Swiggy - Senior Manager - City Operations Head

- 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 targeted Orders per day for the clusters

- Reduce the cycle time of delivery of orders across brands

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

- Achieving Annual Operating plan (All controllable cost parameters) for all clusters in the state

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

- Forecasting sales

- Ensure highest levels of standards in the units

- Work with QA to eliminate all NCs across all clusters in the state

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

- Bring in BIC practices on food safety from multiple industries

- Ensure safety incidents across all clusters in the state

- Control attrition % at city level

- People capability building & progression plans

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

- Ensure adherence of all processes across the units

- Focus on in process measures for delivering output