City Operations Manager

The incumbent will be responsible for driving business growth through strategic planning and operational excellence. This role oversees end-to-end city operations, including marketing initiatives, team management, cost optimization, compliance, and new store launches.

Promote Business Growth

• Suggest and implement initiatives to attain business targets and growth.
• Responsible for process excellence across the city units, thereby guaranteeing constant renewal of SOPs in order to reduce wastage and cost and increase customer satisfaction and profitability.
• Collaborate with the marketing team and relevant stakeholders to generate ideas for increasing market share. Create a thorough execution plan and implement the same.
• Collaborate with the marketing team to implement ATL and BTL activities across the city in order to increase the user base.
• Achieve set metrics from the delivery standpoint to ensure a higher restaurant rating. Conduct gap analysis and action plans in case of failing to meet set metrics.

Ensure Customer Satisfaction

• Interact with the Fleet Ops team to determine ways of reducing the time taken to deliver.
• Implement ATL & BTL marketing activities to enhance consumer acquisition.

City Operations Management

• Create checks and balances to ensure proper inventory is maintained by all teams. Devise ways to identify any deviation and rectify.
• Conduct reviews with cluster managers and unit managers on a periodic basis to assess the health of clusters/units they manage.
• Check audit reports of all units/clusters to ensure safety and adherence to hygiene parameters. Conduct audits across the city to assess operations.
• Track and analyze metrics to ensure reduction in food wastage and food costs and SLA for preparation and delivery time and to increase opportunities for profitability and customer satisfaction.
• Ensure all expenses in the city are within budget and identify plans to reduce operational costs, manpower costs, and packaging/delivery costs as well as eliminate unnecessary costs.
• Ensure adherence to statutory compliances (FSSAI standards, government or municipality norms, etc) across the city.
• Liaise with the finance team in case of any fluctuations/deviations in expenses and stock levels.
• Interact with external stakeholders, government officials, corporate tie-ups, etc in case of escalations, if any.
• Responsible for internal control systems being followed properly (bill submission/reporting number/process adherence, etc).

People and Performance Management

• Responsible for recruiting, orienting, and coaching employees and setting expectations for work processes and behaviors and conducting periodic reviews to mentor the team.
• Control attrition by ensuring implementation of frequent R&R activities, incentive plans, periodic training, and engagement programs for the employees.
• Set up a grievance redressal mechanism for employees to approach in case of any issues.

Safety (people & food)

• Ensure compliance with necessary food safety regulations. Ensure basic hygiene is in place. Identify and implement innovative solutions to aid food safety.
• Ensure safety risks are highlighted and safe behavior is displayed within PODs. Tracking safety scorecard to correct near misses and review RCA for safety and developing CAPA.

NSO (new Store Openings)

• Execute launch plan in alignment with AOP, identify processes that can derail the plan, and bridge barriers for the team by collaborating with cross-functional teams. Ensure hiring of people for the new store. Ensure equipment readiness.
• Monitor performance in new cities/new areas and work with marketing team to coordinate marketing inventory to boost growth.

Key Skills :

• Operations
• City-level Strategy
• Market Expansion
• Market Penetration
• Atl/btl Campaigns
• Delivery Sla Management
• Process Excellence