The AVP / General Manager – Asset Operations will be responsible for providing strategic leadership and operational oversight for the organization’s commercial real estate portfolio, including Market of India and Mall of Madras. The role is accountable for maximizing asset value, operational efficiency, tenant satisfaction, occupancy, profitability, compliance, and sustainability while ensuring world-class property management standards.

About the Role

The incumbent will lead cross-functional teams covering asset operations, integrated facility management, engineering, tenant relations, finance, security, and vendor management to deliver superior commercial performance and customer experience.

Responsibilities

• Asset Operations & Portfolio Management
• Lead end-to-end operations of the commercial real estate portfolio.
• Develop and execute asset management strategies to maximize revenue, occupancy, and asset value.
• Drive operational excellence through standardized SOPs, governance frameworks, and performance metrics.
• Monitor portfolio performance including occupancy, tenant retention, operational efficiency, and profitability.
• Collaborate closely with Leasing, Finance, Projects, Marketing, Legal and Sales teams to achieve business objectives.
• Prepare periodic operational reviews and strategic recommendations for senior leadership.

• Property & Facility Management
• Lead integrated facility management operations across all commercial assets.
• Oversee Engineering, Electrical, Mechanical, Plumbing, HVAC, Fire & Life Safety, Security, Housekeeping, Parking, Landscaping, and Common Area Maintenance.
• Ensure implementation of preventive, predictive, and reliability-centered maintenance programs.
• Monitor service delivery through SLAs and KPIs.
• Improve operational efficiency through automation and best practices.
• Ensure uninterrupted functioning of all critical building infrastructure.

• Financial Management
• Develop annual operating budgets and capital expenditure plans.
• Monitor operational expenses and identify cost optimization opportunities.
• Maximize non-rental revenues including:
• CAM Recovery
• Parking Revenue
• Advertisement Income
• Events & Activation Revenue
• Value-added Services
• Conduct monthly financial reviews and variance analysis.
• Drive achievement of EBITDA, NOI, and profitability targets.

• Tenant Experience & Relationship Management
• Develop long-term relationships with tenants and occupiers.
• Lead tenant retention and lease renewal initiatives.
• Ensure timely resolution of tenant concerns.
• Monitor tenant satisfaction through structured feedback mechanisms.
• Introduce customer engagement initiatives to improve tenant experience.
• Coordinate with leasing teams for smooth tenant onboarding and fit-outs.

• Compliance, Governance & Risk Management
• Ensure compliance with:
• Fire & Life Safety Regulations
• Municipal Requirements
• Environmental Regulations
• Building Codes
• Labour Laws
• Statutory Approvals
• Ensure timely renewal of all licenses and statutory approvals.
• Lead operational audits and compliance reviews.
• Develop Business Continuity and Emergency Response Plans.
• Mitigate operational and commercial risks.

• Sustainability & ESG
• Drive ESG initiatives across commercial assets.
• Improve energy efficiency and sustainability performance.
• Lead initiatives related to:
• Energy Management
• Water Conservation
• Waste Management
• Carbon Reduction
• Support LEED, IGBC, WELL, or equivalent green building certifications.
• Promote smart building technologies and digital asset management solutions.

• Vendor & Contract Management
• Manage outsourced facility management partners and service providers.
• Lead vendor selection, negotiations, and contract administration.
• Establish vendor scorecards and performance review mechanisms.
• Ensure contractual compliance and cost optimization.
• Drive procurement efficiencies without compromising service quality.

• Team Leadership
• Lead multi-disciplinary operations teams across commercial assets.
• Build a high-performance, customer-centric culture.
• Develop succession planning and leadership development initiatives.
• Mentor departmental heads and site teams.
• Drive employee engagement, productivity, and capability building.

• Strategic Asset Initiatives
• Support acquisition and operational integration of new commercial assets.
• Conduct operational due diligence during acquisitions.
• Recommend initiatives to improve asset valuation and investor returns.
• Lead digital transformation and PropTech implementation.
• Benchmark operations against leading commercial real estate portfolios.

Qualifications

• Bachelor’s Degree in Engineering, Architecture, Facility Management, Real Estate, Business Administration, or a related discipline.
• MBA / PGDM preferred.
• Professional certifications such as CFM, FMP, PMP, RICS, IFMA, BOMA, or equivalent will be an added advantage.

Required Skills

• 18-25 years of experience in Commercial Real Estate, Asset Management, Property Management, or Facility Management.
• Minimum 8-10 years in a senior leadership role managing large commercial real estate portfolios.
• Experience managing:
• Grade-A Office Developments