Role & responsibilities

This role sits at the intersection of guest experience, process design, people enablement, and data driven decision-making. The incumbent will be the company's internal benchmark-setter defining what 'great' looks like operationally and building the systems to make 'excellent' the norm, not the exception.

A.STORE STANDARDS & UPKEEP

• Set and enforce Hygiene & Maintenance standards; build an internal audit cadence that identifies gaps before they impact guest experience.

• Lead Visual Merchandising and In-Store Communication standards in partnership with the Marketing team.

• Oversee outlet redesign and infrastructure upgrade projects in collaboration with the Projects and Design team.

B. DIGITAL ENABLEMENT & PROCESS AUTOMATION

• Drive Contact Centre Automation, Digital Checklists, and Dynamic Discounting initiatives as part of the digital enablement roadmap.

• Identify and implement technology solutions that reduce manual effort at the store level and improve real-time visibility for operations management.

• Partner with the IT and Analytics teams to build operational dashboards that enable data-driven decision-making at store, cluster, and national levels.

C. COST EFFICIENCY & OUTLET MAINTENANCE

• Lead cost efficiency initiatives across Energy Savings and Equipment Efficiency identifying opportunities to reduce the operational cost base without compromising guest experience.

• Build a proactive outlet maintenance programme that minimises downtime, reduces reactive repair spend, and extends asset life.

• Own the QHSE (Quality, Health, Safety & Environment) framework including QHSE Audits, Process Audits, and Inventory Audits. D.



DEMAND FORECASTING & SUPPLY READINESS

• Work with the Supply Chain and Production teams to build a Demand Forecasting capability that reduces wastage and ensures product availability.

• Develop and maintain the Frozen Model a standardised operating framework that can be replicated efficiently as the company scales into new cities and formats.

E. PEOPLE, TRAINING & CAPABILITY BUILDING

• Define operational competency standards for store teams and work with the L&D; function to embed training that delivers measurable behavioural change.

• Build the n-2 and n-3 operations leadership pipeline ensuring the company always has ready successors for every critical operational role. • Design and execute the People Relook programme for store-level teams, in partnership with HR and L&D.; F. CONTROLS, GOVERNANCE & REPORTING

• Strengthen the internal audit framework across QHSE, Process, and Inventory dimensions.

• Build and own the Operational Metrics & Dashboard providing the COO, CEO, and Board with a clear, real-time view of operational health. • Ensure all operational processes are compliant with regulatory, food safety, and brand standards.

CANDIDATE PROFILE

• 1218 years of progressive operations experience, with at least 5 years in a multi-unit leadership role in F&B; or QSR.

• Proven track record of designing and implementing operational standards at scale ideally across 300+ outlets.

• Experience owning and improving mystery audit/quality audit programmes

Interested Candidates Can Share CV at -

Candiates having experience in Operational Excellence from QSR can apply.

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[email protected]

📌 Head - Operations Excellence Mumbai - From QSR
🏢 SG Oasis
📍 Mumbai