General manager operations

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.