Chief Operations Officer

Expertise in international and domestic franchise development and business consulting

Leader skilled in identifying and building teams that improve productivity, profitability, and customer satisfaction. Known for creating an environment of accountability and commitment, with an appropriate sense of urgency and an unwavering focus on key success drivers.

Strategic planner with the proven ability to clarify vision, resolve ambiguity, and drive process improvement efforts across business units to achieve aggressive financial, operational, and customer satisfaction metrics.

qOpened 1,000+ stores in 30+ countries—vetting, training, and coaching franchisees with Quiznos, Denny’s, Church’s, Domino’s, and Little Caesars and developing global footprints for Domino’s and Little Caesars.

qImplemented stringent vetting processes with Quiznos and Cottage Inn, achieving a 19% reduction in store closure rate with Quiznos and 50% with Cottage Inn.

Professional Experience

The Calverton Group Grand Rapids, MI 2015–Present

A consulting company focused on operations, franchising, real estate, and new market development for food service.

Global Consultant

Deliver consultative services in operations, systems development, analysis, implementation and evaluation to align resources, processes, and systems for achievement of organizational goals. Leverage expertise in global franchising to analyze business processes and value streams, analyze new market development, improve business processes, and drive continuous improvement efforts that maximize operational efficiency.

qConverting a fast food, sushi food service company from a licensing model to a franchising model, which shifts the responsibility for performance metrics from corporate to franchisees.

qRevitalized an international market for a US fast food burger chain; assessed challenges and recommended training at all levels of the organization and retool product sourcing.

Quiznos, Denver, CO 2012–2015

Second-largest sandwich chain in North America, with 1,500 restaurants in the US and 43 countries.

Vice President, Development & Expansion (2014–Present)

Drove global strategies focused on attracting and cultivating best-fit franchisees. Implemented short- and long-term programs and processes that built brand equity, market share, and profitability; ensured operations were aligned with company goals and legal agreements. Reported to President of International, Chief Development Officer, and Chief Legal Officer. Directly supervised 26; P&L responsibility of $98M.

qChanged operating platform to a more stringent vetting process that focused on multi-unit franchisees who possessed an optimal blend of business expertise and financial resources.

qRecruited 3 highly successful Multi-Unit Operators.

qReplaced 50% of leadership team and initiated key promotions to improve company’s leadership structure.

Regional Vice President, Operations, Northeast Region (2012–2014)

Guided operations for 500-store region, focusing on profitability and compliance. Spearheaded all operational activities in 20-state region with 500+ franchise stores. Reported to COO; directly supervised 2 operations directors, 22 franchise business consultants, and 2 field marketing managers; P&L responsibility of $98M.

qReversed declining sales trend by piloting a test market with concentrated resources focused on training for staff, management, and franchisees; program was subsequently implemented enterprise-wide.

qAchieved 8% reduction in loss for 9 consecutive periods.

qTaught groups of 80+ Business Franchise Consultants on an on-going basis, providing them with tools, knowledge, and support necessary for success.

Rumbani W. Mchawe

248-***-**** admual@r.postjobfree.com

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Denny’s Spartanburg, SC 2010–2012

Casual restaurant chain with 1,600+ restaurants in the US and 13 countries.

Franchise Business Leader, Midwest Region

Delivered coaching, mentoring, and support for 8 franchisees operating 60+ restaurants. Interpreted financial and operational data to help franchisees achieve operational goals. Conducted business reviews with franchisees to identify gaps in performance and devise solutions; helped develop and execute local store marketing plans. Monitored compliance with brand standards, franchise agreements, health codes, and other regulatory requirements.

qFacilitated formation of marketing co-ops among franchisees.

qAchieved profitability for all 60 stores within just 18 months of employment.

Church’s Chicken Atlanta, GA 2005–2010

Fourth-largest chicken chain in North America, with 1,300 restaurants in the US and 23 countries.

Senior Regional Franchise Director, East/Midwest Region

Drove operational results for 200+ stores, focusing on profitability and adherence to brand standards and procedures. Collaborated with franchisees in executing business plans.

qSaved 45-store franchisee from exiting the system and retained $1M in annual revenue for franchisor by customizing procedures and processes, retraining staff, and customizing evaluation tools.

qDecreased customer complaints 84% in a 150-store franchise by analyzing data to determine root causes and retraining all restaurant staff on proper procedures and customer service.

qReduced decision turnaround time 60% and significantly increased staff morale by partnering with a 150-store franchisee to decentralize decision-making processes.

Cottage Inn Pizza Carryout & Delivery, Inc. Ann Arbor, MI 2002–2004

Regional franchise pizza delivery company with 60+ restaurants in Michigan and Ohio.

Senior Director of Training and Franchise Development

Managed franchisee selection, approval, and training processes; also managed training consultants. Assisted VP Operations with development strategies, franchise relations, restaurant operations, and sales.

qReduced restaurant failure rates 50% in just 1 year by developing franchisee selection criteria, building a training program from the ground up, and improving field support.

qIntroduced and co-chaired company’s Franchise Advisory Marketing Council—providing franchisees with much-needed transparency on advertising fund expenditures and input into marketing decisions.

qTrained more than 50% of all new franchisees.

Early Career Experience:

Little Caesar’s Enterprises — Director of International Operations and Training

Increased company’s international presence 63% by opening 20 international markets; implemented operational and training systems for each country with adaptations for culture, regulations, and business practices of host country.

Domino’s Pizza — Senior Project Director, International Division

Developed franchisees in the UK, Mexico, Asia, and the Pacific Rim, achieving 16% annual sales growth.

Education

Michigan State University, East Lansing, MI

Master of Science (M.S.), Agricultural Engineering

Bachelor of Science (B.S.), Agricultural Mechanization

Rumbani W. Mchawe

248-***-**** admual@r.postjobfree.com

linkedin.com/in/rumbani

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