Operations Manager (Institutional Catering)

The Operations Manager is accountable for the end-to-end management of two cafeteria operations, ensuring operational stability, service consistency, and full compliance with client, regulatory, and corporate standards. This role serves as the central coordination point between client stakeholders, onsite teams, and internal support functions, driving execution across daily operations, manpower planning, audit readiness, client engagement, and commercial performance.

1. Operational Leadership

• Oversee daily cafeteria operations across two sites, ensuring smooth service flow and consistent service standards.
• Ensure all operations are executed in strict alignment with the agreed Scope of Work (SOW) between the client and the Company.
• Ensure adherence to SOPs, contractual scope, and service delivery expectations
• Manage all meal periods and ensure operational readiness for peak demand cycles.

1. Client Management

• Act as the primary point of contact for client stakeholders on all day-to-day operational matters.
• Build and maintain strong client relationships through proactive engagement and communication.
• Manage client feedback, expectations, and service recovery to ensure high satisfaction levels.
• Support periodic reviews and reporting (e.g., operational reviews, QBRs).
• Align operational execution with client requirements, policies, and evolving business needs.

1. Compliance & Audit Coordination

• Collaborate with HR on RBA and HRB compliance, including workforce practices, documentation, and audit readiness.
• Work alongside the HSE Manager on EHSS, food safety, and workplace safety compliance.
• Ensure operational teams adhere to all required standards and audit expectations.
• Maintain and enforce operational records (cleaning schedules, training logs, attendance, and service records) required for audits
• Support audit preparation and ensure timely closure of operational gaps and corrective actions.

1. Manpower & Resource Management

• Plan and deploy manpower across both cafeterias based on operational demand and service requirements.
• Manage scheduling, attendance tracking, and workforce contingencies to ensure uninterrupted operations.
• Support recruitment, onboarding, and retention initiatives in collaboration with HR.
• Ensure staff are trained and compliant with operational SOPs and service standards

1. Operational Risk & Business Continuity Support

• Ensure operational readiness for risk scenarios and safe work practices across sites.
• Coordinate with HR and HSE Manager on incident reporting, workforce matters, and corrective actions.
• Support activation and execution of Business Continuity Plans (BCP) to maintain service continuity during disruptions

1. Performance & Service Quality Management

• Monitor key KPIs including service efficiency, food quality, customer satisfaction, and wastage control.
• Drive continuous improvement initiatives to enhance productivity and operational efficiency.
• Manage customer feedback channels and ensure prompt resolution of issues

1. Sales & Commercial Performance Management

• Drive daily sales performance across both cafeterias, ensuring revenue targets and transaction volumes are achieved
• Monitor sales trends, peak periods, and customer purchasing behaviour to optimise offerings and service flow
• Work with Culinary and Commercial teams to optimise menu mix, pricing strategy, and promotional activities
• Ensure availability, presentation, and merchandising of high-demand items to maximise sales opportunities
• Track and manage wastage, cost of goods, and operational efficiencies to support profitability
• Support implementation of engagement initiatives (e.g., themed menus, promotions) to increase participation and spend per head

1. Stakeholder & Commercial Alignment

• Collaborate with internal teams (Culinary, QA, HR, Procurement) for integrated service delivery
• Support reporting, performance reviews, and client engagements.
• Ensure operations align with cost controls, productivity targets, and contractual commitments

1. Any other ad hoc duties as assigned