Operations Manager

Position Overview

To serve as the primary representative of the company, responsible for ensuring client satisfaction by delivering excellent end-to-end services to the client. Maintaining strong relationships through regular communication and coordination between the clients’ representatives regarding services to be rendered.

Educational Background

• Bachelor’s degree in Business Administration, Hospitality Management, Hotel and Restaurant Management, Management, or a related field.
• Relevant certifications or training in food safety, restaurant operations, or management are an advantage.

Work Experience

• At least 5–7 years of experience in food service, restaurant, hospitality, or retail operations.
• At least 2–3 years in a supervisory or managerial position.
• Experience managing multiple branches, stores, or operational teams is highly preferred.
• Experience in restaurant opening, branch expansion, or business improvement is an advantage.

***Key Responsibilities

1. Client Communication & Engagement***

· Consistently communicate with clients to determine and provide effective staffing solutions.

· Provide updates on recruitment, compensation, benefits, and employee-related initiatives.

· Ensure client issues are resolved efficiently and report to Service Delivery Manager.

· Maintain two-way communication between client and team to ensure representation and set expectations.

· Develop and sustain excellent client relationships by ensuring SLA (Service Level Agreement) compliance.

2. Personnel Management

· Recommend actions regarding plantilla completion, workforce engagement, retention, and succession management.

· Collaborate with Human Resource Officers (HROs) in recruitment to ensure required competencies are clear and properly evaluated.

· Monitor manpower requisitions and recruitment progress, ensuring proper reporting to clients.

· Track and monitor Team Leader (TL) movements and ensure 100% deployment.

· Supervise Restaurant Service Supervisors (RSS) & Team Leaders in assigned clusters, observing and monitoring employee performance.

· Assist in implementing Performance Management Systems for RSS, HRO & TLs.

· Relieve RSSs in case of absences, suspension, resignation, or termination until replacements are available.

3. Service Delivery Management

· Maintain good client relationships and enhance cooperative services to achieve client satisfaction.

· Assess client feedback for service improvement.

· Provide consistent, cost-effective, end-to-end service.

· Ensure service delivery metrics and support processes are updated.

· Conduct regular store visits to audit and monitor RSS & TLs performance.

· Consolidate area reports and collaborate with Business Unit Head and Service Delivery Manager for filing and review.

4. Employee Relations

· Ensure compliance with Employee Code of Ethics.

· Keep records of employee movements within jurisdiction.

· Ensure Team Leaders comply with organizational guidelines.

· Monitor disciplinary actions and assist HR in enforcement when necessary.

· Cascade HR policies, procedures, and guidelines.

· Support Team Leaders in enforcing discipline and handling deviations.

· Implement performance management system across all Team Leaders, including appraisals, development, and improvement plans.

5. Administrative

· Maintain standard forms and ensure memos and updates are cascade.

· Monitor attrition and retention rates and prepare analytics reports.

· Oversee administrative reports including weekly performance reports.

6. Standards

· Institute internal safeguards to ensure client expectations are met.

· Develop and enhance work processes to prevent recurring problems.

· Ensure yearly targets and objectives set by cooperative are achieved.

· Enforce Code of Ethics across the organization.