Operations head

JLL; Ludhiana; On-site; INR 1,200,000 - 2,200,000; Full time

Benefits offered by this job

Competitive pay and benefits package

Job summary

JLL in Ludhiana, India is seeking an experienced Mall Operations & Hotel Management professional to oversee end-to-end mall operations, property management, tenant coordination, and customer services. You will manage contract services such as housekeeping, security, and maintenance, ensuring a safe, 100% leased and operational environment.

The role requires 10–15 years of experience inMall/Hotel operations or property management, with leadership capabilities and proficiency in MS Office.

Qualifications

• Degree in Electrical/Mechanical/Marine Engineering or Hotel Management.
• 10–15 years of Mall Operations/Hotel Management experience.
• Knowledge of facility management software.
• Residential site experience preferred for some roles.

Responsibilities

• Oversee complete mall operations including property management, tenant coordination, customer services, and contract services such as facility management, housekeeping, security, and maintenance.
• Ensure uninterrupted day-to-day operations and a safe, customer-friendly environment for retailers and visitors.
• Exposure to leasing terminology, trends, and problem solving for timely leasing and ensure mall is leased 100%
• Ensure 100% operational excellence along with tenants and customer satisfaction.
• Identify and track key performance indicators across different retailer categories.
• Maintain and manage databases for retailer performance and operational parameters.
• Coordinate with tenants on fit-outs, storefront guidelines, visual merchandising, signage, and display standards.
• Ensure adherence to mall design, branding, and fit-out guidelines.
• Strong understanding of retail presentation including lighting, fixtures, windows, displays, and merchandising solutions.
• Awareness of storefront trends and evolving retail practices.
• Establish criteria for vendor categorization, evaluation, and selection.
• Maintain vendor references and assess commercial capabilities.
• Monitor vendor performance on delivery, quality, and cost parameters.
• Conduct periodic vendor reviews and initiate corrective actions when required.
• Analyze and evaluate ongoing business and operational performance.
• Support business planning and annual budgeting processes.
• Ensure timely, accurate MIS and performance reporting to management.
• Develop strong insights into shopper behavior, preferences, and expectations.
• Understand retailer requirements including site selection criteria and merchandising preferences.
• Monitor RSI and CSI scores to identify trends and improvement areas.
• Identify and implement initiatives to enhance customer satisfaction and mall footfall.
• Ensure adherence to safety norms and statutory requirements.
• Knowledge and operation of fire safety equipment and emergency procedures.
• Implement and monitor safe practices across the mall premises.
• Manage traffic flow and parking operations for optimal utilization.
• Plan and manage crowd control during peak hours, events, and emergencies.
• Handle rush and panic situations effectively with coordination teams.
• Liaise with local authorities including Police, Fire Department, and Hospitals.
• Ensure compliance with local regulations and emergency preparedness.

Skills

Fluency in English

Interpersonal & communication

Analytical skills

MS Office proficiency

Leadership & teamwork

Education

Electrical/Mechanical/Marine Engineering or Hotel Management

Tools

Reporting tools

Job description

Job 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 peopleand empowering them tothrive, 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.

Roles and Responsibilities:

• Oversee complete mall operations including property management, tenant coordination, customer services, and contract services such as facility management, housekeeping, security, and maintenance.
• Ensure uninterrupted day-to-day operations and a safe, customer-friendly environment for retailers and visitors.
• Exposure to leasing terminology, trends , and problem solving for timely leasing and ensure mall is leased 100 %
• Ensure 100 % operational excellence along with tenants and customer satisfaction.
• Versed with P & L including rent collection, CAM Budgeting collection, Electricity Billing and related utility billing and collection.
• Identify and track key performance indicators across different retailer categories.
• Maintain and manage databases for retailer performance and operational parameters.
• Coordinate with tenants on fit-outs, storefront guidelines, visual merchandising, signage, and display standards.
• Ensure adherence to mall design, branding, and fit-out guidelines.
• Strong understanding of retail presentation including lighting, fixtures, windows, displays, and merchandising solutions.
• Awareness of storefront trends and evolving retail practices.
• Establish criteria for vendor categorization, evaluation, and selection.
• Maintain vendor references and assess commercial capabilities.
• Monitor vendor performance on delivery, quality, and cost parameters.
• Conduct periodic vendor reviews and initiate corrective actions when required.
• Analyze and evaluate ongoing business and operational performance.
• Support business planning and annual budgeting processes.
• Ensure timely, accurate MIS and performance reporting to management.
• Develop strong insights into shopper behavior, preferences, and expectations.
• Understand retailer requirements including site selection criteria and merchandising preferences.
• Monitor RSI and CSI scores to identify trends and improvement areas.
• Identify and implement initiatives to enhance customer satisfaction and mall footfall.
• Ensure adherence to safety norms and statutory requirements.
• Knowledge and operation of fire safety equipment and emergency procedures.
• Implement and monitor safe practices across the mall premises.
• Manage traffic flow and parking operations for optimal utilization.
• Plan and manage crowd control during peak hours, events, and emergencies.
• Handle rush and panic situations effectively with coordination teams.
• Liaise with local authorities including Police, Fire Department, and Hospitals.
• Ensure compliance with local regulations and emergency preparedness.

Skills & Competencies

• Fluency in English (written and spoken).
• Strong interpersonal, communication, and analytical skills.
• Proficiency in MS Office and reporting tools.
• Leadership skills with a collaborative and team-oriented approach.

Qualification

• Degree in Electrical/Mechanical /Marine Engineering/Hotel Management OR equivalent, with min 10-15 years of work experience in Mall Operation & Hotel Management.
• Thorough knowledge of computers and software using standard or customized software applications appropriate to assigned tasks

Experience

• 10-15 years of overall experience in Mall Operations / Hotel operations & / Property Management /.
• Prior experience at AGM / GM level preferred.

Industry Preference

• Mall Operations
• Hotel Management
• Real Estate / Property Management

Reporting:

You will be reporting to Asst. Key Account Director.

Sound like you? Here is what we’re looking for:

Being Analytical and Meticulous

Understanding and managing people dynamics is core to your role. You must have a keen eye for detail and have excellent problem-solving skills

Qualifications

You will have a Degree / Diploma in Electrical/Mechanical /Civil /Marine Engineering OR equivalent, with min 10-15 years of work experience in Facility Industry /Real Estate/ Hotel or Construction Industry. For residential sites candidates with residential experience will be preferred.

What we can do for you:

• We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.

Location:

On-site - Ludhiana, PB

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'repursuing.

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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. 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 [e-mail]. 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.