General Manager - Operations and Business Implementations

General Manager Operations & Business Implementations

Bengaluru Airport Services Limited (BASL)

Job Scop Summary:

The General Manager Operations & Business Implementation will be responsible for translating BASLs F&B growth agenda into commercially viable, operationally ready and scalable businesses, leading opportunities from evaluation and implementation through launch, stabilization and expansion
The role will translate approved concepts and business plans into operationally ready businesses by leading pre-opening activities, project implementation, manpower planning, training, SOP development, procurement coordination, operational readiness and launch management.
The incumbent will work closely with the Brand & Product Development, Strategy, Projects, Finance, Procurement, HR, Marketing and Operations teams, as well as external brand partners, consultants and vendors, to ensure that new concepts are launched within agreed timelines, budgets and quality standards.

Key Responsibilities:

1. Business Implementation & Launch Management

• Lead end-to-end implementation of approved F&B brands, concepts and business initiatives.
• Translate approved business cases and concepts into detailed implementation plans.
• Develop project timelines, milestones, dependencies and launch plans.
• Drive projects from concept approval through pre-opening, launch and post-opening stabilization.
• Ensure timely coordination across all internal and external stakeholders.
• Identify implementation risks and take timely corrective action.

2. Pre-Opening & Operational Readiness

• Lead all operational pre-opening activities for new restaurants, cafs, lounges and other F&B formats.
• Develop comprehensive operational readiness checklists covering manpower, training, SOPs, procurement, technology, equipment, inventory and guest experience.
• Ensure operational requirements are identified and addressed before launch.
• Coordinate trials, mock operations, soft openings and readiness assessments.
• Establish clear go-live criteria and ensure closure of critical gaps before opening.

3. Operations & Process Design

• Develop and implement operating models for new concepts in line with the approved business plan.
• Establish SOPs, service standards, workflows and operational controls.
• Ensure consistency of brand standards and guest experience across locations.
• Identify opportunities for process improvement, productivity enhancement and cost optimization.
• Work with Operations teams to ensure smooth transition from project implementation to steady-state operations.

4. Manpower Planning & Capability Building

• Determine manpower requirements in line with the approved operating model and business volumes.
• Partner with HR on recruitment, manpower deployment and workforce planning.
• Develop training and induction plans in coordination with HR and relevant functional teams.
• Ensure teams are operationally ready before launch.
• Identify capability gaps and implement appropriate training and development interventions.

5. Procurement, Vendor & Project Coordination

• Define operational procurement requirements in coordination with Procurement and Projects.
• Ensure timely availability of equipment, materials, consumables and other operational requirements.
• Coordinate with vendors, contractors, consultants and brand partners.
• Monitor project deliverables against agreed specifications, timelines and budgets.
• Escalate delays, quality issues and critical dependencies to senior leadership.

6. Brand Partner & Stakeholder Management

• Act as the operational interface with F&B brand partners during implementation.
• Translate brand standards and technical requirements into executable operating plans.
• Build strong working relationships with brand owners, franchise partners, consultants and other stakeholders.
• Ensure alignment between BASL requirements and partner expectations.
• Resolve implementation-related issues in a timely and commercially appropriate manner.

7. Financial & Commercial Implementation

• Work with Finance and Business Development teams to ensure implementation is aligned with approved business cases.
• Monitor implementation expenditure against approved budgets.
• Identify opportunities for cost optimization without compromising guest experience or brand standards.
• Support operational ramp-up and achievement of agreed revenue and profitability targets.
• Provide inputs for financial reviews and post-launch business performance assessments.
• Provide inputs into business cases, including operational assumptions, manpower, capex/opex requirements, capacity and scalability.
• Partner with Finance and Business Development to assess unit economics, break-even assumptions and commercial viability.
• Recommend operational and commercial levers to improve revenue, margins and return on investment.

8. Post-Launch Stabilization

• Lead the transition from launch to steady-state operations.
• Monitor operational performance during the initial stabilization period.
• Identify gaps in manpower, processes, service standards and customer experience.
• Drive corrective actions and continuous improvement.
• Conduct post-opening reviews and capture learnings for future projects.

9. Leadership & Cross-Functional Collaboration

• Lead and coordinate cross-functional implementation teams.
• Establish clear ownership, milestones and accountability for project deliverables.
• Work closely with Brand & Product Development, Operations, Finance, HR, Procurement, Projects, IT, Marketing and Legal.
• Provide regular project updates to senior leadership.
• Build a culture of ownership, execution excellence and accountability.

10. Governance, Risk & Compliance

• Ensure all new operations comply with applicable statutory, regulatory, food safety, airport and BASL requirements.
• Ensure appropriate approvals, documentation and controls are in place before launch.
• Identify and proactively manage operational and implementation risks.
• Ensure compliance with contractual and brand partner requirements.

KEY PERFORMANCE INDICATORS (KPIs)

• Successful launch of approved F&B concepts within agreed timelines
• Number of projects successfully implemented and operationalized
• Adherence to approved project budgets
• Pre-opening readiness score
• Manpower readiness before launch
• Training and certification completion
• SOP and process readiness
• Time taken from concept approval to operational go-live
• Post-launch stabilization performance
• Achievement of approved revenue and profitability targets
• Guest experience and service quality
• Operational productivity and cost efficiency
• Compliance and audit performance
• Successful transition from project to steady-state operations

QUALIFICATIONS & EXPERIENCE

Experience

• 1520+ years of relevant experience in F&B operations, restaurant chains, hospitality, retail F&B, airport hospitality or allied sectors.
• Experience in assessing new F&B concepts, brands and business opportunities from both operational and commercial perspectives.
• Proven experience in pre-opening, project implementation and operational readiness.
• Strong understanding of manpower planning, training, SOP development, procurement and operational controls.
• Experience managing or supporting a multi-unit F&B portfolio with responsibility for performance, scalability and operational consistency. Demonstrated experience in managing multiple stakeholders and complex implementation projects.
• Experience working with national or international F&B brands will be preferred.
• Strong track record of delivering projects within timelines, budgets and quality standards.
• Ability to balance brand standards, guest experience, operational efficiency and commercial performance across multiple locations.