Regional Manager at Flipkart Internet Pvt Ltd (2021-01 – 2024-05)
Directed West Mumbai's First & Last Mile operations for MMRDA Region
- Supervised 6 direct reports, 1300 people across 52 delivery hubs covering 187 pincodes
- Delivered 45K+ shipments during BAU and 2x volume during peak period
- Enhanced customer experience through improved speed, reliability, and cost management
- Sailed successfully through the Covid19 pandemic by coordinating with various govt agencies and authorities to maintain operational reliability. Collaborated with cross-functional teams to align operations with corporate objectives.
- Expanded network reach by growing synergy hubs from 47 to 52 within a year
- Launched and managed India's pioneering 100% diversity hub at BKC
- Led North Sortation Centre, focusing on both forward and reverse logistics in my recent assignment
- Managed comprehensive planning, speed, reliability, cost control, quality assurance, safety measures and seller experience
- Achieved consistent results across performance metrics in reliability, cost, and process controls
- Developed and implemented operational policies, procedures, and systems to optimize internal processes and enhance organizational performance
- Established continuous improvement culture using lean practices and various productivity tools
- Developed efficient inventory control methods and loss prevention programs to reduce shrinkage below goals
- Identified and managed operational risks, ensuring compliance with laws, regulations, and ethical standards
- Potentially managed staff with organizational growth
Operations Manager at HMS Host International, Subsidiary of Autogrill S.P.A. Global restaurateur (2019-09 – 2020-12)
- Oversaw a diverse portfolio of 49 restaurants spanning Quick Service Restaurants (QSR), Casual Dining (CDR), Fine Dining, and Kiosks, driving consistent operational excellence across all formats and service tiers
- Spearheaded end-to-end restaurant operations including inventory management, supply procurement, equipment oversight, health & safety compliance, and swift resolution of employee and customer issues
- Drove implementation of company-wide marketing programs while upholding rigorous operating standards across customer experience, facilities, staffing practices, and leadership development
- Championed organizational culture transformation through strategic process improvements, fostering a high-performance work environment
- Led a cross-functional matrix structure overseeing division managers across operations, sales, finance, HR, safety, and compliance — ensuring seamless coordination and accountability
- Developed and managed annual budgets with robust financial controls, consistently preventing cost overruns and optimizing resource allocation
- Identified and converted emerging business opportunities into profitable commercial contracts, steering the organization toward sustainable revenue growth
- Delivered targeted EBITDA goals with double-digit ticket size growth, demonstrating consistent financial performance in a competitive market
Area Operations Manager at Sapphire Foods India Pvt Ltd - Pizza Hut (2018-01 – 2019-08)
- Oversee multiple outlets maximizing sales performance
- Developed business strategies to boost market share
- Ensured all locations complied with standard operating procedures through development measurements
- Overseeing operations, pinpointing areas for improvement, and implementing measures to enhance customer satisfaction
- Managed regional growth while ensuring achievement of sales objectives within financial constraints.
- Oversaw compliance with health and safety regulations, minimising risks and protecting employees.
Assured Customer Experience Specialist at Yum! Restaurants International - Pizza Hut (2011-08 – 2017-12)
Span-: North & Central India - Impact - 90+ Pizza Hut Restaurants. Directed comprehensive operations and supported franchise business in specified regions including NCR, Haryana, Punjab, Himachal Pradesh, Uttar Pradesh, Uttarakhand, Jharkhand and J&K
- Calibrated store's compliance with Brand standards, SOP and food safety standards.
- Assessed the closure and effectiveness of Action Plans.
- Evaluated system health, identifying critical issues necessitating prompt action.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences
- Maintained extensive knowledge of company products to recommend items aligned with customer needs
- Conducted regular audits of customer interactions, providing constructive feedback to enhance service quality
- Facilitated training sessions for new staff on best practices in customer experience
Area Manager Operations - Mumbai at Amazon Food & Beverages Pvt Ltd (2008-01 – 2011-07)
- Oversaw sales and profit goals
- Oversaw smooth functioning and increased sales of six restaurants in South Mumbai
Store Manager at Dominos Pizza India Ltd (2000-10 – 2007-12)
- Oversaw sales and profit goals of dedicated store.
- Analyzed issues using critical thinking to identify solutions
- Led, trained and coached employees to consistently meet and exceed target KPIs
- Performed reconciliation of daily sales and documented revenue
