Head of Operations

This is a cross-functional leadership role combining people strategy, operational excellence, marketing execution, and business innovation. The incumbent will be responsible for overseeing daily and strategic activities across store-level and head office functions, ensuring end-to-end alignment of brand goals, workforce efficiency, franchise management, and customer experience. The role also involves collaborating with external partners and internal teams to drive brand growth and process optimization across digital and offline platforms.

Functional Segments & Responsibilities

Strategic Human Resource Management

Global Term: People Operations & Workforce Strategy

Key Responsibilities

Store-Level HR

Oversee hiring, onboarding, and training of store-level staff

Manage leave approvals, warning letters, salary revisions, and team performance issues

Finalize payroll and cross-verify petty cash and operational expenses

Draft and post job openings on LinkedIn and other platforms

Corporate Office HR

Recruit and manage office staff across departments

Define KRAs for all team members and facilitate resolution of HR-related issues

Lead preparation of HR documents: appointment letters, exit formalities, increment formats, etc.

Manage monthly salary processing and payroll closure

Operations Management (Store & Head Office)

Global Term

Key Responsibilities:

Store Operations

Coordinate maintenance of equipment and resolve operational breakdowns

Ensure SOP adherence including duty rosters, hygiene protocols, and daily closures

Maintain and update food licenses, audits, and compliance documentation

Address escalated customer concerns directly

Ensure accurate execution of promotions, pricing updates, and offers across outlets

Head Office Operations

Review profit & loss reports, oversee internal reconciliations and expense tracking

Coordinate cross-functional teams for new product development and launches

Finalize vendor arrangements including equipment maintenance, uniforms, and service contracts

Marketing, Campaign Execution & Brand Promotions

Global Term: Integrated Marketing & Commercial Strategy

Key Responsibilities:

Lead execution of campaigns on Swiggy, Zomato, and other digital platforms including CPC, banners, and menu updates

Ensure operational teams implement offers and campaigns accurately and on time

Coordinate between marketing and operations for smooth rollout of promotional plans

Supervise production shoots, logistics, and visual asset generation for the brand

Finance, Licensing & Administrative Oversight

Global Term: Finance Operations & Compliance Management

Key Responsibilities:

Approve petty cash, validate vendor payments, and ensure timely disbursement

Coordinate with banking partners (e.g., HDFC) for account setups, POS machines, and payment issues

Ensure timely renewal and compliance of all brand certifications, food licenses, and legal documentation

Franchise & Corporate Relationship Management

Global Term: Franchisee Development & Partner Success

Key Responsibilities:

Handle first-level communication with new franchise inquiries

Share royalty statements, stock invoices, and operational updates regularly

Align franchisees with ongoing product launches, promotions, and compliance formats

Organize and coordinate outdoor events and activations—whether revenue-sharing, personal, or barter-based

Maintain, update, and manage franchisee documentation and communications

Customer Experience & Escalation Management

Global Term: CX Leadership & Service Recovery

Key Responsibilities:

Personally address customer complaints when escalated beyond store teams

Ensure seamless delivery and quality assurance during event-based operations

Maintain consistent experience across all stores and external activations

Digital Systems, Reporting & Tools Innovation

Global Term: Business Intelligence & Software Alignment

Key Responsibilities:

Manage daily operational reporting including P&L, inventory logs, staff records, etc.

Ensure organized digital documentation for all stores and departments

Roll out templates and digital formats for standardized communication and tracking

Take regular demos and assess the fit of new tools, software, or platforms for operational efficiency

Recommend, implement, and scale digital solutions that benefit the brand

Monitor all brand subscriptions under Google Workspace and other digital tools

Ensure all vendor payments related to tools, tech, and subscriptions are processed on time

Preferred Skills & Tools:

1. Excellent organizational and multitasking ability

2. Working knowledge of Google Workspace, POS tools (Petpooja, etc.), HRMS

3. Experience in vendor coordination, franchise management, and cross-functional collaboration

4. Proficiency in using digital platforms for marketing and reporting

5. Strong interpersonal, problem-solving, and escalation handling skills

Job Location

Job Status

Salary