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