines are adhered by all departments, service providers and / or tenants;
• Drive the implementation of Asset Enhance Initiatives (AEI), which could involve centre expansion, refurbishments / repurposing spaces, and other strategic initiatives at the centre;
• Follow legal procedures with respect to mall operations and tenant interactions;
• Support all tenants, departments and vendors to remain fully compliant (labour, building permissions, pollution control, water, fire inspections, property tax etc.) and liaison with civic agencies to ensure smooth operations of facilities;
• Ensure all tenant / retailer / service provider documentation are in-place as per pre-defined SOPs;
• Work with the tenant coordination team in transitioning from the executed contract through to the handover of tenant spaces and commencement of fit out, through to trading;
• Conduct frequent retailer audits (store front audits, brand & store & safety audits, retailer statutory compliance audits, fire & safety audit, etc.);
• Conduct regular meetings with store managers & area managers to understand & discuss business & other critical operational issues;
• Manage tenant survey and retailer research and satisfaction survey;
• Responsible for the ADSR implementation, coordination with agency, handling escalations etc.;
• Perform routine inspection of the property to ensure that all vendors appointed for property management are adhering to SLAs and day to day operations of mall are well taken care of;
• Support the facility manager and / or service provider for facilities management for any support related to operational efficiencies, liaison, etc. Escalate any non-performance and / or compliance issues to the central SPOC managing all facility management vendors.
• Ensuring monthly collections against billing for the month to retailers
• Reconciliation of the brand accounts through coordination with the deployed outsourced agency.
• Collection of outstanding dues

B. Sales and Marketing Support : -

• Support execution of leasing activities of both new and renewals across all categories including : Anchors, line units, F&B and leisure;
• Support sales & marketing team to ensure successful leasing of promotional spaces to garner revenue;
• Oversee implementation of ATL, BTL, TTL, Guerilla marketing campaigns and brand strategies.

C. Relationship Management : -

• Maintain effective relationship with government and other agencies for obtaining various clearances, approvals;
• Develop and maintain a long term beneficial relationship with all existing tenants a to ensure continued and future business;
• To ensure smooth and positive relationship with the tenants, suppliers and contractors;
• Resolves complaints and demands of tenants and work to remove the causes of the complaint and respond to their requests within the legal and contractual obligations;
• Oversee / hold vendor / tenant meeting at regular intervals;

D. MIS, Reporting : -

• Forecasting operating budgets for the centre and ensure the set operating budgets are met;
• Maximizing NOI through a deliberate process of increasing all potential income sources, while controlling expenses;
• Prepare TD report & sales analysis of operational stores in the centre, benchmark performance with the external market, TD and OC analysis YOY (retailer category wise);
• Work with relevant vendors and finance team on debtors ageing analysis, budget variance analysis;
• Monthly monitoring of tenants’ rental arrears to ensure they are kept to a minimum;
• Budget management of campaigns in line with overall marketing budget and event wise ROI analysis;
• Monthly / quarterly presentation to the management on overall mall management.

E. Team and Self-Development : -

• Ensure effective execution of the team members KRAs / KPIs;
• Provide timely resolution / guidance when required;
• Ensure good team discipline in terms of adherence to company’s policies, attendance as well as punctuality;
• Ensure timely updation of the required skills;
• Attending relevant forums / seminars for market updates / intelligence.