Operation Head - Jewellery

Job Title: Operations Head

Location: Dadar (West), Mumbai

Key Responsibilities

1. Team Leadership & Department Coordination

• Lead and supervise core operational teams such as Stock, Inventory, Gold Accounts, CRM, Dispatch, and Order Management.

• Foster smooth communication and workflow between departments to ensure timely execution of tasks.

• Mentor, train, and upskill team members on operational SOPs and best practices.

2. Store & Back-Office Operations Management

• Oversee daily operations of all jewellery stores and central back-office functions.

• Monitor compliance with operational SOPs, audit checklists, and brand standards across all branches.

• Conduct periodic store visits to evaluate performance, identify improvement areas, and ensure process adherence.

3. Reporting, MIS & Analytics

• Manage and review daily/weekly/monthly MIS reports for management insights.

• Track operational KPIs including stock accuracy, order turnaround time, customer issue closure rate, and store performance metrics.

• Use data analytics to identify operational inefficiencies and recommend actionable improvements.

4. Customer Service & Issue Resolution

• Resolve escalated customer grievances with empathy, accuracy, and speed.

• Maintain a high-quality customer experience aligned with brand values and service standards.

• Coordinate with store teams, CRM, and manufacturing units to ensure timely resolution of customer orders and complaints.

5. Process Improvement & Standardization

• Develop, refine, and implement simple, scalable, and efficient SOPs for store and back-office processes.

• Identify operational gaps and introduce corrective mechanisms for continuous improvement.

• Collaborate with cross-functional teams to enhance system workflows, documentation, and quality control measures.

6. Stock Management & Gold Accounting

• Oversee end-to-end gold stock accounting, including inward/outward entries, purity checks, bullion management, and wastage tracking.

• Ensure 100% accuracy and zero discrepancies in physical and system inventory across all stores.

• Implement strong controls for stock movement, audits, and compliance with statutory and internal guidelines.

Key Skills & Competencies Required

• Excellent verbal and written communication skills

• Strong leadership and team management abilities

• Proven experience in customer handling and grievance management

• Analytical thinker with strong problem-solving capabilities

• Expertise in stock management, gold accounting, and jewellery retail operations

• High level of integrity, discipline, and ownership

Qualifications & Experience

• Graduation/MBA preferred (specialization in Operations/Retail Management a plus)

• 7–12 years of experience in jewellery retail operations

• Strong understanding of gold accounting, hallmarking, manufacturing flow, and retail SOPs

• Experience managing multi-store operations preferred

What We Offer

• Opportunity to work with a reputable, fast-growing jewellery brand

• Leadership role with significant scope to influence business operations

• Professional growth as part of Pednekar Jewellers’ national & international expansion journey