Centre Head Interchange

JOB PURPOSE

The role is responsible for the entire terminal management and needs to provide operational leadership for Terminal Operations & Guest Relations at GHIAL. This role requires strategize plans for extending exemplary services & facilities to passengers and stake holders to achieve highest standards of customer satisfaction and ASQ score of the organization. The incumbent will be responsible for adherence to the standards & recommendations from IATA, ICAO, ACI and MoCA. The role acts as the accountable manager for all operation related issues in the terminal, apart from operations the role is responsible for CMS (nodal officer for CMS), Baggage handling system, resource planning, all space allocation, projects that are taken up at terminal. To ensure excellent airport experience for VIPs,CIPs ,Celebrities, Bureaucrats, and Media thus creating good will for Organization and also build the brand image of GHIAL by ensuring showcasing Airport , GMRVF and other facilities to them. The incumbent ensures service levels at the airport are best in the industry by ensuring SLA adherence by outsource agencies and service providers. The role convenes & chairs Airport Facilitation meeting, Airport Security meeting , OTP committee meeting ,Haj Committee, coordination meeting -BCAS, CISF, Plant animal quarantine, airline operators committee etc

Interchange is a destination Retail project at ALD Hyderabad and a high value asset that shall be instrumental in the overall long term success of the entire Aerocity at Hyderabad. This position is for GM Operations Interchange that will oversee all aspects of Asset Management i.e. Facilities & operations, P&L ownership where the annual rental from FY 25-26 onwards is expected to be more than 65 cr (equal to an Enterprise Value of approximately Rs 800 cr for GHAL balance sheet as per current valuation norms), Tenant engagement with over + 125 tenants including some of the world s largest and reputed retail companies like Zara, Marks & Spencer, Apple, etc., curating the project i.e. to continuously innovate activities and themes through the year to enliven the visitors to retain high recall and visit frequency by visitors.

Over the next 3 years, the candidate is also expected to lead the entire asset management for ALD portfolio that shall consist of approximately 8 mn sqft BUA of self and 3d party assets where many assets shall be jointly owned by GMR and 3rd party financial investors. This shall require a strong lineage of asset management skills that are commensurate to global norms around operational processes, cost optimization, 3rd party vendor KPIs and managing an annual operational budget that is likely to be in the range of Rs. 8-10 cr.

ORGANISATION CHART

This position reports to CBO.

KEY ACCOUNTABILITIES

Mall Management

Support the BD Head in post pre-leasing /MOU to manage all tenant communication related to fitouts/infra/misc support till they are commissioned Hire the entire team of for running the Mall as an independent business unit accounting, re-leasing & short term leases like kiosks and product placement etc. and operations Responsible for day-to-day Operations of the asset including Projects, Fit-out, new stores opening, brand guidelines adherence. 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 consumer 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. Manage supplier performance of Facilities Management Service providers including developing governance models, SLAs and KPIs. Establish, maintain and drive annual capex and operational plans. Ensure proper tenant mix and zoning within the mall in-line with business strategy and market demand and to achieve desired footfalls and P&L with Net Operating Income goals as per AOPs. Resolve 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. Responsible for conducting internal audits, assessments, training/awareness campaigns for all levels of employees and various stakeholders aiming to achieve the targets/mission/vision of the organization. Drive & ensure EHS policies and procedures are adhered and followed. Lease administration, Contract management and renewals, Monthly reports & leasing tracker.

Asset Management

Assist the Head ALD to develop annual budget for the entire ALD portfolio for managing the overall CAM /operations P&L Target a 25% EBITDA on the CAM P&L by year 26-27 Develop the SOPs for managing the overall 3rd party and selfdevelopment portfolio that shall exceed 250 acres by 2025 and shall consist of highly complex and diverse assets such as universities, hospitals, offices, retail and industrial.

EXTERNAL INTERACTIONS

Tenants, Shoppers, Contractors, Architects, Security, Retail Associations, F&B operators, Cinema, FEC

Statutory bodies NAC, Police, PCB etc.

INTERNAL INTERACTIONS

CEO ALD, CBO, HODs, Corporate Relations, Legal, Finance, Projects, Design, Procurements and Contracts

Finance, Security, Corp Comm, Guest Relations

FINANCIAL DIMENSIONS

CAPEX Projects of 300 Cr with rent target of over Rs 65 cr by year 2027 No. of tenants at Interchange Vacancy levels Number of Statutory/ Regulatory Approvals obtained Number of Non-Compliance notices / reminders received (Govt. related) Planned v/s Actual infra development achieved (progress inside the Mall). Secondary revenue target aside of long term leases

OTHER DIMENSIONS

• 4-5 Executive reports to this position within the team.
• Matrix relationship with Airport City Operations team
• Coordination with all the internal departments for facilitation of work.
• Key Stakeholder Management

EDUCATION QUALIFICATIONS

• MBA preferred
• Excellent communication skills (Both spoken and written)
• Needs to be extremely good team player
• Good networking skill especially with all key stakeholders.

Excellent Relationship Development and Management Skills

RELEVANT EXPERIENCE

• Minimum 12-15 years of relevant experience in Mall operations and asset management with leading MNC and local top mall developers in India

Background of handling Govt. related matters shall be an added advantage.

COMPETENCIES