General Manager Operations

Reporting To:

Location:

Job Overview

General Manager - Operations

Key Responsibilities

Operational Management

• Oversee

  end-to-end operations of all outlets

  , including restaurants, cafés, kiosks, delivery, and franchisee stores.
• Manage and optimize

  Zomato, Swiggy, and other aggregator listings

  , including onboarding, performance tracking, and digital sales growth.
• Supervise the

  New Store Opening (NSO) team

  , ensuring smooth launches and successful ramp-up of outlets.
• Develop and implement

  policies that help outlets achieve faster break-even

  .
• Ensure compliance with

  health, hygiene, food safety, and licensing regulations

  .
• Monitor supply chain, central kitchen operations, and vendor performance to minimize cost and wastage.
• Assist in

  business expansion and new ventures

  , ensuring operational readiness and scalability.

Team Leadership & People Development

• Lead the

  pan-India operations team

  (regional & outlet-level managers).
• Build a strong performance culture by setting clear targets, mentoring managers, and motivating teams.
• Align staffing across outlets, ensuring training, skill enhancement, and high employee engagement.
• Conduct regular reviews and meetings to resolve operational challenges and foster collaboration.

Customer & Client Experience

• Ensure

  exceptional guest satisfaction

  by upholding service standards and effectively resolving escalations.
• Analyze

  customer and aggregator feedback

  to identify gaps and improve offerings.
• Engage with key clients, partners, and stakeholders to build strong business relationships.

Financial & Strategic Oversight

• Lead

  P&L discussions with the finance and ops team

  , monitoring revenues, margins, and cost efficiency.
• Work with senior leadership and the board on

  strategic decisions, expansion plans, and growth initiatives

  .
• Identify new

  revenue opportunities

  (delivery, catering, partnerships, or product extensions).
• Prepare budgets, track financial performance, and take corrective actions where needed.

Compliance, Reporting & Governance

• Provide detailed operational and financial reports, including KPIs, cost controls, and performance metrics, to the board.
• Maintain strong

  audit and compliance standards

  across outlets.
• Ensure

  policy implementation and governance practices

  that align with brand and business goals.

Key Qualifications

• Bachelor’s degree in Hospitality, Business Administration, or related field (

  MBA preferred

  ).
• 10–12 years of

  multi-outlet F&B operations experience

  , with 5+ years in a senior leadership role.
• Proven expertise in

  P&L management, franchise operations, and aggregator platforms (Zomato, Swiggy)

  .
• Strong knowledge of

  central kitchen systems, supply chain management, and process optimization

  .
• Exceptional leadership, communication, and decision-making skills.
• Financial acumen with experience in

  budgeting, cost control, and profitability analysis

  .
• Proficiency in POS, CRM, and operational software tools.

Key Competencies

• Strong customer focus and guest-centric mindset.
• Strategic thinker with data-driven decision-making skills.
• Ability to lead large, diverse teams across geographies.
• Adaptability and resilience under pressure.
• Passion for innovation, service excellence, and continuous improvement.

Success Metrics

• Outlet-level

  profitability and faster break-even achievement

  .
• Consistent

  revenue growth and operational efficiency

  .
• High

  customer satisfaction and repeat business

  .
• Improved

  staff retention, training effectiveness, and performance metrics

  .
• Compliance with

  brand, quality, and regulatory standards

  .