Operations Manager

Job Description

Job purpose:Ops manager to organize and oversee the operations of the brand/company. He/she is responsible of ensuring our stores will meet and exceed their targeted KPIs, as well as of the business development plan. Effective ops managers are leaders who are skilled in managing diverse operations from a distance. However, they also find the right balance between floor presence and desk time. Essential parts of their strength are financial literacy, strategic mindset & project management.His/her goal is to build the right operating model that allows the company to reach its vision as it grows.Duties and responsibilitiesA- Standardization: must put in place structured operational standards & reporting system which enable his team to achieve their KPIs1- Quality (FOH & BOH) 2- OER ? Operations Excellence Review

• FSA ? Food Safety Audit
• HSA ? Health Safety Audit
• BSA ? Brand Safety Audit
• MSR ? Mystery Shopper Reporting

3- Service

• Instore
• Call center
• Delivery
• Compensation policy

4-Floor operations

• Opening/closing
• Shifts handovers
• Manpower plan
• Logistics & warehousing
• Stocktaking & replenishment
• Ticketing (maintenance & procurement)
• Order flow optimization (equipment machines layout, bar mapping, inventory mapping, customer journey dine-in vs. take away vs. pick up vs. delivery flow?)
• SKUs optimization
• Complaints systems ? collecting, recording, resolving, preventing from occurring again?

5- Enablers & tools creation

• Systems (POS, restaurant management systems, HR systems, inventory management?)
• Reporting (KPIs dashboards, initiatives performance, sales analysis, product analysis?)
• Manuals & checklists (menu manuals, factsheets, temperature CL, cleaning CL, handover CL?)
• Trackers (assessment & appraisals, maintenance history, procurement history, petty cash?)
• Project management (seasonal tasks lists, LTOs tasks list, new branch opening tasks list?)
• Archives & documentation (branches details, stopped items, learnings, org hierarchy, contact details?)

B- Profitability:

• must ensure branch level & business overall profitability through planning, budgeting, forecasting and through data-oriented and well-informed decision making
• Building branch level & business overall budgeting & targets
• Analyzing monthly income statement on time and setting findings & action plan
• Building sales dashboard (daily, wow, MoM, YoY, vs. budget, vs. targets) and setting findings & continuous action plan
• Analyzing KPIs dashboard and prioritizing projects for the teams to work on ? FCR reduction, waste management, discounts/voids/returns management, complaints, 86?)

C- Consumer:

• must ensure customer retention & meet his/her expectations by following trends while aligning with the brand?s chore
• Conducting research & surveys to better understand audience demography, needs & gaps
• Set clear brand strategy & guidelines (brand pillars, key msgs, TOV, dos & don?ts?)
• Create a consumer calendar:

1. Product launches (LTOs, new category, menu uplift/re-engineering)
2. Bundles/offers calendar (Establishment Day, mothers/Father?s Day, national day, black Friday, long weekends, midterm breaks?)
3. Seasons calendar (Ramadan, Eids, summer, winter?)

D- Expansion:

• set an expansion strategy that aligns with the business? goal & vision then translate it into a 3- year plan
• Put in place the expansion strategy (flagships in each city? Satellite kitchens? Franchise? Prime locations?)
• Create a 3-year plan that covers scouting for locations, designs & layouts, contracting, machines and equipment ordering, manpower selection and training, marketing plan, pre & post-opening management.
• Executing 3-year plan through team building, feasibility studies before renting location, finetuning process from learnings?

E- Team:

• gradually build his/her team as business needs grow by prioritizing business turnover & profitability. And ensure the team?s satisfaction and healthy eNPS
• .Set up (& revisit) team structure & business hierarchy to ensure proper departments function
• Interviews, selects & recruits as per business needs and not wants
• Builds proper team management structure which enables the team to work efficiently (JDs, KPIs, objectives, assessment & appraisal system, eNPS & voice surveys

Keyskills :