JLL—Mall Manager

Job description

Description: JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. Job Description Position: Mall Manager Location: Rajarhat, Kolkata, West Bengal Employer: JLL India Asset Type: Premium Mixed-Use Development Position Summary JLL is seeking an experienced and dynamic Mall Manager to lead the operations, customer experience, statutory compliance, tenant management, facility management, commercial performance, and asset enhancement initiatives for a landmark mixed-use development in Rajarhat, Kolkata. The property comprises approximately 600,000 sq. ft. built-up area, featuring: - 4 floors of premium retail space - 13 floors of Grade-A commercial office space - 2 levels of basement parking - Multiplex and entertainment zones (if applicable) - Multiple Food & Beverage outlets including bars, casual dining and quick-service restaurants - National and international marquee retail brands - Leading corporate occupiers and multinational companies The role requires strong leadership, stakeholder management, financial acumen, and operational excellence to maximize asset value, customer satisfaction, tenant retention, and revenue generation while maintaining world-class operational standards. Key Responsibilities Asset Operations Management - Oversee end-to-end operations of the mall and commercial complex. - Ensure uninterrupted functioning of all building services, utilities, and common areas. - Lead housekeeping, security, parking management, pest control, landscaping, and engineering operations. - Ensure the asset operates in accordance with JLL and Client operational standards. - Drive preventive and predictive maintenance programs. - Monitor daily operational KPIs and service delivery standards. Retail Operations & Tenant Management - Act as the primary point of contact for retail tenants. - Maintain strong relationships with marquee brands and anchor tenants. - Resolve tenant concerns related to operations, facilities, security, marketing, and customer experience. - Conduct regular tenant engagement meetings. - Monitor store opening compliance and operational standards. - Coordinate fit-out approvals and handover processes. - Ensure adherence to mall rules and lease obligations. Commercial Office Operations - Oversee operations of Grade-A commercial office spaces. - Engage with key corporate occupiers and facility representatives. - Ensure superior workplace experience and service delivery. - Manage common area maintenance and tenant satisfaction programs. - Coordinate with occupier facility teams for smooth operations. Financial Management - Prepare annual operating budgets and business plans. - Monitor operating expenses and identify cost optimization opportunities. - Drive budget adherence and operational efficiency. - Track CAM (Common Area Maintenance) recovery and service charge collections. - Review monthly P&L, variance analysis, and financial reports. - Support revenue enhancement initiatives across the asset. Customer Experience & Brand Positioning - Deliver exceptional customer experience across retail and commercial areas. - Monitor and improve customer satisfaction scores. - Lead implementation of customer engagement initiatives. - Ensure effective grievance redressal mechanisms. - Enhance footfall quality and visitor experience. - Maintain premium asset image and ambience. Food & Beverage Operations - Oversee all F&B and bar operations from a property management perspective. - Ensure compliance with food safety regulations and statutory licenses. - Coordinate with restaurant operators for operational excellence. - Ensure adequate support services, waste management, and hygiene standards. - Monitor customer experience within dining zones. Security, Safety & Risk Management - Ensure implementation of comprehensive security protocols. - Oversee security manpower deployment and surveillance systems. - Conduct regular emergency response and fire evacuation drills. - Ensure compliance with Fire & Life Safety standards. - Lead incident management and crisis response activities. - Coordinate with local authorities during emergencies. Engineering & Facility Management - Supervise MEP operations including: - HVAC systems - Electrical systems - DG sets - Transformers - Elevators and escalators - STP and WTP - Fire Fighting Systems - Building Management Systems (BMS) - Ensure uptime and asset reliability. - Implement energy conservation initiatives and sustainability programs. Statutory Compliance & Governance - Ensure compliance with: - West Bengal Municipal regulations - Fire safety requirements - Pollution Control Board norms - Excise regulations related to bars - Labour laws - Factory and Building regulations - Environmental and sustainability standards - Maintain all statutory records and licenses. Vendor & Contract Management - Manage all service partner contracts. - Conduct vendor performance reviews. - Ensure SLA compliance and service excellence. - Negotiate and optimize facility management contracts. - Drive procurement governance and cost efficiencies. Marketing & Revenue Enhancement Support - Collaborate with leasing and marketing teams. - Support event execution and promotional campaigns. - Drive initiatives to increase footfall and dwell time. - Support temporary leasing, kiosks, and revenue-generating opportunities. - Identify opportunities for asset value enhancement. Team Leadership - Lead multidisciplinary teams across: - Facility Management - Engineering - Security - Housekeeping - Parking Operations - Customer Service - Tenant Coordination - Develop high-performance culture. - Conduct regular performance reviews. - Mentor and coach operational teams. Key Performance Indicators (KPIs) - Tenant Satisfaction Index - Occupier Satisfaction Scores - Customer Experience Scores - Asset Uptime (%) - Budget Adherence - CAM Recovery Efficiency - Energy Cost Reduction - Security and Safety Compliance - Vendor Performance Scores - Footfall and Asset Activation Metrics - Audit Compliance Scores - ESG and Sustainability Targets Required Qualifications Education - Bachelor's Degree in Engineering, Business Administration, Hospitality Management, Real Estate Management, or equivalent. - MBA preferred. Experience - 12-18 years of experience in mall management, mixed-use developments, retail real estate, commercial property management or hospitality. - Minimum 5 years managing large retail/commercial assets above 500,000 sq. ft. - Experience working with institutional asset owners such as Brookfield, Blackstone, Phoenix, Nexus, DLF, Prestige, or similar organizations preferred. Competencies - Strong Leadership Skills - Stakeholder Management - Retail Operations Expertise - Commercial Property Management - Financial Acumen - Customer Experience Management - Vendor Management - Risk Management - Strategic Thinking - Negotiation Skills - Crisis Management - Communication & Presentation Skills Preferred Profile A seasoned mall management professional capable of running a flagship mixed-use destination comprising premium retail, F&B, entertainment, Grade-A office space, and high-profile corporate occupiers while delivering exceptional customer experience, operational excellence, tenant satisfaction, and financial performance in alignment with JLL and client strategic objectives. Sustainability, ESG & Energy Management The Mall Manager shall act as the custodian of sustainability and ESG objectives, ensuring the asset operates in line with global best practices for environmental stewardship, resource optimization, and occupant well-being. Key Responsibilities - Lead sustainability initiatives across retail, commercial, common areas, and parking facilities. - Drive reduction in energy, water, and waste footprints through measurable annual targets. - Monitor and improve key sustainability indicators including: - Energy Consumption (kWh/sq.ft.) - Water Consumption - Carbon Emissions - Waste Diversion from Landfill - Renewable Energy Utilization - Oversee implementation of: - Energy-efficient lighting systems - Smart Building Management Systems (BMS) - HVAC optimization programs - Water conservation measures - Rainwater harvesting systems - EV charging infrastructure - Ensure efficient operation of STP and WTP systems and maximize treated water reuse for flushing and landscaping. - Partner with engineering teams to identify energy-saving and cost-reduction opportunities. - Drive waste segregation and recycling initiatives across tenants, F&B outlets, and common areas. - Implement green procurement practices and sustainable vendor selection criteria. - Support ESG reporting requirements and sustainability audits. - Ensure compliance with IGBC, LEED, WELL, or other applicable green building certifications. - Conduct sustainability awareness programs for tenants, occupiers, visitors, and service partners. - Develop annual sustainability roadmaps and improvement projects. Sustainability KPIs - Energy reduction targets - Water conservation achievements - Carbon footprint reduction - Waste recycling percentage - Green audit scores - ESG compliance metrics - Sustainability project ROI Risk Management & Business Continuity The Mall Manager shall be responsible for maintaining a robust risk management framework covering operational, financial, safety, legal, reputational, and business continuity risks. Key Responsibilities Enterprise Risk Management - Identify, assess, and mitigate operational and strategic risks across the asset. - Maintain a comprehensive property risk register. - Conduct periodic risk assessments and mitigation reviews. - Track and report key risk indicators to client and JLL leadership. Life Safety & Emergency Preparedness - Lead site emergency response planning and preparedness. - Ensure readiness for: - Fire incidents - Natural disasters - Floods and water ingress - Power outages - Civil disturbances - Security threats - Medical emergencies - Conduct regular emergency drills and mock exercises. - Ensure fire and life safety systems remain fully operational and compliant. Business Continuity Planning - Develop and maintain Business Continuity Plans (BCP). - Establish Critical Incident Management procedures. - Coordinate disaster recovery planning with commercial occupiers and retail tenants. - Ensure uninterrupted operations during crisis situations. Regulatory & Compliance Risk - Ensure zero tolerance for statutory non-compliance. - Monitor all licenses, permits, and certifications. - Manage compliance audits and regulatory inspections. - Liaise with government authorities and local agencies. Risk Reporting - Prepare monthly and quarterly risk dashboards. - Conduct Root Cause Analysis (RCA) for incidents. - Track corrective and preventive actions. - Report critical risks to the stakeholders. Risk Management KPIs - Lost Time Injury Frequency Rate (LTIFR) - Number of Security Incidents - Fire Safety Audit Score - Emergency Response Readiness - Insurance Claim Closure Rate - Compliance Audit Results - Incident Reduction Metrics Vendor Contract Governance & Service Partner Management The Mall Manager shall provide strategic oversight of all outsourced service contracts while ensuring operational excellence, governance, compliance, and value optimization. Key Responsibilities Contract Management - Oversee all property-related service contracts including: - Security Services - Housekeeping - Engineering Maintenance - Pest Control - Landscaping - Parking Management - Waste Management - Façade Cleaning - Specialized Technical Services - Ensure proper implementation of contract terms, service specifications, and SLAs. - Monitor contract validity, renewals, and statutory compliance requirements. - Participate in RFP, tendering, and contractor onboarding processes. Vendor Performance Management - Develop vendor scorecards and performance metrics. - Conduct monthly, quarterly, and annual performance reviews. - Measure service delivery against KPIs and contractual obligations. - Implement corrective action plans for underperformance. - Drive continuous improvement initiatives. Financial Oversight - Validate vendor billing, invoices, and payment recommendations. - Ensure cost optimization without compromising service quality. - Identify opportunities for contract consolidation and productivity enhancement. - Support annual budgeting and forecasting processes. Governance & Compliance - Ensure all contractors comply with: - Labour laws - EHS requirements - Statutory regulations - JLL/Client standards - JLL governance policies - Conduct periodic contractor audits. - Monitor contractor insurance coverage and legal documentation. - Ensure contractor workforce safety compliance. Strategic Vendor Partnerships - Establish long-term partnerships with key service providers. - Drive innovation and technology adoption through vendor collaborations. - Promote sustainability-driven sourcing and procurement practices. - Encourage performance-based contracting models. Vendor Management KPIs - SLA Compliance Rate - Vendor Audit Scores - Cost Savings Achieved - Vendor Performance Index - Contract Compliance Rate - Safety Performance of Contractors - Customer and Tenant Service Satisfaction - Procurement Governance Compliance Location: On-site –Kolkata, WB Scheduled Weekly Hours: 48 If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table! At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing. 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If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.