Operations Excellence/ Retail Excellence - QSR

SG OASIS HR CONSULTANCY PVT LTD; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

SG Oasis HR Consultancy Pvt Ltd is seeking a results-driven operations leader to drive store standards, demand forecasting, and people capability across our network. The role combines guest experience, process design, and data-driven decision support to optimize performance at store, cluster, and national levels.

You will build a scalable framework for demand forecasting, training, and governance while partnering with IT, analytics, and marketing teams to deliver measurable improvements in

Qualifications

• Strong ability to lead end-to-end operations across multiple outlets.
• Experience building data-driven dashboards for decision making.
• Proven track record in process design and efficiency projects.

Responsibilities

• 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 Marketing.
• Oversee outlet redesign and infrastructure upgrade projects with Projects and Design teams.
• Drive Contact Centre Automation, Digital Checklists, and Dynamic Discounting as part of the digital enablement roadmap.
• Identify and implement technology solutions that reduce manual effort and improve real-time visibility for operations.
• Partner with IT and Analytics to build operational dashboards for data-driven decisions at store, cluster, and national levels.
• Lead cost efficiency initiatives across Energy Savings and Equipment Efficiency to reduce operating costs without compromising guest experience.
• Build proactive outlet maintenance programs to minimize downtime and extend asset life.
• Own the QHSE framework including QHSE Audits, Process Audits, and Inventory Audits.
• Strengthen internal audit framework across QHSE, Process, and Inventory dimensions.
• Build and own the Operational Metrics & Dashboard for leadership visibility.
• Ensure operational processes comply with regulatory, food safety, and brand standards.

Skills

Operations leadership

Data analytics

Process design

Training & development

Tools

BI tools

Job description

This role sits at the intersection of guest experience, process design, people enablement, and datadriven decision-making,SOP, customer experience streamlining

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.
• 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.
• 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.

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.

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