Operations Manager (Fast Food Industry)

Overview

Contextualising and implementing strategic operational systems according to the vision and mission of the Franchisee in market. Maintaining Operational Standards as determined by the Franchisor. The position reports to the Leadership Team and relevant GM / Executive Manager, and has 4 direct reports.

Minimum Requirements

BCom Degree or 5 years' experience at an Area Coach / Area Manager level
Proven performance and success in Area Coach / Area Manager roles
Previous experience in the Quick Service Restaurant industry advantageous

Responsibilities

Customers:

Ensure ROCC action plans are completed to ensure targets are met
Ensure CHAMPS 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

Staff / People Management

Identify and develop suitable Area Coach level candidates for succession planning, and review quarterly
Review individual Area Coach bench plan periodically, consolidate regional information and present to the Leadership Team
Ensure Balance score card gaps are identified by Area Coaches, actioned correctly, implemented, evaluated and reviewed
Periodically evaluate IR incidents, identify gaps, obtain input from HR if necessary, consolidate information and report to the Leadership Team
Chair IR meetings where requested by Area Coaches
Communicate changes in company policies, procedures and Employment Legislation to Area Coaches and ensure compliance.
Ensure recruitment practices are aligned with company policies and procedures and company Employment equity targets
Conduct annual 360 degree evaluation for Area Coaches
Compile an individual development plan for each Area Coach, discuss and contract with Area Coach and ensure implementation
Coach and develop Area Coaches and other subordinates where required to meet specific standards
Recognise capability issues at store level, advise the Area Coach and follow up. Ensure the successful implementation of people capability at store level and monitor performance standards
Identify capability issues of all Area Coaches, action and follow up. Assess the performance of the Area Coach against established targets, determine gaps in Area Coach's performance and implement development plan for the Area Coach to improve performance and ensure achievement of KPI's.

Sales

Authorise local store market 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 the Leadership Team and Marketing Manager
Achieve KPI's aligned to 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 Coaches 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 the Leadership Team quarterly
Ensure achievement of profits
Analyse P&L statements

General

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 the Leadership Team
Oversee HR, Finance and Marketing functions
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 the Franchisor 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 Balance score card 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 AC, oversee successful implementation of action plan by coaching and supporting relevant role players, re-assess and review performance and follow up.

Communication

Competencies / Skills:

Negotiates contracts with external vendors
Interacts with suppliers
Manages communication of operations for business

Problem Solving And Analysis

Acute sense of problem-solving as issues arise daily and resolution requires quick problem-solving skills
Problem-solving analysis and execution for the whole department/function

Decision Making

Held accountable to decision-making on the operations of the business through consultation of General Manager when necessary

Innovation / Technology

Enhance existing processes to ensure effective operations and modify where required
Technologically savvy: ability to use computer systems and intergrate to enhance operations
Proficient in MS Office, and able to work well on various technology platforms

Desired Skills