General manager – operations (south)

The General Manager – Operations leads Converge across South India campuses, accountable for tenant experience, amenity monetization, campus presentation, and framework deployment aligned to Brookfield Properties’ regional operations strategy. The role combines strategic leadership with on-ground execution, strong commercial judgement, and a hospitality mindset to scale experience and client relationships across the portfolio.
Core Work Areas
Regional Strategy & Governance
- Co-create the South region Converge roadmap with the Converge Corporate team and BP Regional Operations Head, aligned to asset strategy, leasing priorities, and campus positioning.
- Act as the regional champion for continuously evolving the tenant and employee value proposition.
- Develop and execute region-wide strategies that enhance campus stickiness, increase cost of change, and strengthen tenant loyalty.
- Lead pilot initiatives (formats, amenities, tech features) and institutionalize successful outcomes through governance, SOPs, and training.
Operations Excellence & SPV Interface
- Ensure best-in-class day-to-day campus operations (FOH, housekeeping, engineering coordination, security interface, F&B and retail) through Converge and campus operations teams.
- Partner closely with the Regional Operations Head and SPV FM partners to align Converge initiatives with building operations, capex, maintenance, and statutory requirements.
- Drive adherence to operating dashboards, SLA reviews, audits, and issue-resolution mechanisms, ensuring timely closure and reduction of repeat issues.
- Embed Converge requirements into regional planning for capex, refurbishment, signage, landscaping, and placemaking to keep campuses destination-ready.
Profitability & Revenue
- Own regional Converge revenue and margin levers, including space-on-hire, events, F&B, sponsorships, and fee-based services, in collaboration with Marketing and Leasing.
- Build and manage annual Converge budgets for the South, track performance vs. plan, and drive corrective actions to protect profitability and value creation.
- Partner with Retail Leasing, Marketing, and Converge P&A teams to curate amenity mix, brand collaborations, and activations that enhance experience and revenues.
- Negotiate and oversee key regional vendor and partner contracts, ensuring service quality, commercial efficiency, and compliance with Brookfield standards.
Tenant Experience, Engagement & Data
- Define regional tenant experience goals (NPS/CSAT, engagement, adoption) and ensure campuses have aligned initiative pipelines.
- Lead execution of placemaking events, app promotions, F&B activations, and community formats with consistency across campuses.
- Institutionalize feedback loops using surveys, app data, and on-ground insights to refine offerings and inform decision-making.
- Ensure effective deployment and adoption of Converge tech tools and app across the South region.
Team Leadership & Stakeholder Management
- Lead and mentor city and campus Converge teams with clear KRAs spanning strategic outcomes and operational performance.
- Operate effectively within a matrix across Operations, Leasing, Marketing, Security, and FM partners, aligning priorities and resolving conflicts.
- Build a strong service and hospitality culture, with focus on second-line leadership development and succession.
- Drive a regular review cadence including weekly campus calls, monthly regional reviews, and joint reviews with the Regional Operations Head.
Behavioural Attributes
- Strategic Operator: Balances long-term regional thinking with hands-on multi-site execution.
- Stakeholder Influencer: Effective with CXO-level tenants, Brookfield leadership, partners, and on-ground teams.
- Customer Obsessed: Strong hospitality mindset focused on elevating tenant and employee experience.
- Data Driven: Uses dashboards, analytics, and financials to drive decisions and challenge the status quo.
- Ownership & Resilience: High bias for action, comfort with ambiguity, and ability to manage multiple campuses and escalations.
Preferred Qualifications
- Graduate degree; MBA or equivalent in Hospitality, Real Estate, Business, or related field preferred.
- 15+ years’ experience in real estate, hospitality, facilities, or experience-led operations with regional/multi-site responsibility.
- Proven track record of leading large cross-functional teams, driving tenant experience, and managing P&L or significant revenue streams.
- Prior experience in matrix organizations and stakeholder management across landlords, occupiers, and operating partners preferred.