Senior Manager

Company Overview:

Envisioned by Nita M. Ambani and spread over 18.5 acres in Mumbais Bandra Kurla Complex, the Jio World Centre is an iconic business, commerce, and cultural destination. A multifaceted development of its kind in India, it includes the musical Fountain of Joy, an upscale retail experience, a multivenue cultural centre, selection of cafs and fine dining restaurants, serviced apartments and offices, and one of Indias largest convention facilities the Jio World Convention Centre. The Centre opened to the public with the Jio World Convention Centre and the Fountain of Joy at Dhirubhai Ambani Square in early The Jio World Centre is strategically located in Mumbais vibrant business and cultural hub of Bandra Kurla Complex. This centre has been developed with an international design vocabulary, while honouring the culture and spirit of India.

A. JOB PURPOSE

Jio World Centre (JWC) is an 18.5-acre development celebrating art, culture, and Mumbai's heritage. The JWC Joint Operations Centre (JOC) is the worlds first command centre that co-locates teams from IT, Security, HSEF, O&M, Medical, and business operations under one roof, ensuring safe, reliable, and memorable user experiences.

The Site Shift Manager - JWC oversees daily operations, manages critical situations and emergencies, and ensures prompt detection, resolution, and reporting of service-impacting events by leveraging technology and management skills to support JOC services.

B. KEY OBJECTIVES

• Ensure consistent, high-quality shift operations and handle incidents, fostering strong relationships with operational teams.
• Comply with standard operating procedures and monitor dashboards to address deviations from KPIs and SLAs.
• Identify & promote continuous improvements, drive measures for effective operations in JOC.

C. SCOPE OF DELIVERY

Primary scope of delivery is Jio World Centre however, scope may be extended, as required.

D. JOB ACCOUNTABILITIES

• Lead and guide console operators, ensuring effective shift operations.
• Manage, resolve, and analyse issues as per SOPs, ensuring compliance and timely action.
• Oversee JOC staff rostering, deployment, and performance while monitoring KPIs/SLAs.
• Drive continuous service improvement and coordinate with third-party agencies for technical/operational issues.
• Conduct root cause analysis, prepare incident learnings, and oversee JWC operations during silent hour shifts.
• Support Head & Deputy Head - JOC during emergencies or crises.

E. SKILLS AND COMPETENCIES

• Effective team player in cross-functional teams, with sound technical knowledge in ELV and OT/IT systems.
• Strong leadership skills and high emotional intelligence for effective interpersonal communication and team collaboration with the ability to lead complex situations.
• Exceptional analytical and critical thinking skills in handling serious incidents, emergencies, and crisis situations.
• Skilled in problem-solving, innovative thinking, and implementing solutions while handling ambiguous real-time, complex, and dynamic cross-functional situations.
• Demonstrate an ownership mindset, proactive with a focus on execution excellence. Ability to effectively prioritize tasks and manage time.
• Skilled in root cause analysis, trend analysis, and process improvement; knowledgeable in project management.

F. QUALIFICATIONS

Technical degree preferred/ Graduate with MBA

G. EXPERIENCE

• Minimum 7 years of experience in complex technology-intensive, matrixed organizations & programs preferably hospitality, manufacturing, healthcare, airports, event-management, military, etc.
• Experience in senior operations role for 3 plus years with an experience of handling operations and emergencies.