Head - Operations Excellence / Retail Excellence & Strategy- From QSR

SG Oasis; Mumbai; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

SG Oasis in Mumbai seeks a senior operations leader to define what great looks like operationally and to build systems that make it the norm. The role sits at the intersection of guest experience, process design, people enablement, and data-driven decision-making.

You will lead store standards, digital enablement, cost efficiency, forecasting, training, and governance, with a proven multi-unit leadership track in F&B or QSR and the ability to scale initiatives across 300+ outlets.

Qualifications

• 5+ years of progressive operations leadership in F&B or QSR.
• Experience designing and implementing operational standards at scale (ideally 300+ outlets).
• Experience owning and improving mystery/quality audit programmes.

Responsibilities

• Set and enforce Hygiene & Maintenance standards and audit gaps before impact on guest experience.
• Lead Visual Merchandising and In-Store Communication standards with Marketing.
• Oversee outlet redesigns and infrastructure upgrades with Projects and Design teams.
• Drive Digital Enablement: automation, checklists, and dynamic discounting on the roadmap.
• Identify tech solutions that cut manual work and improve real-time visibility.
• Partner with IT/Analytics to build operational dashboards for data-driven decisions.
• Lead cost efficiency initiatives in Energy Savings and Equipment Efficiency.
• Build proactive outlet maintenance programs to minimise downtime and extend asset life.
• Own QHSE framework including audits (QHSE, Process, Inventory).
• Develop Demand Forecasting with Supply Chain/Production to reduce wastage.
• Maintain a standardised Frozen Model to scale into new cities/formats.
• Define operational competency standards and embed training with L&D.
• Ensure ready successors for critical roles and run People Relook program with HR.
• Strengthen internal audits and provide real-time operational metrics to leadership.
• Ensure compliance with regulatory, food safety and brand standards.

Job description

Role & responsibilities

This role sits at the intersection of guest experience, process design, people enablement, and data driven decision-making. The incumbent will be the company's internal benchmark-setter defining what 'great' looks like operationally and building the systems to make 'great' the norm, not the exception.

A.STORE STANDARDS & UPKEEP

• Set and enforce Hygiene & Maintenance standards; build an internal audit cadence that identifies gaps before they impact guest experience.
• Lead Visual Merchandising and In-Store Communication standards in partnership with the Marketing team.
• Oversee outlet redesign and infrastructure upgrade projects in collaboration with the Projects and Design team.

B. DIGITAL ENABLEMENT & PROCESS AUTOMATION

• Drive Contact Centre Automation, Digital Checklists, and Dynamic Discounting initiatives as part of the digital enablement roadmap.
• Identify and implement technology solutions that reduce manual effort at the store level and improve real-time visibility for operations management.
• Partner with the IT and Analytics teams to build operational dashboards that enable data-driven decision-making at store, cluster, and national levels.

C. COST EFFICIENCY & OUTLET MAINTENANCE

• Lead cost efficiency initiatives across Energy Savings and Equipment Efficiency identifying opportunities to reduce the operational cost base without compromising guest experience.
• Build a proactive outlet maintenance programme that minimises downtime, reduces reactive repair spend, and extends asset life.
• Own the QHSE (Quality, Health, Safety & Environment) framework including QHSE Audits, Process Audits, and Inventory Audits.

D. DEMAND FORECASTING & SUPPLY READINESS

• Work with the Supply Chain and Production teams to build a Demand Forecasting capability that reduces wastage and ensures product availability.
• Develop and maintain the Frozen Model a standardised operating framework that can be replicated efficiently as the company scales into new cities and formats.

E. PEOPLE, TRAINING & CAPABILITY BUILDING

• Define operational competency standards for store teams and work with the L&D function to embed training that delivers measurable behavioural change.
• Build the n-2 and n-3 operations leadership pipeline ensuring the company always has ready successors for every critical operational role.
• Design and execute the People Relook programme for store-level teams, in partnership with HR and L&D.

F. CONTROLS, GOVERNANCE & REPORTING

• Strengthen the internal audit framework across QHSE, Process, and Inventory dimensions.
• Build and own the Operational Metrics & Dashboard providing the COO, CEO, and Board with a clear, real-time view of operational health.
• Ensure all operational processes are compliant with regulatory, food safety, and brand standards.

CANDIDATE PROFILE

• 1218 years of progressive operations experience, with at least 5 years in a multi-unit leadership role in F&B or QSR.
• Proven track record of designing and implementing operational standards at scale ideally across 300+ outlets.
• Experience owning and improving mystery audit/quality audit programmes