Senior Manager - Services

Job Title

Senior Manager - Services

Department / Division

Operations

External Interface

(Enlist external agencies/authorities that you are required to deal with while discharging your duty)

• Retailers – Store Managers
• Outsourced  Agencies
• Original Equipment Manufacturers (OEM), Vendors for the purpose of AMC, R&M ,Projects
• Government/ regulatory bodies (Department of electrical Inspector, Lift Inspector)

Minimum Qualification

(i.e education, training etc.)

• Engineering Graduate (Electrical/ Mechanical)

Minimum Experience

• 10- 15 years of  experience in Engineering; with at least 5 - 7 years in retail industry

Special Skills/Attributes

(required for performing the job effectively)

• Knowledge of Electrical, Elevator, Escalator, CCTV, FAS, PA System, Mall Pipe Music maintenance policies and processes
• Understanding of infrastructure installations with respect to Electrical, Fire Alarm, CCTV, PA and Music System, Data/Voice
• Knowledge of latest Electrical Installation.
• Knowledge of MOCB, OCB, Oil type Transformer
• Able to understand SLD
• Able to review and prepare BOQ with respect of R&M and Project work.
• Able to review and comment of MEP drawing of Fit out Store and Projects
• Able to guide team on technical front.
• Able to handle and guide technical team
• Experience of preparation of Engineering Budget

Operational 

Take over form Projects

• Obtain proper handover from the Project team in terms of understanding of  infrastructure installations, safety standards of equipments and conduct thorough checks of all equipments/ systems post installation
• Obtain and understand the operating manual, detailed warranty documents (including scope, and exclusions), licenses/ permissions and critical spares from the Project team
• Highlight project snags  identified within  a period of 3 – 6 months to the Projects team for resolution post handover of equipments and systems
• Provide inputs to develop plans for managing all key equipment / systems and installations, including setting performance and efficiency benchmarks, planned maintenance plans and measuring actual performance levels
• In coordination with the Chief Engineer formulate a planned preventive maintenance schedule (PPM) for all electrical equipments/ systems for the entire year based on the Asset History Card, Breakdown Register and the Equipment Manual
• Segregate the annual schedule into monthly and weekly maintenance activities in coordination with the Chief Engineer 
• Ensure inputs are received from OEMs for preparation of maintenance checklists and schedules
• Monitor adherence to the preventive maintenance schedule and note changes/ modifications (if any)  to the same
• Prepare a daily list of the checks that need to be carried out on the various equipment/ systems with their frequency (daily/ weekly/ monthly/ quarterly etc.) based on the equipment man           
• Ensure that all the necessary log-books/ daily checklists are filled in on time and in the manner prescribed
• Record  the snags (performance aberrations/abnormal indications) for all key electrical equipments/ systems, prepare a snag list and provide the same to the OEM/AMC team to ensure its proactive resolution
• Reviewing existing systems & procedures and design internal controls audit checks for various operational areas for achieving higher operational efficiency, resource rationalization and cost reduction
• Regulating and allocating jobs involving routine checkups and maintenance activities. Arrange issue of materials for proper job performance 
• To conduct Maintenance of HT & LT Motors, Maintenance of Transformer, Maintenance & Condition Monitoring, Maintenance of DG Sets, Maintenance of HT & LT Panels etc.
• Determine the cause of breakdown and undertake resolution of the same in the minimum possible downtime 
• Ensure resolution from the AMC vendor or OEM based on the severity and urgency of the situation
• Conduct an analysis of the breakdown/s occurred and incorporate the key learning’s in the preventive maintenance schedule/ activities
• Undertake daily inspection of the escalator and elevator equipment/ systems across the property to check its physical condition and functioning 
• Inspect the electrical cables, lights, telephone cables etc. on a regular basis to assess their maintenance requirements and safety conditions 
• Undertake replacements of electrical/ telephone cables if required across the property or within specific areas of the mall
• Ensure that the maintenance activities of DG system is carried out and recorded daily 
• Planning for Power Shutdown activities and Spare maintenance control

Preventive Maintenance / Routine Checks

Reducing the consumable cost of maintenance by emphasis on preventive/predictive maintenance.

Break-down Maintenance

Activities related to Electrical Equipment 

Appointment and deployment of outsourced staff

• In coordination with the Chief Engineer manage the deployment of outsourced staff in order to ensure that all the critical equipment/ areas are adequately manned

• Review the need for additional staff during resolution of major issues and/or during monsoons

Training

• Organize relevant training programs for        all engineering staff (including outsourced agency staff) by the OEM at the time of installation and post installation on a periodic/ monthly basis 
• Ensure that all technicians (from the outsourced agency) are well trained in the respective areas where they are deployed 
• Organize training programs on a need basis especially when the technical/ outsourced staff changes 
• Facilitate the fit-outs of new retailers in terms of provision of power connection, lights etc.
• Interact with retailers and manage timely and effective resolution of their issues pertaining to engineering/ technical such as power supply, lighting, sound systems etc. 
• Oversee that all hot works permitted within the store are carried out as per mall occupants manuals and in line with safety and security guidelines 
• Interact with helpdesk operations (SmileCentre) to review the status of logged, resolved, escalated complaints/ issues on a daily basis 
• Ensure that the status of the complaint and required timeline for its resolution is communicated regularly to the retailer 
• Attend/ conduct the engineering meetings (for Civil, Electrical, HVAC etc.) every morning to review the performance of the previous day and formulate action plan for the day
• Undertake a briefing session for the technical/ engineering staff at the start of the shift on a daily basis 
• Ensure that the lighting schedule is followed and lights are switched on and off in a timely manner
• Raise indents for any engineering maintenance work involving external contractors, procurement of consumables etc.
• Provide the consumption figures for electricity to the Finance team in order to facilitate the process of billing retailers for these utilities
• Provide the required technical assistance to the Events team for organization of various events in the mall
• Proactively seek knowledge of new/ latest technologies and procedures in areas of electrical equipment and systems (such as elevators, escalators, power saving systems etc.)
• List out all equipment (critical and non critical) and determine the kind of AMC (comprehensive and non- comprehensive) required for each
• Identify the agencies for the purpose of Annual Maintenance Contract (AMC) and define scope of work for them based on the areas to be covered and services to be provided
• Support the Procurement/ Purchase team in the technical evaluation of vendors and ensure that all agreements are in place
• Manage timely renewals of AMC post review and evaluation of the service provided over the year and any changes in the scope
• Prepare an AMC tracker for all engineering/ technical equipments and systems across the property 
• Monitor the common area maintenance activities through daily inspections and reporting
•    Track the CAM expenses and provide the consumption figures for utilities (i.e. HVAC, water etc.) to the Finance team so as to support them  in billing the common area expenses to the respective retailers
• Verify the bills raised for the outsourced staff based on attendance of the outsourced technical staff through the recordings of the bio-metric system
• Check and verify bills raised for any maintenance work undertaken within the property through job orders/ contractors
• Ensure AMC payments are made on time
• Liaise with government/ regulatory bodies (such as Power Company, Fire department) and/ or their representatives such as lift supervisor, electrical inspector etc. along with the Liasioning team / Security team to obtain the necessary licenses/ permissions etc.
• Determine and maintain required inventory levels of critical spare parts for all electrical equipment and systems
• Undertake  timely and effective execution of projects identified by Centre Director and/or Chief Engineer 
• Ensure adherence to budgets and project specifications
• Preparation of Standard Operating Procedures for Various Electrical equipments, Electrical Safety, Risk topics.

Retailer Relationship/ Support

Provide necessary support during relocation of stores in terms of technical/ engineering  requirements based on the nature of the store, structural modification of stores etc 

Day –to-day Operations 

Annual Maintenance Contracts (AMC)

Common Area Management (CAM)

Verification of Bills

Liasioning for licenses/ permissions

Inventory Management 

Miscellaneous Projects 

MIS Reporting 

• Provide engineering data (i.e. HVAC and water consumption figures) to the Finance team for compilation and preparation of MIS reports and check the data after compilation

Financial Responsibilities

• Provide inputs in the budget prepared for capital expenses for Engineering items (addition/ modifications in equipments/ systems)

• Provide inputs to the Chief Engineer on maintenance & repair costs, electricity and water consumption expenses, expenses on other utilities and consumables etc. in order to prepare the   engineering budget for the forthcoming year 

People Management

• Undertake capability building interventions for the team (outsourced staff) in terms of training & development activities, mentoring, job rotation etc.
• Monitor the performance of the outsourced staff within Engineering on a regular basis and ensure they work as per the defined financial processes and systems 
• Support the building of a customer-focused and performance –oriented culture within the organization

Leading a team of Assistant Managers / Shift In-charge and other site personnel in ensuring compliance to all Safety norms to minimize/achieve ZERO accidents through appropriate fire protection system & safety equipment’s

Overall Purpose/Objective

Of the job

Drives the development and implementation of the maintenance strategy across all the equipment / systems within the property; covering aspects of preventive and break-down maintenance, in order to provide a comfortable and secure environment for customers.

Key Responsibilities

(List major responsibilities, that you have,  to achieve the key objectives)

• Develop detailed plans for managing the performance of all key equipment / systems (Including FLS) and installations, proactive maintenance plans and measuring actual performance levels
• Ensure all the equipment/ systems are functional and in proper working conditions, with minimal downtime of critical equipments and all engineering activities are focused towards customer and retailer safety
• Prepare detailed engineering budget for the forthcoming year after analyzing previous year’s performance and growth expectations/ projections
• Formulate a preventive maintenance schedule for all equipments/ systems for the entire year based on the Asset History Card, Breakdown Register and the Equipment Manual and get the approval from the Centre Director on the same
• Determine the cause of breakdown and ensure the resolution of the same in the minimum possible downtime from the AMC vendor or OEM based on the urgency of the situation
• Monitor the deployment of outsourced staff in order to ensure that all the critical equipment are adequately manned
• Ensure that retailer issues pertaining to engineering/ technical such as air-conditioning, leakage, electricity, water etc. are handled effectively and in a timely manner
• Review the status of logged, resolved, escalated complaints/ issues raised by retailers/customers on a daily basis to improve the efficiency of the process and to identify areas for proactive maintenance
• Supervise the physical condition and functioning of fire equipment (extinguishers, pumps, sprinklers etc.), HVAC and electrical equipment/ systems, water and gas systems etc.
• Liaise with government/ regulatory bodies (office of Electrical Inspector and Lift Inspector) along with the Liaisoning team to obtain the necessary licenses/ permissions etc.
• Ensure timely goal setting, monitoring, review of performance parameters for team members