Senior Manager-Systems, Processes and SOP

Location: Indore

Company: Zivaya Wellness

Zivaya is a growing chain ofluxury wellness outlets located within leading hotels, palaces, airports, and premium lounges across India. We deliverhigh-end therapies, beauty, spa, and hair services , whereprecision, consistency, and experience quality are non-negotiable. As we scale, our success depends on buildingrobust systems and processes that ensure the same Zivaya experienceevery outlet, every city, every time.

TheManager Systems, Processes & SOPs will act as thefoundational architect of Zivayas operational backbone . This role is responsible fordesigning, documenting, and implementing structured systems, STANDARD OPERATING PROCEDURES, and task frameworks that clearly definewhat needs to be done, how it must be done, and how it is measured across all wellness outlets.

This is ahands-on, strong-ownership role requiring someone fromhighly structured service environments (hospitality, aviation, luxury retail, premium F&B, healthcare services) who understands how disciplined operations drive quality, efficiency, and scalability. The role involves not just documentation, butimplementation, enforcement, and adoption across multiple locations using technology and data.

• Design, develop, and institutionaliseend-to-end SOPs for all service and operational functions, including therapies, customer journeys, front office, hygiene, inventory, staff conduct, escalation protocols, and daily workflows.
• Break down services and operations intoclear task-level instructions , definingwhat ,how ,by whom ,when , andto what standard each task must be completed.
• Buildprocess flows, checklists, quality benchmarks, and control mechanisms that eliminate ambiguity and ensure uniform execution across outlets.

• Leadon-ground implementation of systems and SOPs across existing and new outlets, ensuring adoptionnot just documentation.
• Standardise operations across locations to deliveridentical service standards, language, hygiene levels, and customer experience nationwide.
• Supportnew outlet launches , ensuring systems, SOPs, training materials, and readiness frameworks are in place from Day One.

• Leveragetechnology, AI tools, workflow platforms, digital checklists, and documentation systems to manage tasks, track compliance, and improve operational visibility.
• Create scalable digital frameworks that allow leadership to monitor execution, adherence, and gaps in real time.

• Train outlet teams and managers on systems, SOPs, and operational standards.
• Conductprocess audits , identify deviations or inefficiencies, and drive corrective actions.
• Continuously refine systems based on feedback, audits, and performance data to improve efficiency, quality, and scalability.

• Work closely withoperations, HR, training, marketing, and finance teams to ensure processes are aligned with brand promise, manpower planning, and business objectives.
• Act as thecustodian of operational discipline and standardisation across the organisation.

• Bachelors degree inBusiness Administration, Operations Management, Hospitality, Aviation, Retail, or a related discipline .
• 48 years of experience in building and implementingsystems, SOPs, and structured processes acrossmulti-location operations .
• Background inhighly structured industries such as hospitality, aviation, luxury retail, healthcare services, or premium F&B chains.
• Proven ability to translate complex operations intosimple, executable, repeatable systems .
• Strong analytical mindset with exceptionalattention to detail and quality standards .
• Comfortable beingfirm, decisive, and execution-driven , with the ability to enforce standards across teams.
• Proficiency inprocess documentation tools, workflow and task management systems, AI-enabled productivity tools, and MS Office .
• Excellent communication, training, and stakeholder management skills.

• You arestructured, disciplined, and uncompromising on standards . You believe great service is not left to chanceit is built throughclear systems, repeatable processes, and strict execution . You thrive in environments where operations must run the same way across locations, and you have the confidence and experience todesign, implement, and enforce the building blocks that allow a premium brand to scale without dilution .