Operations Manager

Job Summary

The Operations Manager is responsible for overseeing the daily operations and strategic expansion readiness of all company-owned and franchised outlets. This role drives standardization, efficiency, and profitability by ensuring strict compliance with all operational procedures, optimizing cost controls, and guaranteeing a consistently high level of customer experience.

Key Responsibilities

1. Standard Operating Procedure (SOP) Management & Compliance

• Implement and enforce the SOPs across all outlets, covering critical areas such as opening, closing, hygiene, cash handling, and audits.
• Achieve 100% compliance with all SOPs across the entire network (franchise and company-owned outlets).
• Conduct regular audits (weekly and monthly) focusing on operational execution, hygiene standards, financial controls, and staff discipline.

2. Operational Performance & Cost Control

• Monitor and analyze daily Outlet Management Information Systems (MIS), including sales, wastage, attendance, and inventory data.
• Actively manage and ensure strict cost controls, targeting specific percentages for Food Cost, Labor Cost, and Wastage levels.
• Standardize the customer experience across all locations, specifically focusing on speed of service and hygiene ratings.

3. Franchise Operations & Support

• Serve as the primary point of contact and first line of support for all operational issues raised by franchise outlets.
• Provide training and troubleshooting assistance to franchisee managers.
• Conduct and document monthly performance reviews for all franchise operations.

4. Training, Development, and Team Leadership

• Execute comprehensive training for Store Gurus and Assistant Store Gurus on all SOPs and standards.
• Oversee staff onboarding and ensure consistent adherence to grooming and presentation standards.
• Implement and track quarterly training sessions focused on service, hygiene, and upselling techniques.

5. Supply Chain and Vendor Coordination

• Coordinate effectively with the Purchase & Admin Manager to ensure the timely and quality supply of all necessary materials.
• Proactively monitor stock levels against sales data to prevent both shortages and costly overstocking.
• Ensure vendor compliance with agreed-upon delivery timelines and quality specifications.

6. New Outlet Launch Readiness

• Oversee and manage the pre-opening setup process for new outlets, including staff training, equipment installation, and SOP readiness.
• Conduct trial runs prior to launch to test systems, validate customer flow, and ensure operational readiness.

7. Escalation, Crisis, and Risk Management

• Act as the first point of escalation for all unresolved operational issues.
• Manage and resolve customer complaints that have not been adequately handled at the outlet level.
• Lead crisis management efforts for critical operational disruptions (e.g., supply shortages, major equipment breakdowns, significant staffing gaps).

Apply Now!

CTC-: up to 6 LPA
Experience: 2-3 years