Operations Manager

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 Show more Show less

Academic & Trades Qualifications: Bachelors degree; Post graduate studies in business 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.

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: Recognizes 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.