Operations Excellence & Training Manager

Ador's Bakeshop; Marikina; On-site; PHP 900,000 - 1,400,000; Full time

Benefits offered by this job

HMO coverage

Government-mandated benefits

Career growth opportunities

Job summary

Ador's Bakeshop is seeking an Operations Excellence & Training Manager to lead Customer Experience, Operations & Internal Audit, Process Improvement and Training across bakery and restaurant branches. The role requires hands-on leadership, strong analytics, and the ability to drive CAPA, SOPs, and training programs.

Regular field visits to branches are expected. The ideal candidate has 5–10 years in multi-site operations, QA/audit, and program development, with excellent communication and

Qualifications

• Bachelor's degree in Industrial Engineering, Management Engineering, Operations Management or related field.
• 5–10 years of relevant experience in operations excellence, process improvement, or multi-site operations.
• Experience with training program development and implementation.

Responsibilities

• Lead Customer Experience standards across bakery and restaurant branches.
• Develop and implement branch operations audit program with standards and checklists.
• Identify process improvements to increase productivity, quality, and cost effectiveness.
• Develop and deliver training programs for Sales, Bakers, Cooks, Supervisors, and Branch Managers.
• Lead and coordinate cross-functional teams to achieve KPIs and continuous improvement.

Skills

Analytical thinker

Process improvement

Hands-on leadership

Customer experience

Training & development

Team leadership

Data analysis

Education

Bachelor's degree in Industrial/Management Engineering or Operations Management

Tools

Microsoft Excel/Google Sheets

Job description

About the role

We are looking for an Operations Excellence & Training Manager who will lead our efforts in Customer Experience, Operations & Internal Audit, Process Improvement, and Training across our bakery and restaurant branches.

This role is responsible for identifying operational gaps, improving processes and systems, ensuring compliance with company standards and internal controls, and developing the capabilities of our branch teams.

The ideal candidate is highly analytical, process-oriented, hands‑on, and comfortable working across multiple branches. You will work closely with Operations, Store/Branch Management, HR, Finance, and other support functions to ensure that improvements are implemented, sustained, and measurable.

Key Responsibilities

1. Customer Experience

• Develop, implement, and continuously improve customer experience standards across all bakery and restaurant branches.
• Establish service standards covering customer interaction, order accuracy, product presentation, cleanliness, speed of service, and service recovery.
• Monitor customer feedback, complaints, reviews, and other customer experience metrics.
• Analyze recurring customer concerns and identify root causes and corrective actions.
• Conduct or oversee customer experience assessments, including branch observations and mystery shopper programs when applicable.
• Partner with Operations and Training teams to address customer experience gaps.
• Develop initiatives to improve customer satisfaction, loyalty, and overall store experience.
• Monitor branch performance against customer experience standards and recommend improvements.

2. Operations & Internal Audit

• Lead the development and implementation of a branch operations audit program.
• Establish audit standards, checklists, scoring systems, and reporting procedures.
• Conduct regular field audits covering:
  • Compliance with SOPs
  • Cash handling and controls
  • Inventory management
  • Receiving and stock handling
  • Product quality and presentation
  • Food safety and sanitation
  • Store cleanliness and maintenance
  • Opening and closing procedures
  • Sales and operational controls
  • Personnel and documentation compliance
• Identify operational risks, control weaknesses, process gaps, and potential sources of losses.
• Analyze audit findings and determine root causes rather than simply identifying non‑compliance.
• Develop and monitor Corrective and Preventive Action Plans (CAPA) with branch and department heads.
• Conduct follow‑up audits to ensure that corrective actions are properly implemented and sustained.
• Prepare regular management reports highlighting audit results, recurring findings, risks, and improvement opportunities.
• Ensure that audit activities are objective, consistent, properly documented, and aligned with company policies.

3. Process Improvement & Automation

• Identify opportunities to improve branch productivity, efficiency, quality, and cost effectiveness.
• Map and analyze existing processes and identify unnecessary steps, duplication, bottlenecks, and control gaps.
• Lead process improvement projects from problem identification through implementation and measurement.
• Work with the Process Improvement & Automation Associate to develop practical solutions and automate repetitive/manual processes.
• Develop and improve SOPs, workflows, forms, checklists, and operational tools.
• Use data and operational findings to prioritize improvement initiatives.
• Measure the impact of process improvements through defined KPIs and performance indicators.
• Promote a culture of continuous improvement and operational excellence across the organization.

4. Training & Development

• Lead the development and implementation of training programs for:
  • Sales and service staff
  • Bakers
  • Cooks / kitchen staff
  • Supervisors
  • Branch Managers
• Establish training standards, competency requirements, and assessment methods for key branch positions.
• Ensure that training programs are aligned with company SOPs, customer experience standards, product standards, and internal controls.
• Develop training materials, modules, assessments, job aids, and certification programs.
• Work with the Training Specialist to identify training needs based on:
  • Audit findings
  • Customer complaints
  • Operational performance
  • New product/process launches
  • Employee performance gaps
• Establish onboarding and refresher training programs.
• Develop train-the-trainer programs for Supervisors and Managers.
• Evaluate training effectiveness and measure whether training results in actual improvement in branch performance.
• Continuously update training content based on changes in processes, products, systems, and business requirements.

Team Leadership

The Operations Excellence & Training Manager will currently oversee and coordinate the following functions:

Process Improvement & Automation

• Process Improvement & Automation Associate

Customer Experience

Customer Experience Specialist

Operations & Internal Audit

• Field Auditor

Training

• Training Specialist

Responsibilities include setting priorities, establishing KPIs, reviewing work outputs, coaching team members, and ensuring that the four functions work together toward common operational objectives.

Key Performance Indicators (KPIs)

Performance will be measured through a combination of operational, customer, audit, process, and training metrics, including:

Customer Experience

• Customer satisfaction score
• Customer complaint rate and resolution time
• Customer experience audit scores
• Service standards compliance
• Reduction in recurring customer complaints

Operations & Internal Audit

• Branch audit scores
• SOP compliance rate
• Reduction in repeat audit findings
• Corrective action closure rate
• Internal control compliance
• Reduction in operational losses and process-related errors

Process Improvement

• Number and impact of improvement projects completed
• Process time reduction
• Productivity improvements
• Cost savings or cost avoidance
• Successful automation initiatives
• Reduction in manual work and process errors

Training

• Training completion rate
• Training assessment scores
• New-hire certification/completion
• Training effectiveness
• Improvement in branch performance following training
• Compliance with required training programs

Qualifications

• Bachelor's degree in Industrial Engineering, Management Engineering, Operations Management, or a related field.
• 5–10 years of relevant experience in operations excellence, process improvement, internal audit, training, quality assurance, customer experience, or multi-site operations.
• Experience in a bakery, restaurant, food service, QSR, retail, hospitality, or other multi-branch environment is highly preferred.
• Experience managing or coordinating teams is required.
• Strong understanding of process improvement, operational controls, audit methodologies, and SOP development.
• Experience in developing and implementing training programs is highly preferred.
• Strong analytical and problem‑solving skills.
• Proficient in Microsoft Excel/Google Sheets and comfortable working with operational data and reports.
• Experience with process mapping, workflow improvement, automation, or digital tools is an advantage.
• Excellent written and verbal communication skills.
• Strong presentation and facilitation skills.
• Highly organized and able to manage multiple projects and priorities.
• Willing to conduct regular field visits to different branches.
• Willing to work in a fast‑paced, multi-branch food service environment.

Preferred Competencies

• Operational Excellence
• Process Improvement
• Internal Controls & Audit
• Customer Experience Management
• Training & Facilitation
• Root Cause Analysis
• Data Analysis
• Project Management
• SOP Development
• Change Management
• Team Leadership
• Continuous Improvement Mindset

Ideal Candidate

We are looking for someone who does more than identify problems.

The ideal candidate can observe the operation, identify the root cause, improve the process, establish the right controls, train the people, and measure whether the improvement actually worked.

You should be comfortable moving between the branch floor, audit reports, process maps, training rooms, and management meetings.

What We Offer

• Competitive salary
• HMO coverage
• Government-mandated benefits
• Opportunity to work with a growing bakery and restaurant chain
• Career growth and development: Opportunity to build and lead the company's Operations Excellence and Training function

If you are passionate about improving operations, developing people, and creating better customer experiences, we would like to hear from you.