Operations Manager

Confidential Careers; Kuwait City; On-site; KWD 18,000 - 30,000; Full time

Job summary

Confidential Careers in Kuwait City seeks an Operations Manager to oversee all field operations for a leading F&B / QSR brand. You will own the relationship with the BU Lead, generate regular management reports and drive strategic initiatives across brand performance.

Ideal candidates have 6+ years in operations leadership, MBA preferred, and strong budgeting/P&L skills. The role requires Arabic and English fluency and a track record of delivering growth and operational excellence.

Qualifications

• Minimum 6 years in operations leadership within F&B/QSR.
• MBA preferred.
• Arabic and English fluency required (oral/written).
• Experience with brand growth, new openings, and site renovations.
• Strong budgeting and P&L management experience.

Responsibilities

• Drive top-line growth and deliver best-in-class guest experience across the country.
• Own ROCC, GES and reporting to BU Lead with regular reviews.
• Lead new store openings, renovations, and site selection processes.
• Coordinate with Marketing, Ops and Supply Chain to optimize delivery and drive EBITDA.

Skills

Arabic-English

Leadership

Strategic planning

P&L management

Budgeting

Education

MBA

Postgraduate business studies

Job description

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
• Coordinate with Marketing Team on LSM support
• Partner with catering department on exploring new sales sources
• 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)
• 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

• 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

• 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.
• Emotional Intelligence
• Teamwork and collaboration
• Execution and result orientation
• Leadership and Influence
• Business acumen and commercial awareness
• Decision making and problem solving

Relationships (Internal and External Interfaces)