Manager, Operations COE, West Zone

Designation:

Location: India Maharashtra H002-Pantaloons West Zone

Organization: Fashion & Retail

Job Description:

Job Purpose

To drive operational excellence across all stores in the West Zone through strong governance, compliance, audit readiness, process standardisation, and execution of strategic projects. The role partners closely with Store Operations, Projects, IT, Supply Chain, HR, and Business Teams to ensure store readiness, superior customer experience, omni-channel efficiency, and adherence to SOPs, thereby enabling profitable and smooth store functioning.

Key Accountabilities

Supporting Actions

NSO (New Store Opening) – Compliance, Inventory & Launch Readiness

Lead operational readiness for new store launches, ensuring complete compliance with SOPs, statutory requirements, and inventory controls.

Coordinate with Projects, VM, IT, Supply Chain, Finance, and Store Operations to ensure seamless launch execution.

Validate NSO checklists, ensure merchandising and inventory accuracy, and drive zero?error opening readiness.

Highlight gaps in pre?opening audits and drive timely closure of action points.

Audits – SOP, Safety & In?Store Service Standards

Ensure 100% adherence to store SOPs, statutory norms, safety protocols, and operational processes.

Conduct periodic audits and store readiness reviews to assess compliance in cashiering, commercial processes, stock management, backstore discipline, VM, and customer service.

Drive corrective action plans for audit findings and monitor their zone?wide closure.

Strengthen compliance culture by conducting refresher trainings and reinforcing SOP discipline.

Special Projects – RFID & Express Checkout

Drive successful implementation of RFID?based inventory processes and Express Checkout initiatives across the zone.

Ensure adoption of tools, accurate tagging, scanning discipline, and resolution of exceptions.

Support project rollouts by providing field insights, monitoring pilot outcomes, and ensuring adherence to rollout timelines.

Omni Operations, MRTO & Customer Complaints

Drive omni?channel execution quality across the zone, ensuring store readiness for pick?ups, deliveries, order fulfilment, and inventory accuracy.

Monitor MRTO performance, identify bottlenecks, and work with stores to reduce turnaround time.

Liaise with Customer Service teams to track complaint trends and drive corrective measures for service recovery and process improvements.

Aurify Requirements & Store Compliance Monitoring

Ensure all Aurify platform requirements are met by stores, including timely submissions, validations, and dashboard updates.

Track store-level compliance metrics and drive adherence through routine follow-ups, reviews, and escalation management.

Support store teams in closing non-compliances and improving audit and compliance scores.

Data Sufficiency – MH, GC

Ensure data sufficiency and accuracy for Mystery Shopping (MH) and Guest Connect (GC) metrics.

Monitor score trends at store, cluster, and zone level, and work with store teams to improve gaps in service behaviours and customer experience.

Drive initiatives to enhance NPS, service excellence, and in-store experience outcomes.

Awaaz Query SPOC

Serve as the Zonal SPOC for all Awaaz platform queries and grievances.

Ensure timely resolution of tickets through strong follow-ups with stores, HR, and other stakeholders.

Track escalations and ensure closure within defined SLAs.

EOSS Readiness – Zonal SPOC

Lead operational preparedness for EOSS (End of Season Sale) across the zone.

Coordinate with Retail Ops, Merchandising, VM, and Supply Chain to ensure smooth execution.

Monitor readiness parameters such as manpower planning, stock deployment, signage, ticketing, customer service counters, and queue management.

Drive daily EOSS reviews and ensure corrective actions for smooth store operations during peak periods.

People Management

Build operational capability across stores through continuous coaching, on-ground visits, and strong governance practices.

Identify training needs and strengthen frontline capability on SOPs, cashiering, inventory management, Omni workflows, and customer service.

Ensure stores have the right operational bench strength and succession readiness.

Create a culture of accountability, discipline, and high performance.

Plan and execute all Ops?related training sessions for Store Managers, Department Managers, and store teams.

Conduct periodic refreshers on safety, SOPs, shrinkage control, customer service, RFID usage, Express Checkout, and Omni workflows.

Partner with HR and L&D for capability-building programs and continuous skill enhancement.