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 .