Job Description: Head GCC (Restaurant Support Center) / Head Business Operations
Industry: QSR / F&B / Restaurant Chains
Location: Hyderabad, India Experience: 8 to 18 years, including 5+ years of team management
CTC: ₹15–20 LPA + other benefits
Reporting To: Founder
Employment Type: Full-time, Permanent
Work Mode: On-site, with working-hour overlap with the US team
About the Company
A growing restaurant group operating in the United States and India is establishing a Global Capability Centre (GCC) in Hyderabad to support its US restaurant operations and Indian outlets.
The GCC will bring together key business support functions to ensure seamless restaurant operations, consistent service delivery, efficient coordination and business growth across locations.
Role Overview
We are looking for an experienced and dynamic Head – Business Operations / Head – GCC from the QSR, F&B or restaurant industry to establish, lead and manage the Restaurant Support Center in Hyderabad.
The ideal candidate will be responsible for building the operating model, developing teams, implementing processes and performance standards, coordinating with US restaurant leadership, and ensuring effective support across business functions. The role will also oversee coordination for new store openings and drive operational excellence across customer experience, people, sales and profitability.
Key Responsibilities
1. GCC Setup & Operating Model
- Establish and develop the GCC operating model, processes and workflows from the ground up.
- Define service standards, operational guidelines, reporting structures and performance metrics.
- Establish effective coordination between the Hyderabad GCC and US restaurant operations.
- Ensure business continuity through proper resource planning, shift coverage, backup arrangements and process documentation.
- Drive operational KPIs across customer experience, people, sales and profitability.
2. Business Operations & Stakeholder Management
- Act as the primary point of contact between the GCC, US restaurant leaders, the founder, agencies and external partners.
- Align business priorities, deliverables, timelines and performance expectations across teams.
- Conduct regular business reviews and provide updates on operational performance.
- Manage escalations, resolve operational issues and ensure timely execution of business requirements.
- Establish clear communication, handover procedures and progress-tracking mechanisms.
3. Team Building & Leadership
- Build, lead and manage the GCC team in collaboration with HR.
- Identify manpower requirements, define roles and responsibilities, and participate in recruitment and final hiring decisions.
- Develop team leaders through coaching, goal setting, performance management and continuous feedback.
- Plan workforce capacity and coverage in line with US business hours and operational requirements.
- Build a strong team culture, improve employee engagement, retain key talent and develop succession plans.
4. Performance Management & Process Improvement
- Develop and monitor operational dashboards, scorecards, KPIs and service-level agreements (SLAs).
- Track service quality, productivity, costs, risks and overall business outcomes.
- Identify operational gaps and implement process improvements to enhance efficiency and service delivery.
- Standardise workflows and introduce effective reporting and accountability mechanisms.
- Demonstrate the GCC's contribution to business growth, cost optimisation and operational performance.
5. New Store Opening & Expansion
- Act as the single point of contact for coordinating new restaurant and outlet openings.
- Work closely with the Purchase team to coordinate procurement and ordering of furniture, equipment and other opening requirements.
- Coordinate with GCC functional teams, agencies and restaurant leadership to ensure pre-opening readiness.
- Oversee coordination of pre-opening marketing, launch activities and operational preparedness.
- Ensure smooth launch execution and provide post-opening support to restaurant teams.
6. Compliance & Data Security
- Ensure confidential handling of US restaurant, business and customer information.
- Implement and monitor compliance with applicable company policies and agreed data protection and information security standards.
- Identify operational risks and ensure appropriate controls and escalation procedures are in place.
Candidate Requirements
Mandatory Qualifications & Experience
- Graduate degree in any relevant discipline; MBA/PGDM preferred.
- 10–12 years of overall experience, including at least 5 years of team management.
- Strong experience in QSR, F&B, restaurant chains or hospitality operations.
- Proven experience in building teams, processes, operating models and service standards from scratch or in a fast-growing business.
- Experience managing cross-functional teams, agencies, vendors and business stakeholders.
- Strong stakeholder management skills, including experience working with founders, senior leaders and business heads.
- Ability to work with US teams and accommodate the required time-zone overlap.
- Strong communication, leadership, problem-solving and decision-making skills.
Good to Have
- Experience supporting US-based businesses from India.
- Prior experience in new restaurant openings, expansion programmes or multi-outlet operations.
- Familiarity with SLAs, KPIs, performance dashboards and operational reporting.
- Experience in centralised business support functions or shared services.
Key Competencies
- Builder Mindset: Ability to establish processes and teams from scratch.
- Leadership: Strong team-building, coaching and talent-retention skills.
- Ownership: Accountability for service quality, deadlines and business outcomes.
- Communication: Effective coordination with US leadership and India-based teams.
- Business Acumen: Understanding of restaurant operations, cost control, sales and profitability.
- Decision-Making: Ability to manage priorities, risks, escalations and resources effectively.
Compensation & Benefits
CTC: ₹15–22 LPA, plus other applicable benefits.
Ideal Candidate Profile
An experienced business operations leader from the QSR, F&B or restaurant industry who has managed multi-outlet operations, built centralised support teams, established operational processes and coordinated new store openings. The candidate should be capable of leading a Hyderabad-based GCC while working closely with US restaurant leadership.
Contact Number
HR-Chitra Aher
Contact on WhatsApp only: 9137577607
