Job Purpose:
Operations Manager is responsible for all operational activities taking place in the country of his/her remit for a leading F&B / QSR organization. This role owns the relationship with the BU Lead, providing cyclical and ad-hoc management reports.
Key Responsibilities:
Strategic (Results)
• Initiates tactics to ensure highest level of delivery service and monitors competition and ensure that proper blunting is done to maintain # 1 spot
• Analyse ROCC, GES, Training Audits, and all other tools to find patterns and take corrective actions as needed
• Partner with all supportive departments to make sure the right service is being given to restaurants in timely manner to cover ROCC, GES or RRP identified patterns
• In charge of the entire new opening stores of the brand as well as renovation approval
• Responsible for the new opening and site selection and the renovation dates.
• Partners with Engineering team on monitoring renovation closure period and minimize closure impact with initiatives like car hop, delivery transfers
Operational (Process)
• Grow LfL Sales
• Review sales trends and patterns within the brand and competitors
• Recommending new segments to grow sales (delivery zones, car hop etc)
• Partner with Marketing on blunting tactics to beat competition
Competency Based
• Conduct Weekly Sales Review with CMs & decide way forward
• Adopt best practices across the region and facilitate the execution.
• Approve the sales budget of the brand
Increase Average Check
• Reward top restaurants in sales, average check per quarter.
• Monitor the execution of pace setter program
• Monitor the performance of call center with regards to delivery average check
Increase Delivery Transactions
• Monitor over-all delivery sales and transaction performance weekly.
• Discuss underperforming stores with relative AMs & CMs
• Discuss redemption results with Delivery Manager & CM LSM + Retail business
• Track results
• Coordinate with Marketing Team on LSM support
• Partner with catering department on exploring new sales sources
Macro Manage P&L: EBITDA Focus
• Lead the execution to achieve the sales and EBITDA
• Rationalizing the P&L and propose tactics to maximize profit (e.g. menu rationalization, penny profit mentality)
• Review & monitor Acute Case action plans
• Approve the Annual Capex budget
• Approve the Annual Labor budget
• Partner with Supply Chain partners to manage waste of near expiring raw materials
Talent & Value (People)
• Living the Vision, Mission, and Values
• Be a role model and cascade the VMV to all his team
• Be an active contributor to reach the company’s strategic long term goals.
Chain Manager’s Motivation
• Recognize CM’s achievements.
• Resolves CM’s issues & concerns
• Resolves escalated issues & concerns from lower levels as needed
• Build and maintain effective teamwork spirit
Performance-Centric Culture
• Set performance objective and KPIs to his/her team
• Review his/her team’s performance periodically and provide coaching and support whenever needed
Training and Development
• Draft IDPs for the team
• Partners with HR for Chain Managers Development
• Maximize the development of the high potential employees for career growth aspirations
• Actively manage the Succession Planning System
Customer Satisfaction (Internal and External)
• Instil Customer Mania Culture initiating systems to make it alive in the restaurants
• Instil Service Values, Guest Recovery and MOT make it happen and alive in the store
• Conducts Guest Walk focusing on CHAMPS / QSC in very restaurant visit and to be in the Chain Manager Field Visit Summary
• Conduct “Colonel Visits” or Table visit during each shift to actively get guest’s feedback
• Monitors GES reports and establish patterns to take appropriate actions for improvement of the whole chain
• Partner with HR business partners to develop programs per quarter to address identified opportunities
Role Specification:
Academic & Trades Qualifications
• Bachelors degree
• Post graduate studies in business is preferable
Experience, Skills and Abilities:
Essential / Desirable Experience
• Minimum 6 years in the field and well-grounded in modern operational and business methods and techniques.
• MBA is preferred
Skills and Abilities
• Language skills: fluent Arabic and English (Oral/Written), a third language is a plus.
• IT Skills: Excellent MS Office.
Personal Competencies
• Communication
• Emotional Intelligence
• Teamwork and collaboration
• Change Management
• Execution and result orientation
• Leadership and Influence
• Business acumen and commercial awareness
• Strategy
• Decision making and problem solving
Relationships (Internal and External Interfaces)
• Leadership Team
• Brand GM
• Marketing
• Finance
• Human Resources
• Shared Services
• Supply Chain
• COE
• Shared Services
