QSR Operations Manager - Botswana

JOB TITLE

OPERATIONS MANAGER

NAME OF INCUMBENT

LOCATION

Head Office

DEPARTMENT

REPORTS TO

Director

JOB CODE

OM Hungry Lion

MAIN PURPOSE OF JOB

Responsible for the operations of Queens PTY Ltd stores within the country with the primary responsibility and accountability to achieve Employee, Customer, Profits and Sales targets and operational efficiencies and excellence within Standard Operating Procedures (SOP) and set policies and procedures, input into store developments. Oversees the Call Centre and Delivery Services in order to optimize the productivity, profitability and excellent customer service as per Hungry Lion standards.

KEY RESPONSIBILITIES

Ensure that all reporting and control procedures in the areas of operational compliance, core values, people, management control, production, hygiene, safety, maintenance and general administration are in place and are completed in accordance with Company's policy and procedures.

Maximise sales and profit through operational excellence, effective implementation of marketing promotions and identifying and recommending sales growth opportunities, coordinate price changes, alert Market Manager/Principal Operator/Franchisee to competitive activities within area and recommend action.

Ensure internal security is kept at a maximum level according to company policy and procedures.

Maintain and develop restaurants within the Area of jurisdiction to the highest standards of Hungry Lion main pillers Standards. Recommend and implement action plans to ensure continued progress in all elements of Hungry Lion operation excellence.

Evaluate performance of store management in area against established targets, implement plan to improve performance and ensure achievement of monthly objectives for stores.

Oversee prompt and appropriate resolution of all complaints (health inspectors, customers and employees, etc.) within the area. Inform Market Manager/Operations Manager/Directors of serious matters and other issues that may result in legal action.

Oversee management training and designated certification, including people values and team development and Training.

Ensure internal security is kept at a maximum level according to company policy and procedures.

Ensure that management and staff are aware of company policies and procedures and implement company programmes initiated by various departments.

Drives sales through the implementation of sales growth programs.

that staffing levels are determined as per business levels and requirements.

Ensure that staffing levels are determined as per business levels and requirements

CALL CENTRE RELATED KEY RESPONSIBILITIES

Maintain and manage Call Centre SOPs.

Formulate and implement Brand Succession Plan. Overseeing the management of the Call Centre and driving sales, enhancing customer awareness.

Manage and oversee customer issues related to the Call centre and App.

Oversee and guide Call centre manager and Area Managers to ensure relevant KPIs achieved.

DELIVERY HUB

Oversee all delivery logistics and the overall management of the delivery hub.

Ensure store deliveries are streamlined and correct processes in place to ensure relevant Food & health safety implemented.

Ensure customer satisfaction through store deliveries are managed and driven.

PEOPLE

Developing people through execution of the Area and country Succession Planning and internal promotion processes within each one of the stores.

Effectively communicates Store, strategy, goals and objectives to Store teams.

Work effectively with functional support partners to drive business results. Personal development Conduct individual developmental discussions as well as performance appraisals with store management team.

Drive Great Customer Service by ensuring store teams achieve the highest standards and deliver excellent execution.

Demonstrate "TEAMWORK" by holding regular area meetings, effectively resolving concerns and ensuring resources are shared.

Coach and support management teams to improve performance and provide training for them to do their jobs well.

Recognition - Ensure that recognition programmes are in place and alive

Recruitment, selection and placement Evaluate and asses recruiting readiness and implement plan

Employee relations Ensure that compliance to legislation is adhered to.

Induction Responsible for the initiation of management staff under Performance management Set clear objectives for Area Managers and manage performance.

Training Ensure that a Store and area training plan is in place.

Health and Safety Coach management's team to meet standards and evaluate store cleanliness and sanitation.

CUSTOMERS

Drive Great Customer Service by role modelling and ensuring store teams achieve the highest of standards.

Ensure that all stores implement Customer Service initiatives and reports are generated to track progress and any business improvements.

Guide management team to implement initiatives to enhance and deliver GREAT CUSTOMER SERVICE.

Demonstrate operational excellence by handling customer concerns on the spot and by helping management teams and Staff resolve customer concerns.

PROFITS

Demonstrate operational excellence by ensuring COS, COL and semi-variable standards are executed in the stores.

Set clear guidelines for AMs to involve their teams in setting and reaching restaurant goals.

Uses KPIs, P & L and appropriate reports to analyse business and establish and execute tactics for improvement.

Drives ownership of profit plan by aligning management teams, communicating goals and coaching on improvements

Coach AMs to understand and use store management reports and devise action plans in areas of concern.

SALES

Ensuring that the overall business consistently achieves budgeted sales.

Overall daily reviews of underperforming stores.

Formulating sales and LSM strategies to excel in all stores and over all budgets.

Hold Area Managers accountable for sale targets in their areas of operation.