Manager QSR

Job Description:

Role Summary
The Head – QSR Operations will lead end-to-end operational excellence for the Tea Terminal QSR chain, driving consistent product quality, superior guest experience, and profitable growth across company-owned and franchise outlets. This role is responsible for scaling operations, strengthening brand standards, optimizing costs, and building a high- performing team to support business expansion.

Key Responsibilities
1. Operations Leadership & Excellence
 Oversee daily operations across all outlets, ensuring:
o Product quality and consistency
o Hygiene, cleanliness, and food safety standards
o Speed of service and efficient queue management
 Establish and enforce SOPs aligned with brand standards and regulatory requirements (FSSAI compliance).
 Drive operational scalability and readiness for expansion.

2. Customer Experience & Brand Building
 Define and implement customer experience strategies across all outlets.
 Conduct periodic audits on:
o Store ambiance
o Service quality
o Staff behavior
 Drive customer satisfaction, loyalty programs, and feedback mechanisms to enhance brand recall.

3. Financial & Cost Optimization
 Own outlet-level profitability and cost control initiatives.
 Optimize:
o Inventory and wastage
o Utility costs
o Store-level expenses
 Identify opportunities for margin improvement and operational efficiency.

4. Inventory & Supply Chain Management
 Ensure seamless supply chain operations across all locations.
 Monitor stock levels, reduce wastage, and improve inventory turnover.
 Collaborate with procurement for:
o Vendor performance management
o Cost optimization
o Packaging and material standardization

5. Team Leadership & Capability Building
 Lead, mentor, and develop Operations Managers, Store Managers, and frontline teams.
 Build a strong leadership pipeline across outlets.
 Identify skill gaps and implement structured training and development programs.
 Drive a culture of accountability, ownership, and performance excellence.

6. Expansion & Franchise Management
 Support new store launches, including site readiness and operational setup.
 Standardize processes for franchise onboarding and management.
 Ensure consistent brand and operational standards across franchise outlets.

7. MIS, Governance & Compliance
 Design and monitor MIS dashboards covering:
o Sales and performance metrics
o Operational KPIs
o Customer feedback and audit scores
 Ensure compliance documentation and audit readiness across all stores.
 Drive data-driven decision-making and continuous process improvement.

Key Performance Indicators (KPIs)
 Outlet profitability and cost efficiency
 Customer satisfaction (CSAT/NPS)
 Audit and compliance scores
 Inventory variance and wastage reduction
 Employee retention and productivity
 New store launch success rate

Qualifications & Experience
 Bachelor’s degree in hospitality, Business Administration, or related field (MBA preferred).
 8–12+ years of experience in QSR/F&B operations, with at least 3–5 years in a leadership role.
 Proven experience in managing multi-unit operations and scaling businesses.

Key Skills & Competencies
 Strong leadership and team management
 Operational excellence mindset
 Financial acumen and cost control
 Customer-centric thinking
 Vendor and stakeholder management
 Data-driven decision-making

Preferred Background
 Experience in QSR chains, café brands, or beverage-led formats.
 Exposure to franchise operations and rapid expansion environments.