Brand Operations Manager

1. Job Title: Brand Operations Manager

1. Department: Fast Foods Operations

1. Reports to: Managing Director

1. Role Profile

Reporting to the Managing Director, the Brand General Manager will be responsible for managing the overall performance of the brand across the country to drive revenue growth, operating expenses, profitability, staffing levels and brand standards. To enhance the image of the group through the improvement and upholding of set operational standards and procedures that pertain to all facets of customer service and satisfaction.

To ensure adherence to company systems, processes and procedures.

1. Key Duties and Responsibilities

• Achieve set revenue and customer counts targets hourly, daily, monthly and annually.
• Monitors group activities to ensure budgets and profitability margins are achieved through daily statistical analysis and reporting.
• Monitors on the set operations standards and procedures to ensure standards are met to both brand and customer satisfaction.
• Ensure that all products are prepared in the right quality, quantity and at desired times and addressing any customer complaints timeously and professionally.
• Manage and coordinate the effectiveness and efficiency of supporting departments and suppliers.
• Develop, outline and implement plans and strategies to increase the profitability of the company.
• Promoting and ensuring sound manpower and industrial relations practices to boost staff morale and productivity.
• To check that periodic servicing is done on all mechanical equipment at agreed intervals.
• To ensure that the décor, general appearance and housekeeping of all shops inclusive of fixtures and signage are always maintained in an immaculate state.
• Carries out research on customer perception, buying patterns and formulate strategies to boost revenue despite any possible obstacles.
• To identify training needs and ensure that where complaints are a result of poor customer service, remedial training is effected in liaison with the Training/Human Resource department.

1. Job Skills and Competences

• Be self-driven, have an eye for detail, exceptional organisational skills and able to deliver within demanding deadlines.
• Must have excellent understanding of Corporate Governance and Compliance issues.
• Excellent stakeholder management, communication and presentation skills.
• Strong leadership & problem-solving skills, critical thinking and business acumen.
• Comprehensive understanding of customer service, principles and practices in QSR business.

1. Qualifications and Experience

• A Bachelors’ Degree or Advanced Diploma in Business/Operations Management, Tourism and Hospitality or any other related field.
• A minimum of five years’ experience in QSR or Hospitality Operations Management is a prerequisite.
• A proven track record of stewardship, collaboration and building successful teams.
• Proven ability to multitask and delegate in a fast-paced environment.