Head of Operations

Head – F&B Operations (Ice Cream Business)

Department: Operations
Designation: Head – F&B Operations
Industry: Food & Beverage – Ice Cream / Dessert / QSR
Experience: 10–15 Years
Preferred Experience: Ice Cream Parlours / Dessert Chains / QSR Operations
Reporting To: General Manager / Senior Management
Location: Bengaluru

1. Job Purpose

To lead and manage the overall F&B operations across multiple outlets and cloud kitchens, with a primary focus on driving revenue growth, improving operational efficiency, ensuring customer satisfaction, maintaining product quality, and achieving business profitability.

The role requires a strong operational leader with proven experience in multi-unit restaurant operations, preferably in the ice cream and dessert industry.

2. Key Roles & Responsibilities

A. Business Operations & Revenue Growth

• Oversee end-to-end operations across all stores, outlets, and cloud kitchens.
• Drive sales growth and ensure achievement of monthly and annual revenue targets.
• Develop and implement operational strategies to improve store performance.
• Monitor outlet-wise sales, profitability, and operational KPIs.
• Identify underperforming outlets and implement corrective action plans.
• Explore opportunities to increase average transaction value and repeat customer business.

B. P&L Management & Cost Control

• Take ownership of outlet-wise P&L and overall operational profitability.
• Monitor food costs, wastage, inventory, manpower costs, and other operating expenses.
• Implement cost-control measures without compromising product quality.
• Ensure effective utilisation of manpower and operational resources.
• Drive store-level profitability and support business breakeven initiatives.

C. Store Operations & SOP Compliance

• Ensure consistent implementation of operational SOPs across all outlets.
• Conduct regular store visits and operational audits.
• Monitor hygiene, food safety, product quality, and service standards.
• Ensure compliance with FSSAI and other applicable statutory requirements.
• Maintain operational discipline and ensure timely closure of audit observations.

D. Ice Cream & Product Operations

• Ensure consistency in ice cream quality, taste, presentation, and serving standards.
• Monitor product handling, storage temperatures, cold-chain management, and equipment maintenance.
• Coordinate with the central production unit (CPU), procurement, and supply chain teams.
• Minimise product wastage and ensure proper stock rotation.
• Introduce operational improvements to enhance product quality and customer experience.

E. Team Management & Leadership

• Lead, guide, and motivate store managers, area managers, and operational teams.
• Develop effective manpower planning and succession plans.
• Identify training requirements and ensure regular operational training.
• Monitor employee productivity, attendance, discipline, and performance.
• Build a performance-driven culture with clear accountability at every level.

F. New Store Openings & Business Expansion

• Coordinate with Business Development and Projects teams for new store openings.
• Support location feasibility studies and operational assessments.
• Ensure operational readiness before launching new outlets.
• Monitor post-launch performance and implement improvement plans.
• Explore opportunities for new business formats, including cloud kitchens.

G. Customer Experience & Brand Standards

• Ensure excellent customer service across all outlets.
• Monitor customer feedback, complaints, and online ratings.
• Implement corrective measures to improve customer satisfaction.
• Maintain brand standards and consistency across all locations.

H. MIS & Management Reporting

• Review daily sales, store performance, operational expenses, and profitability.
• Prepare and present monthly operational performance reports.
• Conduct periodic business reviews with store and functional teams.
• Submit action plans to management for revenue improvement and cost optimisation.

3. Key Performance Indicators (KPIs)

Performance Area / Key Measurement

Revenue Growth :- Achievement of monthly and annual sales targets

Store Profitability :- Outlet-wise P&L and contribution improvement

Food Cost Control :- Food cost percentage and wastage reduction.

Manpower Productivity :- Sales per employee and manpower cost control

Operational Excellence :- SOP compliance and audit scores

Product Quality :- Product consistency, quality, and customer feedback

Customer Experience :- Customer satisfaction and complaint resolution

Inventory Management :- Stock accuracy, variance, and expiry control

New Store Launches :- Timely operational readiness and successful launch.

Team Performance :- Training, retention, productivity, and accountability

4. Educational Qualifications

• Bachelor's degree in Hotel Management, Hospitality Management, Business Administration, or a related discipline.
• MBA in Operations or Business Management will be an added advantage.

5. Experience & Industry Requirements

• 10–15 years of overall experience in the Food & Beverage industry.
• Minimum 5 years in a senior operational leadership role managing multiple outlets.
• Preference for candidates with experience in ice cream parlours, dessert chains, premium ice cream brands, or QSR businesses.
• Experience in managing multi-location operations, cloud kitchens, and central production units will be an advantage.
• Demonstrated experience in revenue growth, P&L management, and operational profitability.

6. Required Skills & Competencies

• Strong business acumen and commercial understanding.
• Excellent leadership and team management capabilities.
• Strong analytical and decision-making skills.
• Expertise in P&L management and cost optimisation.
• Strong understanding of food safety and operational compliance.
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to work in a fast-paced, growth-oriented business environment.
• Strong ownership, accountability, and execution capabilities.

7. Desired Candidate Profile

The ideal candidate should be a hands-on operational leader with a strong understanding of the ice cream and dessert business, capable of managing multiple outlets, driving revenue, improving profitability, developing teams, and maintaining consistent brand and product standards.

The candidate must demonstrate a strong track record of converting operational strategies into measurable business results.

Pay: ₹22,000.00 - ₹99,000.00 per month

Work Location: In person