Operations Manager (Relocation to Kuwait)

This job requires relocation to Kuwait.

Job Purpose:

Operations Manager is responsible for all operational activities taking place in the country of his/her remit for a leading F&B / QSR organization . This role owns the relationship with the BU Lead, providing cyclical and ad-hoc management reports.

Key Responsibilities:

Strategic (Results)

• Initiates tactics to ensure highest level of delivery service and monitors competition and ensure that proper blunting is done to maintain # 1 spot

• Analyse ROCC, GES, Training Audits, and all other tools to find patterns and take corrective actions as needed

• Partner with all supportive departments to make sure the right service is being given to restaurants in timely manner to cover ROCC, GES or RRP identified patterns

• In charge of the entire new opening stores of the brand as well as renovation approval

• Responsible for the new opening and site selection and the renovation dates.

• Partners with Engineering team on monitoring renovation closure period and minimize closure impact with initiatives like car hop, delivery transfers

Operational (Process)

• Grow LfL Sales

• Review sales trends and patterns within the brand and competitors

• Recommending new segments to grow sales (delivery zones, car hop etc)

• Partner with Marketing on blunting tactics to beat competition

Competency Based

• Conduct Weekly Sales Review with CMs & decide way forward

• Adopt best practices across the region and facilitate the execution.

• Approve the sales budget of the brand

Increase Average Check

• Reward top restaurants in sales, average check per quarter.

• Monitor the execution of pace setter program

• Monitor the performance of call center with regards to delivery average check

Increase Delivery Transactions

• Monitor over-all delivery sales and transaction performance weekly.

• Discuss underperforming stores with relative AMs & CMs

• Discuss redemption results with Delivery Manager & CM LSM + Retail business

• Track results

• Coordinate with Marketing Team on LSM support

• Partner with catering department on exploring new sales sources

Macro Manage P&L: EBITDA Focus

• Lead the execution to achieve the sales and EBITDA

• Rationalizing the P&L and propose tactics to maximize profit (e.g. menu rationalization, penny profit mentality)

• Review & monitor Acute Case action plans

• Approve the Annual Capex budget

• Approve the Annual Labor budget

• Partner with Supply Chain partners to manage waste of near expiring raw materials

Talent & Value (People)

• Living the Vision, Mission, and Values

• Be a role model and cascade the VMV to all his team

• Be an active contributor to reach the company’s strategic long term goals.

Chain Manager’s Motivation

• Recognize CM’s achievements.

• Resolves CM’s issues & concerns

• Resolves escalated issues & concerns from lower levels as needed

• Build and maintain effective teamwork spirit

Performance-Centric Culture

• Set performance objective and KPIs to his/her team

• Review his/her team’s performance periodically and provide coaching and support whenever needed

Training and Development

• Draft IDPs for the team

• Partners with HR for Chain Managers Development

• Maximize the development of the high potential employees for career growth aspirations

• Actively manage the Succession Planning System

Customer Satisfaction (Internal and External)

• Instil Customer Mania Culture initiating systems to make it alive in the restaurants

• Instil Service Values, Guest Recovery and MOT make it happen and alive in the store

• Conducts Guest Walk focusing on CHAMPS / QSC in very restaurant visit and to be in the Chain Manager Field Visit Summary

• Conduct “Colonel Visits” or Table visit during each shift to actively get guest’s feedback

• Monitors GES reports and establish patterns to take appropriate actions for improvement of the whole chain

• Partner with HR business partners to develop programs per quarter to address identified opportunities

Role Specification:

Academic & Trades Qualifications

• Bachelors degree

• Post graduate studies in business is preferable

Experience, Skills and Abilities:

Essential / Desirable Experience

• Minimum 6 years in the field and well-grounded in modern operational and business methods and techniques.

• MBA is preferred

Skills and Abilities

• Language skills: fluent Arabic and English (Oral/Written), a third language is a plus.

• IT Skills: Excellent MS Office.

Personal Competencies

• Communication

• Emotional Intelligence

• Teamwork and collaboration

• Change Management

• Execution and result orientation

• Leadership and Influence

• Business acumen and commercial awareness

• Strategy

• Decision making and problem solving

Relationships (Internal and External Interfaces)

• Leadership Team

• Brand GM

• Marketing

• Finance

• Human Resources

• Shared Services

• Supply Chain

• COE

• Shared Services