Operation/Cluster Manager

Key Responsibilities

• Monitor daily operations of all assigned outlets.
• Ensure adherence to company SOPs and operational standards.
• Conduct regular store visits and operational audits.
• Ensure smooth coordination between stores, central kitchen, warehouse, and support functions.
• Resolve operational issues promptly and effectively.

2. Sales & Business Growth

• Drive sales growth and achieve monthly revenue targets.
• Analyze sales trends and implement improvement strategies.
• Plan and execute local store marketing activities.
• Monitor customer footfall and conversion rates.

3. Team Management

• Recruit, train, and develop Store Managers and store teams.
• Conduct performance reviews and provide coaching.
• Ensure adequate manpower planning and scheduling.
• Maintain employee discipline and adherence to company policies.
• Build a positive and productive work culture.

4. Customer Service Excellence

• Ensure exceptional customer experience at all outlets.
• Monitor customer feedback and online reviews.
• Resolve customer complaints effectively and within defined timelines.
• Implement customer retention initiatives.

5. Food Safety & Compliance

• Ensure compliance with food safety standards.
• Maintain hygiene and sanitation standards across outlets.
• Ensure compliance with company quality standards.
• Coordinate internal audits.

6. Inventory & Cost Control

• Monitor food cost, labour cost, and operating expenses.
• Control wastage and pilferage.
• Ensure accurate stock management and inventory reconciliation.
• Review purchase requirements and coordinate with procurement teams.

7. Financial Management

• Manage outlet profitability and P&L performance.
• Monitor daily sales reports, cash management, and expenses.
• Analyze key operational metrics and take corrective actions.
• Prepare monthly operational and performance reports.

8. Reporting & MIS

• Prepare daily, weekly, and monthly performance reports.
• Monitor KPIs including:
• Sales Achievement
• Food Cost %
• Labor Cost %
• Electricity %
• Customer Satisfaction Score
• Store Audit Score
• Inventory Variance
• Employee Turnover

• Present performance reviews to management.

Experience

• 510 years of experience in QSR, Restaurant, Food Retail, or Food Service operations.
• Minimum 3 years in a multi-unit management role.
• Experience handling multiple outlets simultaneously.

Required Skills

• Strong leadership and team management.
• P&L management and business acumen.
• Excellent communication and interpersonal skills.
• Problem-solving and decision-making ability.
• Inventory and cost control management.
• Knowledge of FSSAI and food safety regulations.
• Proficiency in MS Excel and restaurant POS systems.

Authority Level

• Approve manpower deployment and scheduling.
• Recommend hiring, promotions, and disciplinary actions.
• Approve operational expenses within assigned limits.
• Implement operational improvement initiatives.

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