Operations Manager

Position Responsibilities

Leadership & Change Management

• Provides direction and strategy to all District Managers to drive growth in the respective area.
• Set goals, monitors work, and evaluates results to ensure that objectives and operating requirements are met, and customer requirements are met or exceeded.
• Effectively provides leadership, communication, direction and talent development to the team and encourages the development of all staff to drive overall company success.
• Systematically cultivates and maintains long-term, collaborative relationships with key stakeholders and works closely with other Departments to achieve mutual goals.
• Keeps abreast of current issues affecting Branches and develops strategies to address these issues.

Outlet Operations

• Leadership and direction to the Department by assisting the VP of Operations with the development of long range and annual plan, including forecasting and budgeting preparation.
• Direct and oversee operations activities and personnel by guiding employees in achieving the goals and objectives of the Company. Monitor performance of retail operation, implement improvement plan when necessary.
• Review existing and establish new policies and procedures to streamline activities and standards to meet operational needs and requirements.
• Provide necessary training to staff to enhance skills and performance.
• Collaborate with other departments to enhance business systems or processes, such as customer service, logistics/supply chain, and academy.
• Plan, propose, adopt and implement physical presence strategies.
• Carry out periodic analysis/study on outlets that cover cost effectiveness, COGS, wastages, labour cost, utilities, sales/product mix, service time, productivity, etc.
• Ensure to review processes periodically and take measures for fraud prevention, tightening security and safety.

Human Capital Planning

• Provide scope for advancement and development of employees through training programmes and development.
• Evaluating employee performance and providing feedback, coaching, counselling, motivating & discipline. Setting objectives and identifying employee training needs.
• Recognizing employee achievements and encouraging excellence in the work environment.

Customer Service

• Resolving customer issues as needed.
• Conduct periodic customer satisfaction surveys to further improve service delivery.
• Review customer needs & explore innovative means to meet/exceed their expectations in services.

Lean Management

• Ensure all outlets practice this by optimizing resources to reduce redundancy, improve productivity and achieve cost effectiveness (labour cost, wastages & utilities).
• Set goals, develop, and drive strategic and operational plans based on trend analysis and local market knowledge to ensure effective execution.

Qualification & Experiences

• Possess at least a Degree in Business Administration; Hospitality Management; Catering Management or any other relevant fields.
• At least 10 years working experience in F&B including a minimum of 5 years in a managerial position managing 50 – 80 outlets.
• Possess good leadership and people management skills.
• Excellent interpersonal, communication, planning and negotiation skills.
• Proactive and customer oriented.
• Excellent computer skills and proficiency in Excel, Word, PowerPoint.
• High level understanding and in-depth knowledge of F&B industry.
• Leadership through influence and effective conflict resolution.
• High tolerance for ambiguity.
• Analytical and meticulous.
• Excellent problem-solving skills.

A Necessity, not a Luxury

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