GURMEET SINGH NAGI
Mumbai
Summary
Results-driven General Manager - Operations experienced in retail, hospitality, and real estate. Achieved profitability and operational efficiency through strategic management of mall operations, tenant relations, and customer engagement in high-traffic shopping centers across India and Dubai. Focused on fostering team development and driving digital transformation to exceed organizational goals.
Overview
22
22
years of professional experience
4
4
years of post-secondary education
Work History
General Manager - Operations
R City Mall
12.2022 - 04.2026
- Managing operations of flagship mall (GLA: 1.2M sq.ft.) with 250+ brands and 9 FECs.
- Spearheaded operations in loss prevention, fire & safety, tenant relations, and fitouts, ensuring operational integrity.
- Oversaw operations at Runwal Realty, ensuring effective management of property assets.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Implemented budget controls to manage expenses across various departments effectively.
- Coordinated staff training programs to improve service quality and operational efficiency.
- Achieved 100% compliance in MARSH audit findings.
- Strengthened mall safety through critical audits, significantly reducing fire incidents.
- Implemented Parking Guidance System enhancing customer convenience.
- Digitalized critical processes (checklists, permits, gate passes, license trackers, complaints) via Pazo software.
- Introduced digital directories, e-lockers, smoking cabins, and e-valet, reducing wait times.
- Analyzed sales data to inform inventory decisions and optimize product offerings.
- Resolved customer complaints promptly to maintain high satisfaction levels among shoppers.
Senior Manager - Operations
Inorbit Malls India Pvt. Limited
10.2020 - 06.2022
- Manager flagship premium property Inorbit Malad of 3.5 Lakh GLA
- Recognized as Torch Bearer for reinforcing organizational values through strategic initiatives.
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
- Planned manpower rationalization during COVID, reducing CAM expenses by 15%.
- Facilitated cross-departmental collaboration to streamline operational workflows.
- Rolled out loyalty program, onboarding 60,000 customers in 6 months.
- Initiated AI analytics to analyze gender-segmented footfall and customer behavior, enhancing data-driven decision-making.
- Developed budget forecasts for mall operations and promotional events.
- Directed compliance initiatives to meet safety and regulatory standards in all areas.
- Conducted regular performance appraisals for direct reports to provide feedback on their work performance.
- Ensured compliance with applicable laws, regulations, policies, and procedures across all business units.
Senior Manager - Operations
The ORB by Chalet Hotels Limited
03.2018 - 09.2020
- Spearheaded fit-outs and pre-opening budgets for premium F&B destination (30+ units).
- Managed retail arcade (120,000 sq.ft.) and business center (354,000 sq.ft., 25 companies, 4,500+ employees).
- Coordinated project timelines, design delivery, and stakeholder liaison to ensure seamless overall operations.
- Chalet Hotels Ltd., K. Raheja Corp.
- Led operational strategies to enhance customer engagement in retail spaces.
- Managed vendor relationships to ensure timely delivery of services and products.
Manager - Operations
Inorbit Malls India Pvt. Ltd.
07.2015 - 02.2018
- K. Raheja Corp.
- Managed daily operations to ensure efficient mall functionality and customer experience.
- Supervised maintenance teams to uphold cleanliness and safety standards throughout the mall.
Store Manager
Croma, Infiniti Retail
02.2014 - 06.2015
- Achieved sales and margin targets.
- Optimized inventory management and KPIs.
- Ensured top-quality customer service and grievance handling.
- Tata Group
Mall Manager
Landmark Group, Centrepoint LLC, Dubai, UAE
Dubai
10.2011 - 10.2013
- Managed day-to-day operations of four concepts; Lifestyle, Babyshop, Shoe mart and Splash.
- Anchored in-store promotions and optimized merchandise display.
- Oversaw housekeeping, security, and property engineering.
- Analyzed sales data to identify trends and adjust merchandising strategies accordingly.
Sr. Executive - Operations
Growel's 101 Mall
01.2010 - 09.2011
- Mumbai
Guest Service Associate
ITC Grand Maratha Sheraton & Towers
01.2004 - 12.2009
- Mumbai
Education
B.Sc. - Mathematics
Mumbai University
Mumbai, India 06.1999 - 01.2003
Skills
- Retail Operations Management
- Budgeting & Cost Control
- Operational Efficiency
- Risk management
- Team Leadership & Development
- Customer experience
- Brand Strategy Development
- Property Management
- Operational Efficiency
Languages
- English
- Hindi
- Punjabi
- Marathi
Date of birth:
26th April 1980
Timeline
General Manager - Operations
R City Mall
12.2022 - 04.2026
Senior Manager - Operations
Inorbit Malls India Pvt. Limited
10.2020 - 06.2022
Senior Manager - Operations
The ORB by Chalet Hotels Limited
03.2018 - 09.2020
Manager - Operations
Inorbit Malls India Pvt. Ltd.
07.2015 - 02.2018
Store Manager
Croma, Infiniti Retail
02.2014 - 06.2015
Mall Manager
Landmark Group, Centrepoint LLC, Dubai, UAE
10.2011 - 10.2013
Sr. Executive - Operations
Growel's 101 Mall
01.2010 - 09.2011
Guest Service Associate
ITC Grand Maratha Sheraton & Towers
01.2004 - 12.2009
B.Sc. - Mathematics
Mumbai University
06.1999 - 01.2003