Operations Manager

Job Responsibility: 1) Business Growth & Sales Performance PAN India store performance (sales, profitability, KPIs) and deliver monthly/quarterly targets. Drive store-level sales initiatives and local marketing execution in coordination with the marketing team. Improve Average Ticket Size, Add-on , Conversion, Repeat customer experience, and peak-hour sales. Monitor competition and market trends implement operational strategies accordingly. 2) Operational Excellence & SOP Implementation Ensure strict adherence to Burger Farm SOPs/SOC across stores (FOH/BOH, kitchen, service, hygiene, equipment). Standardise daily routines: shift planning, deployment, opening/closing, QSC checks, product holding, wastage control. Implement continuous improvement projects for speed of service, order accuracy, and guest complaints reduction. Ensure effective store checklists, logbooks, CAPA (Corrective & Preventive Actions) and compliance. 3) Quality, Food Safety, Hygiene & Audit Readiness Ensure compliance with FSSAI, hygiene standards, internal audits, and third-party audits. Own food safety processes: temperature logs, storage standards, pest control, and sanitation SOPs. Implement an audit score improvement plan and ensure zero critical non-compliance. 4) Profitability, Cost Control & P&L Ownership Own store P&L delivery: COGS, wastage, manpower cost, utilities, repairs & maintenance. Drive wastage reduction and margin improvement through process discipline and training. Approve and control store-level expenses ensure vendor/maintenance cost optimisation. Analyse dashboards and ensure corrective action plans for underperforming stores. 5) Manpower Planning, Productivity & People Leadership Build a high-performance culture: accountability, discipline, motivation, and leadership pipeline. Manpower planning: ensure adequate staffing, productivity, attrition control and succession. Work closely with HR for hiring forecasts, training plans, performance management and engagement. Ensure strong control on rosters, attendance discipline, leave planning, and employee behavior standards. Conduct reviews with Area Managers/RMs and coach them on execution. 6) Training & Capability Building (with L&D) Drive training frameworks: induction, skill training, SOP refreshers, and leadership training for RMs/Shift leads. Ensure certification compliance: food safety, hygiene, equipment handling, and customer handling.

Monitor training effectiveness through audits, mystery checks, and KPI uplift. 7) Customer Experience & Complaint Resolution Ensure consistent brand experience across all outlets. Own complaint escalation handling and closure within the defined TAT. Implement systems to improve guest satisfaction: feedback loops, service recovery, and team coaching. 8) New Store Opening (NSO) & Expansion Support Lead operational readiness for NSOs: recruitment, training, pre-opening checklists, dry runs, and launch plan. Ensure smooth stabilization of new stores within defined timelines. Coordinate with Projects/IT/HR/SCM/Training/Marketing during NSO execution. 9) Supply Chain & Inventory Control (with SCM) Ensure strong coordination with SCM for forecasting, ordering discipline, stock availability. Reduce stock variance, pilferage, expiry, and ensure FIFO/FEFO implementation. Maintain inventory accuracy and enforce cycle counts and stock audits. 10) MIS, Reviews & Governance Publish weekly/monthly MIS for leadership: sales, audits, manpower, complaints, wastage, attrition, closures. Conduct periodic governance calls: daily reviews, weekly performance reviews, monthly business reviews. Use data-driven decision making and enforce store-level accountability. Desired Candidate Profile: A) Qualification: Graduate - MBA / Hotel Management preferred. B) Experience 1015+ years in QSR / Restaurant chain operations, with multi-unit leadership. Must have handled PAN India / multi-city operations with strong governance. C) Key Skills Strong operational execution, SOP discipline, and process orientation P&L understanding, cost control, and analytical mindset Leadership, team building, and training culture Customer experience and service excellence mindset Strong communication in English & Hindi Comfortable with extensive travel and field-based leadership

Industry - Quick Service Restaurant