Operations Manager

SCORECARD: POSITION : OPERATIONS MANAGER

Mission: To represent and create a culture of individual and team excellence that helps (a) Runs the on-ground event/daily meals operations for the company profitably (b) with Zero defects (c) with a high standard of customer centricity translating into a high client satisfaction score while contributing as a key member to the organizations culture and values.

What does a successful candidate at this role look like? - - - - - -

H/She is the face of the organization at events and client sites. The client usually is extremely satisfied with their customer centricity leading to a high customer satisfaction score, a high NPS score leading to increased client engagement/business, high client repeat business and a referral chain that originates from the client.

Key skill needed: High Customer Obsession. Is quick and responsive: To the client, to his/her team and to all stakeholders involved. We live in an increasingly demanding world where (within reasonable expected timelines) deliverables/requests are expected to be executed fast. The successful candidate is extremely self assured, self aware and is able to prioritize well.

Key skills needed: Time management/Prioritization and Planning and Bias for Action Our successful candidates are A level Team Players because we are an A level company. Our A level team players lay high standards of excellence for themselves and in a highly persuasive manner using maturity and persuasive arguments are able to convince the others too.

Key Skills needed: Insist on the Highest Standards, Emotional Intelligence You are insanely obsessed in doing the best for the customer and for the organizations sustainability on profitability by using data. You are detail oriented and will not relent in driving the best outcomes on costing, service standards, profitability and efficiency.

Key skills needed: Deep dive, Attention to Detail. In our organization, we believe in the adage that the Buck stops here. That does not mean we end up transgressing boundaries. But we also do not believe in passing the buck around. Help yourself to the highest standard and then help your colleague execute better too Key skills needed: Ownership We reward learners and those who are insanely curious. We also prefer folks who are solution oriented and problem solvers. Before you bring a problem to us, we would like if you think of 2-3 possible solutions too. Oh- and you must love Complexity and must be confident of managing it.

Key skills needed: Curiosity to learn, A calm approach and Problem Solving

If you fit all of the above and have read till here, we expect that you will grow and be with the organization for long enough. We do realize that to enjoy that journey, you would need exceptional colleagues too. Hence, hiring and developing the culture of the organization is paramount.

Key skills needed: Hiring and Developing the Best. - You must be comfortable in creating, implementing and following processes- both manual and tech driven. S/He must possess a high degree of computer literacy.

EXPECTED OUTCOMES (KRA’S) - - -

To achieve an average client satisfaction score of 95 %+ at all events To craft and implement a zero defect SOP strategy.

To ensure a high degree of pre-event planning to ensure that both on-site service teams and the backend teams are adequately able to support execution with

(a) A < 0.5 % unplanned / unbilled expense on site.

(b) An overall event profitability for the P and L as agreed by the management.

(c) Minimum unplanned sourcing that leads to less than optimized procurement costs.

We do recognize that the F and B business is highly complex but we expect our candidate to have a high degree of structure and diligence in the way they operate. - To be the organization’s culture champion and to hire and develop top player Operations Supervisors and Executives who are able to lead events without supervision. - To ensure that the client ends up with a high degree of satisfaction, refers us to others and gives us highly credible and positive reviews. - - Deliver Monthly / Quarterly P&L for a city/vertical/overall organization as mandated by the company.

Create SOP’s for Client Service Associates (ON ground)