Swiggy - Cluster Manager - Operations

- Responsible for overall customer experience incl Restaurant Rating, Order Delivery/preparation timings

- Customer complaints reduction across both food & packaging

- Feedback of stealth brands

- Ensure >99% availability of units for production/service to meet the targetted Orders per day of the cluster

- Reduce the cycle time of delivery of orders across brands

- Ensuring proper forecasting systems are in place for RMs to ensure 0 stockouts across items

- Achieving Annual Operating plan (All controllable cost parameters) for the cluster

- EBITDA for the city (this will include Food/packaging/labor costs reduction)

- Forecasting sales & planning resources accordingly

- Ensure the highest levels of standards in the units

- Work with QA to eliminate all NCs across units in the cluster

- Establish Food safety audit & risk assessment mechanisms across the units

- Bring in BIC practices on food safety from multiple industries

- Ensure 0 safety incidents across all units in the cluster

- Control attrition % at the cluster level

- People capability building & progression plans

- Reduce effort across multiple tasks & lead productivity improvement effort (Orders per FTE)

- Ensure adherance of all processes across the units

- Focus on inprocess measures for delivering output