Franchise Operation Manager

Role Overview

We are seeking a highly motivated, commercially driven, and strategic Franchise Operation Manager to lead the growth and operational excellence of Focus Point Vision Care Group's franchise network across Malaysia and Brunei. This role is responsible for supporting franchisees in achieving their business targets while ensuring compliance with the company's brand standards, Franchise Agreement, Operations Manual, SOPs, regulatory requirements, and business objectives.

The successful candidate will oversee the entire franchise lifecycle—from lead generation and franchise sales to store opening, operational support, performance monitoring, and franchise relationship management—to deliver sustainable network growth and franchise profitability.

Key Responsibilities

Franchise Operations & Relationship Management

• Serve as the primary business partner for franchisees after onboarding and provide coaching to help franchisees achieve their business targets.
• Ensure franchisees comply with the Franchise Agreement, Operations Manual, SOPs, and brand standards.
• Conduct regular operational audits, identify operational gaps, and implement corrective actions.
• Build strong, long-term relationships with franchise partners and identify opportunities for multi-unit expansion among existing franchisees.
• Conduct regular franchise meetings and business performance reviews, and recommend strategies to improve revenue, profitability, productivity, and customer experience.
• Foster collaboration between franchisees and Head Office to resolve operational and commercial issues professionally and promptly.

Compliance & Governance

• Ensure compliance with the Franchise Act, company policies, and regulatory requirements.
• Maintain franchise documentation and operational records.
• Monitor adherence to licensing, audit, and quality assurance requirements.

Reporting & Analysis

• Prepare monthly reports on franchise recruitment, store openings, operational performance, and KPIs.
• Track the franchise pipeline, conversion rates, operational compliance, and franchisee performance.

Job Requirements & Qualifications

• Bachelor's Degree in Business Administration, Marketing, Retail Management, Entrepreneurship, or a related discipline.
• Minimum 5–8 years of experience in franchise development, retail operations, business development, or multi-site retail management.
• At least 3 years in a managerial role.
• Experience in franchise operations and retail management is highly preferred.
• Strong understanding of franchise business models, retail operations, site selection, and franchise compliance.
• Excellent negotiation, presentation, coaching, and stakeholder management skills.
• Strong commercial acumen with the ability to analyse business performance and implement growth strategies.
• Self-driven, results-oriented, and capable of managing multiple projects simultaneously.
• Willing to travel extensively throughout Malaysia & Brunei.
• Possess a valid driving licence and own transportation.