Operations Excellence/ Retail Excellence - QSR

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.

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.

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.

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

standards.

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