General Manager Operations

Job Title:
 General Manager – Operations

Brand:
 Khan Chacha

Location:
 New Delhi (Head Office + Regular Outlet Visits across India)

CTC:
 14 LPA (please do not apply if you don't fit in the bracket)

Reporting To:
 Managing Director

About the Brand

Khan Chacha is one of Delhi's most iconic QSR brands — a name synonymous with North Indian grills and rolls since 1972. From a humble 100 sq. ft. stall in Khan Market to a 23-outlet chain across Delhi NCR and Punjab, the brand has built a loyal following over five decades.

Today, under a new generation of leadership, Khan Chacha is transforming into a modern, process-driven organisation — balancing legacy, scale, and profitability. We are now looking for a seasoned operations leader to professionalise, systemise, and scale the brand — driving its next phase of growth.

Role

The GM Operations will be responsible for
overseeing, optimising, and scaling the brand's end-to-end operations
. This person will build structure, implement systems, improve profitability, and align all departments toward shared operational and financial goals.

Key Responsibilities
1. Operational Leadership

· Lead day-to-day operations across all Khan Chacha outlets (dine-in, takeaway, cloud kitchens).

· Ensure consistent product quality, hygiene, service standards, and customer experience.

· Drive operational discipline through strong SOPs, checklists, and performance reviews.

· Regularly monitor KPIs — sales, COGS, labour, wastage, order accuracy, and delivery SLAs.

2. Systems & Process Implementation

· Create and institutionalise robust systems for audits, reporting, and accountability.

· Strengthen coordination between departments through structured workflows.

· Introduce or enhance technology platforms (ERP, POS, dashboards) for data-driven decision-making.

3. Budgeting, P&L and Financial Management

· Own the overall
P&L
 and drive outlet-level profitability across the brand.

· Lead the
annual budgeting process
, working with the Managing Director and finance team to set realistic targets for revenue, costs, manpower, and capex.

· Continuously monitor budget vs actual performance and take corrective actions proactively.

· Control food cost, labour cost, and overheads through better planning and operational efficiency.

· Support expansion decisions with detailed financial projections and ROI analysis.

4. Staff Training & Development

· Oversee a culture of continuous training and skill-building across all teams.

· Partner with the L&D team to implement structured training programs for front-line staff, kitchen teams, and outlet managers.

· Define clear evaluation metrics and career growth paths for operational employees.

5. Cross-Functional Collaboration

· Work closely with all department heads to ensure seamless coordination:

o Human Resources:
 manpower planning, recruitment, training, and performance management.

o Marketing:
 aligning campaigns, promotions, and launches with operational readiness.

o Maintenance & Projects:
 ensuring timely upkeep, preventive maintenance, and new store openings.

o Logistics & Supply Chain:
 optimising procurement, inventory control, and vendor performance.

o Data & Analytics:
 leveraging insights to improve sales, productivity, and decision-making.

6. Growth & Expansion Readiness

· Build scalable systems and teams for multi-city expansion.

· Standardise the new store setup process, including timelines, layouts, and pre-opening budgets.

· Work closely with leadership on evaluating new locations and formats based on operational feasibility.

7. Team Leadership & Culture

· Lead and mentor regional heads, area managers, and outlet teams.

· Foster a performance-driven culture rooted in accountability, efficiency, and teamwork.

· Conduct structured reviews and establish clear ownership across all levels.

Candidate Profile

Experience:

· 10–15 years of experience in multi-outlet F&B, QSR, or hospitality operations, with at least 5+ years in a senior leadership role.

· Proven success in managing 20+ outlets or a region with P&L accountability.

· Demonstrated experience in
budgeting, process creation, and scaling operations sustainably
.

Skills & Attributes:

· Strong command over P&L, budgeting, and financial controls.

· Deep operational expertise across food production, people, and performance.

· Analytical thinker — uses data and systems to drive efficiency.

· Hands-on, structured, and execution-focused leadership style.

· Excellent communication and cross-departmental coordination skills.

What We Offer

· Opportunity to lead operations for one of India's most iconic F&B brands.

· Direct collaboration with the Managing Director and leadership team.

· Autonomy to build systems, shape culture, and drive profitability.

· Competitive compensation with performance-based incentives.