Operations Manager

Key Responsibilities:

1. Outlet Operations

• Manage and monitor day-to-day operations of outlet.
• Ensure smooth opening, closing, and shift operations as per SOPs.
• Drive operational efficiency and ensure consistent implementation of brand standards.
• Conduct regular outlet visits and identify operational gaps.
• Ensure compliance with company policies, SOPs, checklists, and operational processes.

2. Sales & Business

• PerformanceDrive outlet sales, revenue growth, and achievement of business targets.
• Monitor daily, weekly, and monthly sales performance.
• Analyse key business metrics such as ATV, UPT, footfall, conversion, sales mix, and productivity.
• Identify opportunities to improve sales and customer retention.
• Develop and execute local store-level sales initiatives in coordination with the marketing team.

3. P&L & Cost Control

• Monitor outlet-level P&L and ensure profitability.
• Control food cost, beverage cost, manpower cost, wastage, utilities, and other operating expenses.
• Track and reduce operational leakages and unnecessary expenses.
• Ensure optimum manpower deployment based on business volume.
• Monitor budget versus actual performance and take corrective actions.

4. Product Quality

• Ensure consistency in beverages, food, and other products across outlets.
• Maintain prescribed recipes, portion sizes, presentation, and preparation standards.
• Ensure proper machine handling, calibration, cleaning, and preventive maintenance of equipment.
• Coordinate with the central kitchen, procurement, and supply chain teams for product availability and quality.

5. Customer Experience

• Ensure high standards of customer service and hospitality.
• Monitor customer feedback, complaints, online reviews, and service quality.
• Resolve customer complaints promptly and ensure corrective actions.
• Drive customer experience initiatives to improve repeat visits and brand loyalty.

6. People Management

• Lead, coach, and develop managers, Shift Managers & team members.
• Ensure adequate manpower availability across outlets.
• Work closely with HR for recruitment, onboarding, training, and retention.
• Conduct regular performance reviews and provide feedback to the team.
• Identify high-potential employees and develop internal talent.
• Maintain discipline, grooming, attendance, and service standards.

7. Training & Development

• Ensure effective induction and operational training for new employees.
• Conduct regular training on:
• Customer service
• Hygiene and food safety
• SOP adherence
• Upselling and suggestive selling
• POS and cash handling
• Ensure training effectiveness through regular audits and assessments.

8. Inventory & Supply Chain

• Monitor inventory levels and ensure availability of food ingredients, packaging, and consumables.
• Control stock variance, wastage, expiry, and pilferage.
• Ensure proper receiving, storage, FIFO/FEFO, and stock rotation.
• Coordinate with procurement and supply chain teams for timely replenishment.
• Monitor inventory audits and take corrective actions for variances.

9. Food Safety, Hygiene & Compliance

• Ensure compliance with FSSAI and applicable statutory requirements.
• Maintain high standards of food safety, hygiene, sanitation, and personal grooming.
• Conduct regular operational and hygiene audits.
• Ensure proper pest control, cleaning schedules, temperature controls, and documentation.
• Ensure all licenses, certificates, and mandatory records are maintained at outlets.

10. Maintenance & Asset Management

• Ensure proper functioning and maintenance of machines, kitchen equipment, POS systems, refrigeration, HVAC, and other assets.
• Coordinate with the maintenance team for preventive and breakdown maintenance.
• Minimise equipment downtime and operational disruption.
• Ensure proper care and utilisation of company assets.
• Key Performance Indicators (KPIs)Outlet Sales & Revenue Growth
• Same Store Sales Growth (SSSG)
• Outlet EBITDA / Profitability
• Average Transaction Value (ATV)
• Customer Footfall & Conversion
• Food & Beverage Cost %
• Manpower Cost %
• Wastage & Stock Variance
• Customer Satisfaction / Complaint Resolution
• Audit & Hygiene Scores
• Employee Productivity & Retention
• Training Compliance
• SOP Compliance
• Outlet Availability / Operational Uptime