Operations Manager

Job Title: Operations Manager

Location: Gurgaon

Department: Operations

Reports To: General Manager – Operations

Purpose of the Job Role:

To manage and drive day-to-day operations across assigned sites by ensuring operational excellence, client satisfaction, food quality, service standards, cost control, and effective manpower management while achieving business and profitability objectives.

Key Responsibilities:

· Plan, manage, and oversee day-to-day operations across assigned sites to ensure smooth and efficient service delivery.

· Ensure consistent adherence to food quality, hygiene, safety, and service standards across all locations.

· Manage manpower deployment, staffing requirements, attendance, productivity, and retention to ensure optimal workforce utilisation.

· Build and maintain strong relationships with clients and address operational concerns and escalations promptly.

· Monitor site performance against agreed KPIs, SLAs, operational plans, and business objectives and take corrective actions where required.

· Ensure effective implementation of SOPs, processes, systems, and company policies across assigned sites.

· Monitor and control food costs, wastage, consumables, and other operational expenses to achieve budgeted margins.

· Review site-level performance and operational reports regularly and identify opportunities for improvement.

· Coordinate with HR, QHSE, Procurement, Finance, Training, and other support functions to ensure seamless operations.

· Ensure timely completion of training and development initiatives for operational teams to improve service quality and productivity.

· Monitor vendor and supplier performance, where applicable, to ensure adherence to agreed quality and service standards.

· Conduct regular site visits and audits to identify gaps, drive compliance, and ensure continuous improvement.

· Support business growth and client retention through effective customer engagement and delivery excellence.

· Prepare and share regular operational reports, highlighting key achievements, challenges, escalations, and action plans.

· Carry out additional responsibilities as assigned by the General Manager – Operations or senior management.

Role Outcomes:

Major outcomes of this role are:

• Smooth and efficient operations across assigned sites.
• Reduction in site-level escalations and operational issues.
• Improved client satisfaction and service delivery standards.
• Adherence to food cost and operational budgets.
• Effective manpower deployment, productivity, and retention.
• Consistent compliance with QHSE, SOP, hygiene, and food safety standards.
• Improved site profitability and operational efficiency.

Qualifications:

• Minimum 8–10 years of experience in F&B Operations, with strong preference for candidates from the Catering / Contract Catering industry.
• Strong experience in multi-site/site operations and client management.
• Good understanding of manpower planning, food cost, P&L, operational controls, and service standards.
• Strong communication, leadership, interpersonal, and problem-solving skills.
• Proven ability to manage teams and handle client escalations effectively.
• Good geographical understanding and willingness to travel across assigned sites.
• Hands-on experience with MS Excel, MS Word, and PowerPoint; strong analytical and reporting skills will be an added advantage.