Head of retail and Operations

Job Description

About the CompanyWe are a mixed use real estate development in the city of Islamabad, Pakistan. The project includes a 36-floor hotel, three 23-floor residential and office towers and a four-floor shopping mall. It consists of a four-story shopping mall, a five-star hotel, two residential towers, a corporate tower, three skyscrapers containing corporate offices, residential apartments, and a hotel. The Mall offers entertainment in the form of a play area for children, known as Fun City .DescriptionKey Purpose:We are looking on behalf of our client for the position General Manager who will be responsible;úÿTo unite, lead and direct staff in achieving a unique competitive edge; proving that The Mall is indeed the best in the Pakistani market when it comes to providing the safest environment and the highest level of Customer Service Satisfaction when it comes to Retail, Leisure and food services.úÿTo run the mall efficiently maximizing operational stability. Ensuring quality control and ISO 2015 are implemented to achieve the best possible operational practices.úÿTo maximize growth and revenue by increasing tenancies within both the Mall.úÿToÿachieve cost optimisation through effective control & monitoring whilst maximising profits through business, demonstrating consistency in services and leadership delivery between the operational teams. Effective Staff Management, Timely Maintenance, Effective and swift action in HSSE, Implementing Emergency Protocols for all stakeholders using the Mall and ensuring the whole operation of the mega mall with regards to utilities, services, customer services, tenant management is managed smoothly.Key Accountabilities:

• Develop a structured business plan for the mall covering all key components of Mall operations.
• Develop sales and leasing plans to identify new clients and negotiate with prospective tenants to maximize income in line with the business plan.
• Ensure proper tenant mix and zoning within the mall in line with business strategy and market demand and to achieve desired footfall.
• Negotiation of leases both new and renewals across all categories including Anchors, line units, F&B and leisure.
• Develop and maintain a long-term beneficial relationship with all existing tenants and Retail Groups to ensure continued and future business.
• To prepare, review and adjust financial budgets, systems and processes and monitor performance against budget.
• To ensure smooth and positive relationship with the tenants, suppliers, and contractors. Develop and implement approved procedures and systems across all mall functions to ensure smooth co-ordination / co-operation among various internal departments to facilitate business needs and deliver positive customer and tenant experiences.

• Prepare plans and schedules for regular and periodic maintenance in conjunction with relevant department heads and follow up on quality and execution.
• Preparation and development of marketing and annual event plans/calendar.
• Follow up on the collection of monies owed from tenants and implementation of contractual terms.
• 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
• Follow legal procedures with respect to mall operations and tenant interactions.
• Develop and upkeep the corporate mall identity - ensure adherence to corporate brand guidelines.
• Identify and implement emergency planning and training opportunities to staff throughout the department for better understanding of emergency preparedness.
• Install an integrated and enhanced communication plan to better serve the organization in an emergency.
• Proper monitoring of the procurement mechanism adopted to procure regular items/supplies for on-going operations.
• Reduce operational cost through effective control & monitoring.
• Demonstrate consistency in services and leadership delivery between the operational shifts by identifying a leader on each shift.
• Implement a departmental communication forum to be inclusive in the department of departmental strategies.
• Provide professional development opportunities for staff to maintain the highest level of skill inventory.
• Staffing with right person, turnover analysis, performance management of the respective staff etc.
• Provide 24/7 support to tenants for R&M, utilities etc.
• Coordination with tenants for timely recoveries.
• Streamline processes for repairs, renovations, corrective & preventive maintenance. Different processes to be reviewed & improved
• Preparing and implementing HSSE plans and strategies as per International OSHA standards and revise existing standards if needed.
• Managing day to day operations & HSSE practices in facilities.
• Managing all Human Resources in Security Department, ensure HSSE training of staff and successfully implementation of duty rosters of staff in compliance with labor law act.
• Liaison with Law enforcement agencies, also to provide Security advisory for Top management, employees & tenants.
• Provide Repair & maintenance costs below trend.
• Perform repair maintenance and renovation work within the work-priority guidelines.
• Review and control allocated vs. actual consumed budget
• Provide utilities to all tenants of building with no service interruptions, and respond to occupant comfort issues in a timely manner.
• Provide utilities costs below the previous trends.
• Vetting of contracts, timely contracts renewal, measuring expense on contracts in case of third party.
• Represent the organisation at executive level meetings with government departments, regional network meetings, other service providers and stakeholder meetings
• Take steps to improve customer services inside the mall.
• Close coordination with corporate office.

Staff Management

• Ensure All Standard Operating Procedures for activities within your departments are written and followed consistently
• Ensure departmental organograms are updated, ensure resource planning and staff forecasting is accurately planned and requested in a timely manner, ensure all departmental staff JD & specifications are accurately documented, documenting individual work targets set, ensure staff profiling is set in accordance to the job design etc.
• Ensure appraisals are accurately set in accordance to the technical and soft skills required for individual roles and carried out without fail to assist in the improvement of your staff.
• Ensure departmental staff follow security protocols stringently.

Mall UpkeepúÿEnsure parking measures are appropriate for both residents and customers to the mallúÿEnsure the outside landscape is clean and tidy at all timesúÿEnsure Interior and exterior finishing works are accurately recorded, ensuring daily spot checks are carried out and all works are executed in a timely and quality controlled mannerÿEssential Qualifications:

Keyskills :