Operations Manager

About Café Coffee Day

Café Coffee Day is India's largest café chain in terms of the number of café outlets with more than 460 cafes across the country. CCD, as it is popularly called, opened its first café in Bengaluru in 1996 and has pioneered the coffee culture in the chained café segment in India by bringing in a range of delectable food and beverage products served in a contemporary, youthful ambience, and offering a variety of novel experiences - all with a promise of “A lot can happen over coffee". CCD operates through Coffee Day Global Limited (CDGL), a subsidiary of Coffee Day Enterprises Limited. CDGL is arguably India’s largest coffee retail conglomerate with leadership position also in the automated beverage dispensing solutions under the brand name Coffee Day Beverages with distribution across more than 1330+ towns and cities across India. CDGL also operates a network of 280+ refreshment kiosks offering affordable food and beverages for on-the-go customers under the Coffee Day Xpress brand name.

Key Responsibilities:

Strategic Planning & Development:Develop and implement strategies for operational excellence that align with the organization's overall goals and objectives. This involves achieving sales / merchandise targets, conducting assessments, identifying improvement opportunities, and setting clear targets for performance enhancement towards Operations growth.Plan and drive the process of wastage reduction and propose maximum SKU utilization.Develop and Provide strong process and platform for reducing merchandise and alliance wastage.Effective Implementation of Jarvis for Quality, Productivity, and Hygiene (QPH)

Process Optimization:Analyze existing processes/SOP, workflows, and systems to identify inefficiencies, bottlenecks, and areas for improvement. Implement New processes and Standard Operating Procedures (SOPs), optimization of initiatives to streamline operations efficiency, reduce wastage, and enhance productivity.

Continuous Improvement:Foster a culture of continuous improvement by promoting Lean, Six Sigma, or other methodologies and tools. Facilitate cross-functional teams and improvement projects to identify root causes of problems, implement solutions, and sustain improvements over time.Stay abreast of industry trends, benchmarks, and best practices in operations management. Conduct benchmarking exercises to compare performance against peers and identify opportunities for improvement.

Quality Management Systems:Oversee quality management systems and initiatives to ensure adherence to quality standards, regulatory requirements, and customer expectations. Implement quality improvement programs and monitor key quality metrics to drive excellence in product and service delivery.Ensure zero thawing deviation and aim for 85% QA audit scores for cafes.

Performance Measurement System:Establish Retail key performance indicators (KPIs) and metrics to monitor operational performance and track progress towards operational excellence goals. Analyze performance data, identify trends, and provide regular reports to management.Develop and roll out checklists for KPI monitoring using WOOQER.Evaluate café managers, team members, and cafes based on set parameters.

Training and Development:Provide / Facilitate SOP training, coaching, and support to employees at all levels to build capabilities in problem-solving, process improvement, and change management. Develop and deliver training programs tailored to specific needs and skill gaps within the organization.Conduct SOP evaluation to café team to identify training needs.Train the team on banking procedures to ensure zero short bankingDevelop content and provide trainings / conduct OJT, refresher training for new employees, café managers, and area managers.Conduct assessments as per SOP to improve skills attainment.Coach direct reports on functional skills, auditing, reporting, and presentation skills.Propose relevant seminars and topics for team development.

Change Management:Lead change management efforts to ensure successful implementation of process improvements, organizational changes, or new initiatives. Communicate effectively with stakeholders, address resistance to change, and promote buy-in and engagement.

Supplier and Vendor Management:Collaborate with procurement and supply chain teams to optimize relationships with suppliers and vendors. Implement supplier performance management processes to ensure quality, reliability, and cost-effectiveness in the supply chain.

Risk Management:Identify operational risks and develop strategies to mitigate them effectively. Implement risk management processes and controls to ensure business continuity, compliance, and resilience in the face of potential disruptions.

Customer Focus:Maintain a customer-centric approach by understanding customer needs, expectations, and feedback. Implement strategies to enhance customer satisfaction, loyalty, and retention through improved products, services, and processes.Perform random visits and assessments based on deviated cafes reports

Budgeting and Resource Allocation:Develop and manage budgets for operational excellence initiatives, ensuring efficient use of resources and cost-effective delivery of results. Monitor expenses, track ROI, and justify investments in improvement efforts.

MIS & Reports:Review and analyze WOOQER reports regularly with the operations team.Monitor attendance and SOP adherence.Analyze online reports and POS records daily and weekly.Publish duty roster and shelf life tracker reports weekly for pan-India cafes.Monitor and publish WOOQER compliance reports and sensory evaluation reports weekly.Track / review home delivery ratings, address deviations, and prevent recurrence.Publish monthly performance tracker of café team

Knowledge and Skills

Educational QualificationBachelor's degree in a relevant field such as business, management, marketing, commerce or a related discipline (Regular College is Mandatory)

Experience7 to 10 years5+ Years - Experience in retail chains.

Functional Skills Required to execute the roleExcellent communication skills, both written and verbal, are essential for interacting with team members, senior management, customers, and other stakeholders.Strong analytical skills to assess market conditions, competition, and performance metrics, and to make data-driven decisions

Technical Skills Required to execute the roleProven experience in operations management, process improvement, or related fields.Strong analytical skills and ability to interpret data to drive decision-making and performance improvement.Excellent communication, leadership, and interpersonal skills.Demonstrated ability to lead cross-functional teams and drive change in a complex organizational environment.Experience in project management and change management.Knowledge of quality management systems, regulatory requirements, and best practices in operations management.Adapt to changing market conditions and demonstrate resilience in the face of challenges.Build and maintain positive relationships with key customers, partners, and stakeholders within the zoneProficiency in Microsoft Office Suite and other relevant software applications.

Any other requirementsLanguage Fluency : English, Hindi any other local language

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