SOUVIK SINHA

1. Aligning Business Objectives: Setting goals and developing long-term business strategies to ensure company growth and profitability.

2. Operational Surveillance: Managing daily operations across departments to ensure efficiency, productivity, and quality control.

3. Revenue Strategy: Overseeing budgets, financial reporting, and cost control to meet financial targets.

4. Collaborative Leadership: Hiring, training, and managing staff; fostering a strong organizational culture and ensuring high performance.

5. Efficiency Auditing: Evaluating business performance using KPIs and implementing improvements where necessary.

6. Relationship Management: Ensuring customer satisfaction and managing key business relationships.

7. Compliance and Risk Management: Ensuring adherence to laws, regulations, and internal policies.

8. Information Exchange: Reporting to upper management or stakeholders and maintaining clear communication across teams.

9. Customer Wow’s: Ensure excellent guest service and satisfaction by addressing customer feedback and maintaining quality standards | Best Practise Replication

10. Value Chain Optimisation.: Oversee purchasing, inventory control, and vendor relationships to ensure cost-effective and timely supply of ingredients and products.

11. Risk & Safety Management: Enforce hygiene, food safety, and regulatory standards in line with local laws and company policies.

12. Engagement, Promotion & Visibility: Collaborate on or lead local marketing initiatives, promotions, and events to increase foot fall resulting in sales.

Strategic Road mapping: Develop business plans, set sales targets, and implement strategies to achieve growth and operational goals

KRA’s:

Executive Oversight: Define and implement the organization’s service excellence strategy aligned with business goals.

• Drive a culture of continuous improvement and customer-centric thinking across departments.
• Client Centricity
• Oversee the design, implementation, and improvement of customer experience (CX) initiatives.
• Monitor customer satisfaction metrics (**NPS, CSAT, CES) and take action on insights.
• Platform Optimization
• Identify inefficiencies in service delivery processes and implement improvements.
• Establish and enforce service standards, SLAs, and operational KPIs.
• Operational Assurance Compliance Standards
• Develop QA frameworks to ensure consistency and excellence in service delivery.
• Ensure adherence to regulatory requirements and internal policies.
• Multifunctional Alignment
• Work closely with operations, HR, IT, and other departments to embed service excellence principles.
• Lead initiatives that require cross-functional support and coordination.
• Synergy & Corporate Governance
• Build and lead high-performing service excellence teams.
• Train staff in service improvement methods (e.g., Six Sigma, Lean, Kaizen).
• Performance Analytics Summary
• Use data to track service performance and customer feedback.
• Report on trends, insights, and performance metrics to senior leadership.
• Innovation & Technology Integration
• Leverage technology and automation to enhance service delivery.
• Promote digital solutions to improve customer touchpoints and internal efficiencies.
• Voice of Customer (VoC) Management
• Lead VoC programs to capture actionable insights.
• Use feedback to influence service strategy and enhancements.
• Situational Efficiency
• Oversee resolution of critical service issues and ensure minimal customer impact.
• Develop contingency and escalation protocols.

• Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
• Prioritized projects and project tasks depending upon key milestones and deadline dates.
• Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
• Collaborated with internal teams to develop customized solutions that addressed unique client needs.
• Built strong relationships with clients through consistent communication and proactive problem-solving efforts.
• Increased client satisfaction by providing tailored consulting services and effective problem-solving strategies.