Operations Manager for NCR

Zuspresso Philippines Inc.; Metro Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

ZUS Coffee Philippines invites a senior leader to guide Outlet Managers, set strategic direction, and drive growth across the network. You will lead talent development, set objectives, and ensure staff excellence through training and coaching.

The role oversees retail operations, budgeting, policy updates, and cross‑department collaboration to optimize costs, service quality, and customer satisfaction while maintaining risk controls.

Qualifications

• Degree in Business Administration, Hospitality Management, Catering Management or related field.
• Resident of NCR.
• At least 10 years in F&B with 5+ years in a managerial role managing multiple outlets.

Responsibilities

• Provide direction and strategy to Outlet Managers to drive growth.
• Forecast and budget planning and long-range planning for the department.
• Oversee operations and personnel to meet company goals and standards.
• Monitor performance and implement improvement plans as needed.
• Train staff to enhance skills and performance and ensure policy compliance.

Skills

Leadership

People management

Interpersonal skills

Planning and negotiation

Customer orientation

Excel

PowerPoint

Word

Travel readiness

Education

Degree in Business Administration; Hospitality Management; Catering Management

Tools

Excel

PowerPoint

Word

Job description

Leadership & Change Management

• Provides direction and strategy to all Outlet 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 with current issues affecting Branches and develops strategies to address these issues.

Outlet Operations

• Leadership and direction to the Department by assisting the Head of Retail Operations with the development of long-range and annual plans, 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 plans 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 covers cost effectiveness, COGS, Wastages, Labor Cost, Utilities, Sales/Product Mix, Service Time, Productivity, etc
• Ensure to review processes periodically & take measures for fraud prevention, tighten security and safety

Human Capital Planning

• Provide scope for advancement and development of employees through training programs and development
• Evaluating employee performance and providing feedback, coaching, counseling, 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 need
• Conduct periodic customer satisfaction surveys to further improve service delive
• 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 to achieve cost effectiveness (Labor Cost, Wastages & Utilities

Secondary roles

• Set goals, develop, and drive strategic and operational plans based on trend analysis and local market knowledge to ensure effective execution
• Manage the team with integrity, honesty, and knowledge that promotes the culture, values, and mission of ZUS Coffee
• Oversee operating costs by defined geography to optimize the contributions
• Optimize geography contributions through the right people, place, and the following process
• Drive the engagement, development, and performance of all team members
• Demonstrate a calm demeanor during tough periods or unusual events and manage smooth transitions thereafter to keep the stores operating to standard and to set positive examples for the store teams
• Set clear expectations, delegate, and communicate key responsibilities and practices to team members to ensure smooth flow of operations
• Constantly review store environment to identify problems, concerns, and opportunities for improvement
• Monitor and manage store staffing levels
• Utilize management information tools and analyze financial reports to identify and address trends and issues in-store performance
• Develop risk management framework, service recovery framework, policy, process and establish financial budgets and plans
• Develop and maintain business continuity strategies, policies, and guidelines
• Facilitate the innovation process within the organization and foster business relationships and organizational diversity
• Manage compliance with food and beverage hygiene policies and procedures
• Recognize and reinforce individual and team accomplishments by using existing organizational tools and programs as well as by finding new, creative, and effective methods of recognition
• Utilize and demonstrate effective management principles and practices to create and maintain a successful store team resulting in an environment where employee is valued and respected

Qualifications

• Possess at least a Degree in Business Administration; Hospitality Management; Catering Management or any other relevant fields
• Must be residing in NCR

Required Skills

• At least 10 years of F&B experience, including 5 years in a managerial capacity managing 10 or more 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.
• Willingness to travel to different outlets.

Preferred Skills

• Collaboration and teamwork: A willingness to work closely with other departments, leaders, and stakeholders to ensure alignment with the organization's goals and objectives.
• Emotional intelligence: The ability to understand and manage one’s own emotions, as well as the emotions of others, in order to build positive relationships and effectively communicate and lead.
• Adaptability: Flexibility and adaptability in responding