General Manager Operations

Job Description – General Manager (Operations, F&B Service Industry)

Reporting To:
Directors / CEO

Location:
Corporate Office – Mayur Vihar Phase 1, Delhi

Job Overview

The
General Manager - Operations
will head and oversee the daily operations of all F&B outlets across India, including company-owned and franchisee formats. The role involves building strategies, managing P&L, leading the operations team pan-India, ensuring operational efficiency, motivating teams, driving profitability, and maintaining brand excellence. This leader will directly report to the board and play a crucial role in scaling ventures, accelerating break-even, and ensuring long-term growth.

Key Responsibilities

Operational Management

• Oversee
  end-to-end operations of all outlets
  , including restaurants, cafés, kiosks, delivery, and franchisee stores.
• Manage and optimize
  Zomato, Swiggy, and other aggregator listings
  , including onboarding, performance tracking, and digital sales growth.
• Supervise the
  New Store Opening (NSO) team
  , ensuring smooth launches and successful ramp-up of outlets.
• Develop and implement
  policies that help outlets achieve faster break-even
  .
• Ensure compliance with
  health, hygiene, food safety, and licensing regulations
  .
• Monitor supply chain, central kitchen operations, and vendor performance to minimize cost and wastage.
• Assist in
  business expansion and new ventures
  , ensuring operational readiness and scalability.

Team Leadership & People Development

• Lead the
  pan-India operations team
  (regional & outlet-level managers).
• Build a strong performance culture by setting clear targets, mentoring managers, and motivating teams.
• Align staffing across outlets, ensuring training, skill enhancement, and high employee engagement.
• Conduct regular reviews and meetings to resolve operational challenges and foster collaboration.

Customer & Client Experience

• Ensure
  exceptional guest satisfaction
  by upholding service standards and effectively resolving escalations.
• Analyze
  customer and aggregator feedback
  to identify gaps and improve offerings.
• Engage with key clients, partners, and stakeholders to build strong business relationships.

Financial & Strategic Oversight

• Lead
  P&L discussions with the finance and ops team
  , monitoring revenues, margins, and cost efficiency.
• Work with senior leadership and the board on
  strategic decisions, expansion plans, and growth initiatives
  .
• Identify new
  revenue opportunities
  (delivery, catering, partnerships, or product extensions).
• Prepare budgets, track financial performance, and take corrective actions where needed.

Compliance, Reporting & Governance

• Provide detailed operational and financial reports, including KPIs, cost controls, and performance metrics, to the board.
• Maintain strong
  audit and compliance standards
  across outlets.
• Ensure
  policy implementation and governance practices
  that align with brand and business goals.

Key Qualifications

• Bachelor's degree in Hospitality, Business Administration, or related field (
  MBA preferred
  ).
• 10–12 years of
  multi-outlet F&B operations experience
  , with 5+ years in a senior leadership role.
• Proven expertise in
  P&L management, franchise operations, and aggregator platforms (Zomato, Swiggy)
  .
• Strong knowledge of
  central kitchen systems, supply chain management, and process optimization
  .
• Exceptional leadership, communication, and decision-making skills.
• Financial acumen with experience in
  budgeting, cost control, and profitability analysis
  .
• Proficiency in POS, CRM, and operational software tools.

Key Competencies

• Strong customer focus and guest-centric mindset.
• Strategic thinker with data-driven decision-making skills.
• Ability to lead large, diverse teams across geographies.
• Adaptability and resilience under pressure.
• Passion for innovation, service excellence, and continuous improvement.

Success Metrics

• Outlet-level
  profitability and faster break-even achievement
  .
• Consistent
  revenue growth and operational efficiency
  .
• High
  customer satisfaction and repeat business
  .
• Improved
  staff retention, training effectiveness, and performance metrics
  .
• Compliance with
  brand, quality, and regulatory standards
  .