Operations Manager

Responsibilities:

1)     Business & Financial Ownership

• Take full accountability for sales, costs, and profitability across all assigned outlets
• Set and track revenue targets for each branch and ensure targets are met or exceeded
• Analyze weekly and monthly performance (sales, food cost, labour cost, wastage) and take corrective action
• Drive cost control initiatives across all units

2)     Leadership Through Managers

• Directly manage and develop Outlet Managers & Supervisors.
• Hold managers accountable for performance, standards, and results
• Conduct regular performance reviews and implement improvement plans where needed
• Build a strong leadership pipeline by mentoring supervisors into future managers

3)     Operational Consistency Across Units

• Ensure all outlets strictly follow SOPs, recipes, and service standards
• Standardize operations so customer experience is consistent across all locations
• Conduct structured audits and spot checks across branches

4)     Multi-Site Coordination

• Plan and coordinate operations across multiple locations simultaneously
• Allocate resources (staff, stock, equipment) between outlets based on demand
• Step in to stabilize underperforming branches

5)     People & Workforce Management

• Oversee staffing levels across all outlets (hiring needs, scheduling structures)
• Reduce staff turnover through proper management and engagement
• Enforce discipline and company policies across all branches

6)     Stock, Supply Chain & Cost Control

• Oversee stock ordering systems across all outlets
• Monitor stock variances and enforce accountability for losses

7)     Customer Experience & Brand Standards

• Ensure a consistent, high-quality customer experience across all branches
• Handle serious or repeated customer complaints escalated from outlets
• Protect and strengthen the brand reputation

8)     Growth & Expansion Support

• Support opening of new outlets (setup, staffing, training)
• Identify opportunities to increase sales at branch level (local marketing, upselling)
• Drive execution of company promotions across all units