Job Description
We are looking for an experienced and commercially driven General Manager – Operations to lead the overall operations and business performance of our QSRs, restaurants, and dark kitchens.
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The role will have end-to-end responsibility for operational excellence, revenue growth, cost optimisation, customer experience, people leadership, and profitability across the business.
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The ideal candidate will be a strong hospitality operator with a proven track record of managing multi-unit operations and delivering sustainable revenue and EBITDA growth.
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Key Responsibilities
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1. Operations Leadership
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\n - Oversee end-to-end operations across QSRs, restaurants, and dark kitchens.
\n - Ensure consistent execution of operational, service, food quality, and brand standards across all locations.
\n - Drive operational efficiency, productivity, and scalability across the business.
\n - Conduct regular outlet and kitchen reviews and ensure timely closure of operational gaps.
\n - Establish and monitor key operational KPIs across locations.
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2. Financial Performance
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\n - Drive revenue, gross margin, EBITDA, and overall profitability targets.
\n - Review outlet-wise financial performance and identify opportunities to improve revenue and margins.
\n - Monitor and control food costs, labour costs, rent, utilities, wastage, inventory, and other operating expenses.
\n - Develop annual budgets, forecasts, business plans, and monthly performance reviews.
\n - Analyse variances against budget and implement corrective action plans.
\n - Drive cost optimisation initiatives without compromising customer experience or product quality.
\n - Work closely with Finance to ensure accurate financial reporting and performance tracking.
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3. Revenue & Business Growth
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\n - Develop strategies to drive same-store sales growth, outlet profitability, and overall revenue growth.
\n - Identify opportunities to improve average order value, customer frequency, delivery sales, and outlet productivity.
\n - Monitor sales performance across dine-in, takeaway, delivery, and online channels.
\n - Work with Marketing and Brand teams on promotions, campaigns, new product launches, and revenue-generating initiatives.
\n - Identify opportunities for expansion and new business formats.
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4. QSR, Restaurant & Dark Kitchen Management
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\n - Ensure efficient kitchen operations, production planning, manpower deployment, order fulfilment, and service delivery.
\n - Monitor food preparation time, delivery turnaround time, order accuracy, customer complaints, and online ratings.
\n - Optimise dark kitchen capacity and delivery operations to maximise utilisation and profitability.
\n - Ensure operational readiness for new outlets, kitchens, menus, and business initiatives.
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5. SOP, Quality & Compliance
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\n - Develop and implement robust SOPs across kitchen, service, hygiene, inventory, procurement, and outlet operations.
\n - Ensure compliance with food safety, hygiene, health & safety, licensing, and statutory requirements.
\n - Conduct regular operational and quality audits.
\n - Drive consistency in food quality, portion control, presentation, service, and customer experience.
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6. People & Leadership
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\n - Lead and develop Restaurant Managers, Outlet Managers, Kitchen Managers, Chefs, and operations teams.
\n - Build a strong performance-driven culture with clear accountability and KPIs.
\n - Partner with HR on manpower planning, recruitment, training, performance management, and retention.
\n - Develop succession plans and build a strong second line of operational leadership.
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7. Procurement, Inventory & Cost Control
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\n - Work closely with Procurement and Supply Chain teams to ensure availability of quality raw materials at optimal cost.
\n - Monitor food cost, stock levels, wastage, pilferage, stock variance, and consumption.
\n - Drive vendor performance, negotiation, and cost optimisation.
\n - Ensure strong inventory controls across all outlets and kitchens.
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8. Customer Experience & Brand Standards
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\n - Ensure a consistent and high-quality customer experience across all formats.
\n - Monitor customer feedback, online ratings, complaints, and service quality.
\n - Identify customer experience gaps and implement corrective measures.
\n - Ensure operational execution of brand and marketing initiatives.
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9. Expansion & New Outlet Launches
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\n - Lead operational planning and execution for new restaurants, QSRs, and dark kitchens.
\n - Assess operational feasibility and resource requirements for new locations.
\n - Oversee manpower, training, equipment, vendors, inventory, SOPs, and launch readiness.
\n - Build scalable processes to support business expansion.
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Key KPIs
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\n - Revenue & same-store sales growth
\n - EBITDA and P&L performance
\n - Gross margin and contribution margin
\n - Food cost %
\n - Labour cost %
\n - Outlet-level profitability
\n - Cost optimisation and controllable expenses
\n - Customer satisfaction and online ratings
\n - Food wastage and inventory variance
\n - Order fulfilment / service turnaround time
\n - Employee productivity and retention
\n - New outlet / dark kitchen launch performance
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Candidate Profile
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\n - 10–15+ years of experience in Hospitality, QSR, Restaurant, Cloud Kitchen, or Food Service Operations.
\n - Proven experience managing multi-unit / multi-format operations.
\n - Strong experience in P&L ownership and commercial management is essential.
\n - Demonstrated ability to drive revenue growth, EBITDA, cost optimisation, and profitability.
\n - Strong understanding of food cost, labour cost, inventory, procurement, and outlet economics.
\n - Experience managing large teams across multiple locations.
\n - Strong business acumen with excellent analytical and financial management skills.
\n - Strong leadership, decision-making, negotiation, and problem-solving abilities.
\n - Experience in scaling or launching new outlets / dark kitchens will be an advantage.
\n - Bachelor's degree in Hospitality Management, Hotel Management, Business Administration, or a related field. MBA / postgraduate qualification would be an advantage.
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