Aug 2021 – Apr 2024 · 2 yrs 8 mos

• ·Spearheaded initiatives resulting in best-in-class Customer Experience (CX) metrics, with ratings improving from 3.9 to 4.5, IGCC from 3.0% to 1.2%, and Prep time from 9 minutes to 5 minutes consistently across all business units.
• ·Facilitated training adherence, professional development, and performance enhancement for the team in collaboration with HR, Learning and Development (L&D), and other cross-functional teams, resulting in a significant improvement in team training metric from 70% to 95-98%.
• ·Identified and implemented process enhancements to optimize productivity and streamline operations. Collaborated with various teams including Business Development (BD), Infrastructure, Projects, Quality, Health, Safety and Environment (QHSE), Legal, Revenue and Growth, Category, New Product Development (NPD), Talent Acquisition (TA), and Finance.
• ·Achieved a significant improvement in Earnings Before Interest, Depreciation, Taxes, and Amortization (EBIDTA) from -10% to 8% at the Business Unit (BU) level through strategic cost reduction initiatives in Cost of Goods Sold (COGs) and other expenses.
• ·Conducted daily monitoring and analysis of key metrics and consumer data, facilitating regular engagement sessions with customers to gather insights and feedback.
• ·Provided strategic input for the creation of new brands and executed marketing campaigns to drive brand awareness and customer engagement.

Oct 2018 – May 2020 · 1 yr 7 mos · Bengaluru

• Swiggy Private Brands Oct 2018- May 2020
• www.swiggy.com
• Cluster Manager
• Responsibilities:
• Cluster Manager for Swiggy’s cloud kitchen initiative.
• Responsible for handing 27 Units, the business volume of INR 14 crore per month with a team of 1000 + employees.
• Responsible for customer experience matrix, unit performance matrix, financial matrix and training abilities and business skill and audits.
• A: Customer experience and Unit performance matrices
• Food prep time.
• Ar_P, O_D, MFR, M2O, C2O, and Acceptance.
• City rating, Unit rating, SKU wise rating.
• Customer complaints, Item Missing /Mismatch & Packing issue (% of Item Missing /Mismatch & Packing issue Vs. Total Order)
• B: Financial Matrices
• Wastage management Ideal VS Actual.
• COGS % Vs. Budget Monitor and control inventory at each location as an area.
• Labor cost % Ideal Vs Actual.
• Stock holding Optimization.
• C: Training abilities & Business skills (Behavioral skills)
• Controlling the training and development of staff.
• Mentor for team and motivates team to reach targets.
• Establish training programs for staff members to improve sales outcomes.
• Relationship with internal & external stakeholders.
• Forecasting and ordering management.
• Responsible for city P&L.
• Labor cost optimization.
• Build and lead the city kitchen operations team comprising of cooking and non-cooking operations.
• Drive a strong culture of Quality and customer first mentality within the operations team.
• Ensure daily operations happen without disruption and meet the performance criteria defined.
• Ensure new kitchens open on time, are adequately staffed, and deliver strong performance from day one.
• Nurture and up-skill the various team and its members to higher levels of performance and output.
• Identify and drive initiatives from a process excellence standpoint.
• Ensure cost of kitchen operations is managed optimally to enable a profitable biz.
• Drive high levels of employee engagement and team NPS.

Apr 2017 – Oct 2018 · 1 yr 6 mos

• Barbeque Nation Nov 2015-Oct2018
• www.barbequenation.com
• One of the leading casual dining chains in India, Barbeque Nation pioneered the concept of “over the table barbeque” live grills embedded in dining tables – allowing guests to grill their own barbecue’s right at their tables. It is currently at 138 outlets in India, 5 outlets in UAE, 1 outlet in Malaysia and 1 outlet in Oman.
• Cluster Manager (Apr 2017 – Oct 2018)
• Responsibilities:
• Promoted to Cluster Manager role from Business Manager. Looked after Bangalore and then Chennai, Madurai, and Pondicherry sectors.
• Responsible for handing 10 Units, business volume of INR 7 crore Per month with a team of 300 + employees.
• Daily monitoring of Guest satisfaction index and RCA.
• Daily, Weekly and Monthly Food cost monitoring.
• Daily weekly and monthly operational expanse tracking.
• Menu designing.
• Responsible for cluster P&L.
• Responsible for the overall budget and strategy for Cluster units.
• Manage and resolve complex operational issues that arise across City unit.
• Manage performance of Unit Managers, Supervisors, Administration staff through regular 1 0 1’s, performance reviews and foster a culture of learning and development.
• Coach and develop Unit Managers to achieve excellent standards, results, and best practice.
• Ensure Unit Managers always adhere to policies and procedures.
• Oversee resourcing of Unit Managers and Supervisors in cluster Unit including adequate day off and holiday cover.
• Support the opening of new and refitted units by ensuring raw material, stocking and preparation is ready for the set opening date.
• Conduct mandatory health and safety and maintenance checks in all units, reporting issues or concerns to the Head of operations.

Nov 2015 – Mar 2017 · 1 yr 4 mos

Sep 2011 – Nov 2014 · 3 yrs 2 mos · New Delhi, Delhi, India