This role sits at the intersection of guest experience, process design, people enablement, and datadriven decision-making,SOP, customer experience streamlining

n

nSTORE STANDARDS & UPKEEP

n• Set and enforce Hygiene & Maintenance standards; build an internal audit cadence that

nidentifies gaps before they impact guest experience.

n• Lead Visual Merchandising and In-Store Communication standards in partnership with the

nMarketing team.

n• Oversee outlet redesign and infrastructure upgrade projects in collaboration with the Projects

nand Design team.

n

nB. DIGITAL ENABLEMENT & PROCESS AUTOMATION

n• Drive Contact Centre Automation, Digital Checklists, and Agile Discounting initiatives as part

nof the digital enablement roadmap.

nIdentify and implement technology solutions that reduce manual effort at the store level and

nimprove real-time visibility for operations management.

n• Partner with the IT and Analytics teams to build operational dashboards that enable data-driven

ndecision-making at store, cluster, and national levels.

n

nCOST EFFICIENCY & OUTLET MAINTENANCE

n• Lead cost efficiency initiatives across Energy Savings and Equipment Efficiency — identifying

nopportunities to reduce the operational cost base without compromising guest experience.

n• Build a proactive outlet maintenance programme that minimises downtime, reduces reactive

nrepair spend, and extends asset life.

n• Own the QHSE (Quality,



Health, Safety & Environment) framework including QHSE Audits,

nProcess Audits, and Inventory Audits.

n

n

nDEMAND FORECASTING & SUPPLY READINESS

n• Work with the Supply Chain and Production teams to build a Demand Forecasting capability that

nreduces wastage and ensures product availability.

n• Develop and maintain the Frozen Model — a standardised operating framework that can be

nreplicated efficiently as the company scales into new cities and formats.

n

nE. PEOPLE, TRAINING & CAPABILITY BUILDING

n• Define operational competency standards for store teams and work with the L&D; function to

nembed training that delivers measurable behavioural change.

n• Build the n-2 and n-3 operations leadership pipeline — ensuring the company always has ready

nsuccessors for every critical operational role.

n• Design and execute the People Relook programme for store-level teams, in partnership with HR

nand L&D.;

n

nCONTROLS, GOVERNANCE & REPORTING

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

n• Build and own the Operational Metrics & Dashboard — providing the COO, CEO, and Board with

na clear, real-time view of operational health.

n• Ensure all operational processes are compliant with regulatory, food safety, and brand

nstandards.

n

nKindly share CV at

📌 Operations Excellence/ Retail Excellence - QSR (Mumbai)
🏢 SG OASIS HR CONSULTANCY
📍 Mumbai