Deputy General Manager - Special Projects, Quality & Improvements at PHOENIX INC

Mumbai, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

04 Aug, 26

Salary

0.0

Posted On

06 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Operational Excellence, Quality Standards, Training & Development, Project Management, Hospitality Operations, Retail Operations, Capability Building, Performance Auditing, Strategic Execution, Team Leadership, Fire Life Safety Standards

Industry

Machinery Manufacturing

Description

Role Title: Deputy General Manager – Special Projects, Quality & Improvements : Hotel Vertical & Retail Centres . Reporting To: Varun Chhibber Role Mandate: Drive measurable improvements in customer experience, operational excellence, and quality standards across hotel operations and retail centers. Act as the central force for execution on high-impact initiatives, while institutionalizing a culture of discipline, grooming, and service excellence. Key Responsibilities: 1. Quality & Customer Excellence Leadership (Retail Centres) * Act as the Director of Quality across all centres * Elevate frontline standards: grooming, uniform discipline, body language, and interpersonal conduct * Build and deploy structured training programs for customer-facing teams * Create a culture of heightened service awareness and accountability 2. Training & Capability Building * Travel ~ 10 days/month across centres * Conduct hands-on training on: * Customer experience excellence * Operational efficiency * Fire life safety standards * Identify and scale best practices across locations 3. Operational Improvements (Hotels & Pre-openings) * Work closely with Amey on day-to-day operational enhancements * Identify gaps, remove friction, and drive execution discipline * Support pre-opening teams to ensure readiness benchmarks are exceeded 4. Special Projects (Chairman’s Office) * Lead high-impact, cross-functional projects across hotel and retail businesses * Operate as a problem-solver on strategic and execution-heavy initiatives * Ensure projects are delivered with speed, precision, and measurable outcomes 5. Team Building & Culture * Build a strong internal quality and training team over time * Embed a culture of operational excellence and ownership at the ground level -------------------------------------------------------------------------------- Candidate Profile: * 12–15 years of experience in hospitality, retail operations, or customer experience leadership roles * Strong grounding in frontline operations and training * Proven ability to drive behavioral change at scale * High energy, detail-oriented, and execution-focused * Willingness to travel extensively -------------------------------------------------------------------------------- Success Metrics (this is critical—don’t skip this): * Improvement in customer satisfaction/NPS across centers * Measurable uplift in audit scores (grooming, service, safety) * Reduction in operational inefficiencies and incidents * Training coverage and effectiveness across locations * Successful execution of special projects within defined timelines --------------------------------------------------------------------------------

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Responsibilities

Drive measurable improvements in customer experience and operational quality across hotel and retail centers. Lead high-impact special projects for the Chairman's Office and institutionalize a culture of service excellence.