Head Of Department Operations

Key Responsibilities:

Outlet Operations Management

• Lead and manage daily operations of all tea outlets to ensure consistency, efficiency, and high service standards.
  
• Develop and enforce SOPs (Standard Operating Procedures) for outlet management, hygiene, safety, and service.
  
• Monitor outlet performance against KPIs, including sales, cost control, customer satisfaction, and employee productivity.
  
• Implement systems to track inventory, reduce waste, and prevent pilferage.
  

Sales & Business Growth

• Drive same-store growth and identify opportunities for new outlet expansion.
  
• Collaborate with marketing for local and national campaigns to increase footfall and sales.
  
• Analyze sales data and market trends to optimize product offerings and pricing strategies.
  

Team Management & Training

• Hire, train, and lead regional and outlet-level staff, including Area Managers, Store Managers, and crew members.
  
• Build a performance-driven culture with clear KPIs, feedback mechanisms, and reward systems.
  
• Ensure ongoing training programs are in place to improve product knowledge, customer service, and operational excellence.
  

Supply Chain & Vendor Coordination

• Coordinate with procurement and logistics to ensure timely and efficient supply of tea, ingredients, and other essentials.
  
• Ensure vendor quality and compliance across all outlets.
  

Customer Experience

• Set high standards for service quality and ensure all outlets deliver a consistent, positive customer experience.
  
• Handle escalations and customer feedback to drive continuous improvement.
  

Compliance & Audits

• Ensure compliance with FSSAI, labor laws, and other statutory regulations.
  
• Conduct regular audits (operational, hygiene, and financial) across outlets.
  

Requirements:

• Bachelor's degree in Business, Hospitality, or related field. MBA preferred.
  
• 812 years of experience in FMCG, QSR, or retail operations, with at least 3–5 years in a leadership role.
  
• Strong leadership, analytical, and problem-solving skills.
  
• Excellent communication and interpersonal skills.
  
• Willingness to travel frequently to manage multi-location outlets.