Operations Training Specialist

Job Summary

We are looking for a Training Specialist to develop and deliver practical training programs for our bakery and restaurant teams.

The role will focus on customer service, communication, teamwork, leadership, delegation, and coaching for employees at different levels—from Sales Associates and Bakers to Team Leaders, Supervisors, and Branch Managers.

The Training Specialist will conduct classroom, on-the-job, and branch-based training and will regularly visit our branches to coach employees and monitor training effectiveness.

Key Responsibilities

1. Customer Service Training

• Train Sales Associates and frontline employees on customer service and service standards.
• Train employees on greeting customers, communication, product knowledge, order accuracy, and service recovery.
• Teach employees how to handle customer concerns and difficult situations.
• Promote a customer-focused mindset and professional behavior.

2. Communication & Teamwork Training

• Train employees on effective workplace communication and active listening.
• Improve coordination between Sales, Bakery, Kitchen, and Operations teams.
• Train employees on proper endorsement, handover, and giving/receiving instructions.
• Develop teamwork, accountability, and collaboration.
• Help teams communicate effectively during busy periods.

3. Team Leader & Supervisor Training

Develop training programs on:

• Leadership and leading by example
• Giving clear instructions
• Delegation and task assignment
• Shift planning and team coordination
• Coaching employees
• Giving constructive feedback
• Managing employee concerns and conflicts
• Team motivation and accountability
• Conducting team huddles and shift briefings
• Performance follow-up

4. Branch Manager Leadership Training

Train Branch Managers in:

Leadership

• Building high-performing teams
• Decision-making
• Accountability and ownership
• Leading by example
• Managing branch culture

Delegation

• Effective task delegation
• Setting clear expectations
• Assigning responsibility
• Following up without micromanaging
• Holding employees accountable

Coaching

• Identifying performance gaps
• Conducting coaching conversations
• Giving constructive feedback
• Developing employees
• Coaching Team Leaders and Supervisors
• Monitoring improvement

People Management

• Employee motivation
• Conflict resolution
• Performance management
• Difficult conversations
• Building trust and accountability
• Developing future leaders

5. Training Needs & Program Development

• Identify training needs based on branch performance, customer feedback, audits, and management observations.
• Develop practical training modules, presentations, activities, assessments, and job aids.
• Create onboarding and refresher training programs.
• Develop role-specific training for Sales, Bakers, Cooks, Team Leaders, Supervisors, and Branch Managers.
• Update training materials based on changes in SOPs, products, and business requirements.
• Work with the Operations Excellence & Training Manager to prioritize training needs.

6. Training Delivery & Coaching

• Conduct classroom, workshop, and on-the-job training.
• Facilitate discussions, role plays, demonstrations, and practical exercises.
• Conduct coaching sessions during actual branch operations.
• Adjust training methods based on employee experience and learning needs.
• Provide practical feedback and coaching to employees and managers.
• Conduct regular visits to different branches.

7. Training Evaluation

• Conduct quizzes, assessments, and practical evaluations.
• Monitor training completion and employee competency.
• Follow up with Branch Managers and Supervisors after training.
• Measure whether employees are applying the skills learned.
• Recommend refresher training or coaching when needed.
• Monitor improvements in customer service, teamwork, communication, and leadership.

Key Performance Indicators

• Training completion and attendance
• Number of employees trained
• Training assessment scores
• New-hire training completion
• Improvement in customer service performance
• Reduction in recurring service issues
• Improvement in Team Leader/Supervisor performance
• Improvement in Manager coaching and delegation
• Participant feedback and training effectiveness

Qualifications

• Bachelor's degree in Industrial Engineering, Human Resources, Psychology, Education, Business Administration, Hospitality Management, Operations Management, Communications, or a related field.
• 2–4 years of experience in training, learning and development, customer service, hospitality, restaurant, retail, or multi-branch operations.
• Experience training both frontline employees and supervisors/managers is highly preferred.
• Restaurant, bakery, QSR, retail, hospitality, or food service experience is an advantage.
• Strong presentation and facilitation skills.
• Excellent communication and interpersonal skills.
• Strong coaching and mentoring abilities.
• Confident speaking in front of groups.
• Proficient in PowerPoint, Excel, Google Workspace, or similar tools.
• Organized and able to manage multiple training schedules.
• Willing to travel to different branches.
• Comfortable conducting training in an active restaurant/bakery environment.

What We Offer

• HMO coverage
• Government-mandated benefits
• Career development: Opportunity to develop employees and future branch leaders and opportunity to contribute directly to customer experience and operational improvement

If you enjoy developing people, improving customer service, and turning training into real workplace performance, we would like to hear from you.