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