Operations Manager

Responsibilities:

Sales Performance

• Drive L4L sales, ATV, add-on and merchandise performance across stores
• Set and review sales targets with AOM’s, AM’s
• Analyse sales trends, declines and growth of drivers, including internal controllable and external non controllable factors, develop and implement processes to rectify revenue and business performance.
• Ensure delivery performance meets standards (down time of devices, waiting times)
• Ensure stores are business-ready with efficient staffing rosters, presentation, product availability,
• Support execution of marketing promotions and sales initiatives at store level.

Customer Service and Operational Standards

• Own overall customer service performance, including complaint trends, SVR and QAR results
• Ensure service standards, speed of service and customer experience expectations are consistently met
• Identify systemic service issues (SOP’s) and drive corrective action through AOM’s, AM’s, Trainers where necessary.

Leadership and People Management

• Lead and coach AOM’s, AM’s to develop high-performing MUM’s and PIC’s.
• Ensure effective store leadership capability, engagement and accountability
• Review head count to sales staffing models to ensure alignment with sales and service levels
• Drive a performance culture through regular reviews, feedback and recognition

Commercial and Financial Management

• Own COGs, labour cost and EBITDA performance.
• Ensure stock take discipline, variance analysis, and food cost/waste controls are executed consistently
• Drive labour efficiency and productivity to set KPI’s (%, base hours, head count)
• Review store P&L performance and ensure PIC’s understand performance drivers.
• Ensure strong discipline to cash handling, banking, sales reporting and exception reports.

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Required Capabilities:

Experience

• Previous experience within a similar role of preferably +5 years.
• Experience within the hospitality industry and multi-site management of at least 50 stores is essential.
• Must have experience in QSR (Quick Service Restaurant) or fast food operations.
• Previous leadership and management experience.

Qualifications Desired (Current and to be maintained by employee)

• Relevant tertiary qualifications in a business-related discipline (Desired)
• Leadership & Management Certificate/Diploma (preferred but not essential)

Knowledge

• Strong working knowledge of business improvement processes, including turnaround strategies.
• Strong working knowledge and appreciation of budget and all aspects of financial management.
• High level of literacy, numeracy and computer literacy including Microsoft Office Suite.

Skills

• Fluent in English (both written and spoken)
• Advanced leadership and management skills.
• Demonstrated ability to build strong and effective working relationships from store teams through to Exec Level.
• Excellent organization skills, time management and a high level of attention to detail.
• Provide consistent, friendly and efficient service to all internal and external customers.

Attitude

• A focus on delivering a superior customer experience to all internal and external customers
• A genuine and honest, “can do” approach to all interactions
• Takes responsibility for all actions and accountability for the results achieved
• Contributes to a fun, positive and satisfying work environment at all times.
• Committed to continuous improvement, actively promoting innovation and best practice, with feedback.