Operations Manager (Durban)

Pedros Chicken; Durban; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Pedros Chicken is seeking an Operations Manager in Durban to drive sustainable profitability and operational excellence across its stores. You will implement the Operations Management System, uphold brand compliance and lead people development while ensuring food safety and service benchmarks are met.

The role emphasizes coaching Store Managers, maintaining high standards, and delivering strong performance across KPIs such as turnover, profit, and customer satisfaction.

Qualifications

• Qualification in Operations, Marketing, Business Development, or Business Administration.
• Franchise and/or Corporate Store experience.
• GAAP / Micros system experience.
• Minimum 2 years’ experience as a multi store operator or similar role.
• Proven experience managing multi-site operations in a high-volume environment.

Responsibilities

• Operate and support all stores across allocated locations.
• Drive turnover growth, customer count, gross profit and profitability against benchmarks.
• Control costs including food cost, labour and expenses.
• Monitor and improve service efficiency and performance metrics.
• Ensure SOPs, policies and standards are consistently followed.

Skills

Operational leadership

Financial acumen

SOP compliance

People management

Attention to detail

Communication skills

Problem solving

Analytical capability

MS Office (Advanced)

Education

Operations/Marketing/Business Development/Business Administration degree

Tools

GAAP

Micros system

MS Office

Job description

ROLE PURPOSE

The Operations Manager is responsible for implementing and maintaining the Operations Management System across all allocated stores. The role focuses on driving sustainable profitability, operational excellence, brand compliance, and people development, while ensuring all Standard Operating Procedures (SOPs), food safety standards, and service benchmarks are consistently achieved.

KEY RESPONSIBILITIES

1. Operational Performance & Profitability

• Manage and support all operational issues across allocated stores.
• Drive turnover growth, customer count growth, gross profit, and profitability performance in line with benchmarks.
• Ensure effective cost control, including food cost, labour, and operational expenses.
• Monitor and improve service efficiency including all performance-based metrics.

1. SOP, Quality & Compliance

• Ensure Food Quality always remains the primary focus.
• Ensure strict adherence to all SOPs, policies, and operational standards.
• Maintain brand audit, food safety audit, and mystery shopper scores above required minimum benchmarks.
• Ensure food safety compliance, hygiene standards, equipment servicing, and corrective actions are consistently implemented.
• Monitor and action audit outcomes, compliance risks, and operational gaps.

1. People Management & Leadership

• Plan, organise, lead, and control store management and teams to meet or exceed performance targets.
• Coach, mentor, and develop Store Managers and teams to improve performance and capability.
• Drive engagement, reduce voluntary staff and management turnover, and build high-performing teams.
• Ensure training, onboarding, and performance management processes are executed effectively.

1. Customer Experience & Brand Standards

• Ensure high levels of customer satisfaction across all channels.
• Monitor customer complaints, ensure timely resolution, and implement corrective actions.
• Drive positive digital ratings, QR survey participation, and Net Promoter Score performance as well as all Customer experience metrics.
• Uphold and reinforce Pedros’ leadership principles, values, High performance and customer obsession culture.

1. Reporting, Administration & Communication

• Prepare, analyse and review weekly and monthly operational reports.
• Ensure accurate reporting on KPIs, audits, financial performance, and action plans.
• Maintain effective communication with stores, management, and support teams.
• Support execution of marketing plans, promotions, and operational initiatives.

KEY PERFORMANCE INDICATORS (KPIs)

The Operations Manager will be measured against, but not limited to:

• Like-on-like turnover and customer growth
• EBITDA and gross profit % targets
• Brand audit, food safety audit, and mystery shopper scores
• Service speed (SOS, drive-thru, delivery metrics)
• Customer complaints ratio and digital ratings
• Staff and management turnover rates
• Delivery aggregator uptime and performance

QUALIFICATIONS & EXPERIENCE

• Qualification in Operations, Marketing, Business Development, or Business Administration
• Franchise and/or Corporate Store experience
• GAAP / Micros system experience
• Minimum 2 years’ experience as a multi store operator or similar role
• Proven experience managing multi-site operations in a high-volume environment

TECHNICAL & BEHAVIOURAL COMPETENCIES

Technical Skills

• Strong operational and financial acumen
• Ability to manage quality control and SOP compliance
• Proven ability to achieve sales, GP%, and profitability targets
• Advanced MS Office skills
• Strong reporting and analytical capability

Behavioural Skills

• Excellent communication and interpersonal skills
• Strong leadership and people management ability
• High Emotional understanding (EQ)
• Ability to work under pressure and manage multiple priorities
• High attention to detail
• Ability to work autonomously and collaboratively
• Strong problem-solving and decision-making skills

ADDITIONAL REQUIREMENTS

• Valid driver’s licence
• Own vehicle (preferred)
• Willingness to travel regularly within the region
• Availability to support operational requirements outside standard hours when required