Operations Manager

Overview

Our Client in the Fast-Food / QSR industry is seeking an Operations Manager to join their team. The successful incumbent will be responsible for contextualising and implementing strategic operational systems according to the vision and mission of the Franchisee in the market and maintaining operational standards in the market. The position reports to the Country Manager, and will have Area Managers as direct reports.

Minimum Requirements

• Grade 12 / Matric

• BCom Degree or 5 years’ experience at an Area Coach level and proven performance

• Previous experience in the Quick Service Restaurant industry is essential

• Strong communication skills, being proficient in English

Job Responsibilities

Business

• Create and oversee implementation of the operational business plan of the company collaboration with all relevant stakeholders

• Support company culture by driving and demonstrating the company’s values, vision and mission

• Meet requirements as determined and prescribed by senior management

• Support implementation of HR, Finance and Marketing plans required to support operations.

• Visit stores regularly and check if all company policies and procedures are adhered to at store level

• Address the operational development matters of new stores, re-modelling and/or revamping of existing stores

• Meet and liaise with company representatives where required

• Build business relationships with franchisor and other relevant bodies i.e municipal councils, unions, landlords etc.

• Create and oversee implementation of the budget within the margins of the KPI’s or Balanced Scorecard in collaboration with all relevant stakeholders

• Continuous analysis of restaurant performance against business plan G&Rs/Balance scorecard and budget, identify restaurant performance gaps, develop a feasible action plan in coordination with Area Coach, oversee successful implementation of action plan by coaching and supporting relevant role players, re-assess and review performance and follow up.

People

• Identify and develop suitable Area Coach level candidates for succession planning. Review quarterly

• Review individual Area Coach bench plan periodically, consolidate regional information and present to senior management

• Responsible for training metrics and to ensure plans are driven by training department.

• Ensure Balanced Scorecard gaps are identified by Area Coach and Acting Manager / Manager, actioned correctly according to SMART, implemented, evaluated and reviewed

• Periodically evaluate IR incidents, identify gaps, obtain input from HR if necessary, consolidate information and report to senior management

• Chair IR meetings where requested.

• Communicate changes in company policies, procedures and Employment Legislation and ensure compliance.

• Ensure recruitment practices are aligned with company policies and procedures and company Employment equity targets

• Conduct annual 360 evaluation for team

• Compile an individual development plan for each direct report, discuss, contract and ensure implementation

• Coach and develop Area Coach and other subordinates where required to meet specific standards

• Recognise capability issues at store level, advise team and follow up. Ensure the successful implementation of people capability at store level and monitor performance standards

• Identify capability issues of all sub-ordinates, action and follow up. Assess the performance of team against established targets, determine gaps in performance and implement development plan for the team to improve performance and ensure achievement of KPI’s.

Customers

• Ensure Restaurant Operations Compliance Check action plans are completed to ensure targets are met

• Ensure restaurant operational check reviews are done to ensure targets are met

• Analyse and review registered customer complaints according to trends, take appropriate actions according to company policies and procedures or guidelines

• Drive compliance for all company established operational routines that deliver on customer experience

• Ensure Maintenance of store equipment and store structures through management of a maintenance team

Sales

• Authorise local sales and marketing plan and promotions

• Ensure effective execution of the above through thorough analysis of results and trends

• Co-ordinate budgets for different stores to ensure targets are met.

• Analyse and ensure operational readiness at store level

• Review competitor analysis reports and trading patterns quarterly and report results to senior management and marketing manager

• Achieve KPI’s aligned to relevant and Franchisee measures

• Ensure store readiness for effective implementation of national promotional initiatives

• Drive sales through effective use of various omni-channels

• Oversee maximising of sales and profit through operational excellence and ensure effective implementation of marketing promotions. Identify and recommend sales growth opportunities, coordinate price changes, alert Area Coach to competitive activities within area and make recommendations.

Profits

• Authorise Balance Score Card action plan and ensure correct implementation

• Prepare and present business review to senior management quarterly

• Ensure achievement of profits

• Analyse P&L statements