Manish Dhankher
Vaughan,ON
Summary
Agile transformation leader with over 20 years of experience in scaling brands and enhancing restaurant technology, e-commerce, supply chain, and process management. Known for his smart, heart-driven approach and courageous leadership, Manish Dhankher has been a team builder who drove growth for Pizza Hut, KFC, and Taco Bell across the Indian subcontinent, including scaling Pizza Hut to 1,000 stores. In Canada, he led Pizza Hut's transformation by reshaping the business model, strengthening franchisee relationships, and accelerating new store development and digital technology initiatives. His commitment to diversity and innovation has been central to his success.
Overview
27
27
years of professional experience
Work History
Chief Customer Officer
Pizza Hut Canada, Yum! Brands Inc.
07.2019 - Current
- Leading a high-performing team of 8 professionals, committed to delivering exceptional customer experiences across 630 Pizza Hut stores managed by 130 franchisees.
- Collaborated with fellow Leadership members to establish a robust succession planning process for key leadership positions within the organization.
- Implemented cutting-edge automation tools with AI capabilities, IOTs reducing manual tasks and boosting productivity levels within teams.
- Enhanced digital customer experience by implementing innovative strategies and technologies, including piloting Canada’s first robot delivery in QSR.
- Crafted a food aggregator strategy by onboarded food aggregators - Skip, Uber & Doordash lead the contract negotiations and launched DAAS (Delivery As a Service)
- Digitized restaurants through onboarding of smart kitchen systems like Dragon Tail, Digitizing shift management through Hut Bot and digitized team member experience through auto scheduling tools like Hot Schedules (Fourth) and Tracks
- Lead the Spend Smarter committed and saved annual 2mn system savings for pizza Hut through cost savings projects around COGS, Labour management and controlling wastages
- Deployed a centralized customers experience tracking system to measure experience on Aggregators, Social media and own platform.
- Deployed a digitized strong franchisee accountability program - 5 STAR for outlier management
- Revamped the franchisee onboarding program and institutionalized the 4C Growth ready framework to mange franchisees
- Collaborates closely with marketing on top-line driving initiatives and recently launched the Late Night Sales program, positively impacting sales with a +2% SSSG.
- Developer of Small Box and Express 2.0 concepts, designed to minimize store footprint and reduce capital expenditures, thereby shortening payback periods.
- Experienced in managing class action legalities and handling arbitrations and mediations.
- Proven track record in New Store Openings and improved brands footprint from 400 stores in 2019 to 650 restaurants in 2024
- Board of Director on Unified Purchasing Group Canada (UPGC) supply chain company with turnover of $200mn
- Demonstrated thought leadership through regular contributions to industry conferences, webinars, and publications like QSR summit in US & Restaurants Canada.
- Formulated strategic plans for expansion into new markets while maintaining high levels of service excellence in existing territories.
Director of Operations & Supply Chain
Pizza Hut, Yum! India
02.2016 - 07.2019
- Expertize in running franchise run businesses, PNLs, maintain brand compliance
- Work closely with marketing and finance to improve sales and profitability of the stores
- Identify new sites and work with Business Development on closing deals
- Signoff, Future designs and layouts
- Create watertight processes to drive service and food consistency in the brand
- Create customer loyalty through analysis of the Guest Feedback Program
- Drive food safety compliance by working closely with QA through a team of food safety auditors
- Drive key SCM initiatives ensuring a robust BCP plan & achieve cost Leadership
Head of Operations, Training & Rest. Excellence
Yum! India
02.2013 - 03.2017
- Training: Develop and execute the annual training calendar; conduct training audits and create programs based on market needs; design and manage online training (LMS) and track team certifications.
- Food Safety & Service Audits: Conduct unannounced food safety and service audits across 400 restaurants to elevate guest experience.
- Guest Experience Management: Oversee online platforms to monitor consumer experience; set priorities based on guest feedback and dashboard insights.
- New Product Development: Manage ops testing and launch of new products; streamline restaurant operations and integrate complex products.
- Strategic Projects: Implemented Dine-in Service Strategy, High Performance Kitchen Designs, Loyalty Program, and conducted conventions and CHAMPS Challenge for the Indian Subcontinent.
New Product Development & Training Manager
Pizza Hut & KFC, Yum India
02.2008 - 02.2013
- Institutionalized the transitioning of Pizza Hut from a QSR to a Casual Dine-in Service
- Developed and cascaded Brand Specific Orientation and On boarding programme for Pizza Hut & KFC
- Headed the New Products Development committee and launched over 300 new products
- Designing & implementation of Learning Management System (LMS) Web Based Training modules in line to the international training strategy
Captain
Regiment of Artillery, Indian Army
09.2001 - 09.2007
- Managed a company of 120 persons in terms of training, career progression, leave compensations and benefits, performance appraisals, discipline, grievance handling, counseling and welfare activities in an Artillery unit.
- Designing and implementing strategies of top management, leading independent work teams with varied roles & charter of duties.
- Mentored junior officers to develop leadership skills, fostering a culture of continuous improvement within the organization.
Restaurant General Manager
Domino's Pizza
03.2000 - 08.2001
- Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
- Effectively managed labor costs by monitoring productivity levels among staff members and making strategic scheduling decisions.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Carefully interviewed, selected, trained, and supervised staff.
Assistant Restaurant Manager
Pizza Hut, PepsiCo Restaurants International
01.1998 - 02.2000
- Supervised all areas of restaurant to keep it clean and well-maintained.
- Managed staff schedules, ensuring adequate coverage during peak times and reduced labor costs.
- Monitored daily cash transactions, ensuring accuracy in all financial reporting processes.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
Education
Senior Leadership Program -
Indian School of Business
Hyderabad, India 03.2018
MBA -
Indian Institute of Management
India11.2007
Bachelor of Arts - Honors in English Litertaure
Delhi University
07.1998
Skills
- Strategic Leader & Change Agent
- Data Analytics & Digital Transformation
- Builder of competent high performance teams
- Stakeholder Management
- Public Speaking
- Organizational Development
- Top line & EBITDA Growth
- Transformative leadership
Languages
English
Full Professional
Hindi
Full Professional
Golf, Marathon, Music
Manish's passions are golf, marathons, and music. Golf helps him network with franchisees and industry professionals, while running marathons enhances his leadership by pushing his limits.
Timeline
Chief Customer Officer
Pizza Hut Canada, Yum! Brands Inc.
07.2019 - Current
Director of Operations & Supply Chain
Pizza Hut, Yum! India
02.2016 - 07.2019
Head of Operations, Training & Rest. Excellence
Yum! India
02.2013 - 03.2017
New Product Development & Training Manager
Pizza Hut & KFC, Yum India
02.2008 - 02.2013
Captain
Regiment of Artillery, Indian Army
09.2001 - 09.2007
Restaurant General Manager
Domino's Pizza
03.2000 - 08.2001
Assistant Restaurant Manager
Pizza Hut, PepsiCo Restaurants International
01.1998 - 02.2000
Senior Leadership Program -
Indian School of Business
MBA -
Indian Institute of Management
Bachelor of Arts - Honors in English Litertaure
Delhi University
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