HEAD OF OPERATIONS

Industry: QSR | Retail Chain
Experience Required: Minimum 10 Years
Department: Operations
Reporting To: Managing Director / Founder
Team Management: 100+ Employees
Employment Type: Full time, Senior Management

Key Roles & Responsibilities

1. Multi-Outlet Operations Management

- Oversee day-to-day operations of all existing and upcoming outlets.
- Ensure smooth functioning of stores, customer service, billing, inventory, and manpower.
- Implement standardized operating procedures (SOPs) across all locations.
- Conduct regular outlet audits and surprise inspections.
- Ensure consistency in product quality, presentation, portion sizes, and service standards.

2. Team Leadership & Manpower Management

- Independently manage and supervise a workforce of 100+ employees.
- Lead outlet managers, store managers, supervisors, cashiers, and operational staff.
- Develop reporting structures, accountability systems, and performance evaluations.
- Coordinate with HR for recruitment, training, retention, and manpower planning.
- Control staff productivity, attendance, overtime, and labour costs.
- Develop second-line leadership to support expansion.

3. Sales Growth & Profitability

- Drive outlet-wise sales targets and revenue growth.
- Monitor daily, weekly, and monthly sales performance.
- Improve store-level profitability through effective cost control.
- Reduce food wastage, inventory losses, and unnecessary operational expenses.
- Monitor food costs, manpower costs, and outlet-level P&L.;
- Identify underperforming outlets and implement corrective action plans.

4. QSR Operations Expertise

- Strong practical knowledge QSR operations and frozen dessert handling.
- Understanding of scooping standards, portion control, product consistency, and wastage management.
- Knowledge of dessert categories - added advantage




- Ensure compliance with food safety, hygiene, FSSAI requirements, and operational quality standards.

5. Inventory & Supply Chain Management

- Coordinate with central warehouse, purchase, and inventory teams.
- Ensure timely replenishment of raw materials, packaging, and consumables.
- Monitor stock availability, consumption, expiry, and wastage.
- Implement effective stock reconciliation and inventory controls.
- Ensure zero avoidable stockouts and minimum inventory discrepancies.

6. New Outlet Launch & Expansion

- Lead operational planning and execution of new outlet openings.
- Coordinate store readiness, equipment installation, manpower deployment, and staff training.
- Develop scalable operational systems for rapid multi-city expansion.
- Ensure new stores achieve operational stability and sales targets within defined timelines.
- Support company-owned and franchise outlet operations as required.

7. Customer Experience & Brand Standards

- Maintain excellent customer service across all outlets.
- Monitor customer feedback, online ratings, and complaint resolution.
- Ensure brand presentation, store cleanliness, staff grooming, and service quality.
- Improve order turnaround time and overall customer satisfaction.

8. MIS Reporting & Technology

- Monitor POS systems, PetPooja, inventory software, and outlet reporting.
- Submit daily sales and operational reports to management.
- Prepare weekly performance reviews and monthly outlet-wise profitability reports.




- Use operational data to identify business improvements and growth opportunities.

Key Performance Indicators (KPIs)

The Head of Operations will be evaluated on:

1. Outlet-wise sales achievement and revenue growth.
2. Store-level profitability and operating margins.
3. Food cost, wastage, and inventory variance control.
4. Manpower productivity and employee retention.
5. Customer satisfaction and complaint resolution.
6. SOP implementation, hygiene, and audit compliance.
7. New outlet launch timelines and operational readiness.
8. Daily reporting accuracy and management accountability.

Ideal Candidate Profile

We are looking for a hands-on operational leader, not just an administrative manager, who has successfully handled a large ice cream or QSR retail chain.

The candidate must be capable of independently running existing outlets while building the systems, processes, and leadership teams required to scale the brand into a major national QSR retail brand.

Compensation

Salary: Competitive and commensurate with experience, leadership capability, and previous achievements.

Performance Incentives: Linked to business growth, outlet profitability, and operational KPIs.

Our Expectations

The selected candidate will take complete ownership of the operational performance of the brand, ensuring that the business runs efficiently, profitably, and consistently, with minimum day-to-day intervention from the management.

Pay: ₹60,000.00 - ₹70,000.00 per month

Application Question(s):

- What is your Current CTC ?
- What is your expected CTC ?
- What is your minimum required Notice Period ?
- How many years exp you have in QSR ?
- How many outlets have you handled and what was the team size ?
- Do you reside in Lucknow or ready to relocate ?

Work Location: In person

📌 Head Of Operations (QSR Retail Chain) (Lucknow)
🏢 Nexhaa Xcellence
📍 Lucknow