Operations Manager

Responsibilities:

Store Operations Management:

• Supervise daily operations across all QSR outlets.
• Ensure adherence to speed-of-service standards during peak and off-peak hours.
• Conduct routine store walk-throughs to check food production, service flow, and cleanliness.
• Ensure proper shift scheduling, staff deployment, and labour optimisation.

Food Quality, Safety & Hygiene:

• Ensure all products meet company recipes, quality standards, and presentation guidelines.
• Enforce strict food safety, HACCP, and hygiene compliance across all outlets.
• Conduct periodic kitchen and front-of-house inspections.
• Drive zero-tolerance compliance on expired products, poor sanitation, and unsafe practices.

Customer Experience:

• Maintain fast, friendly, accurate service at all times.
• Resolve escalated customer complaints and feedback promptly.
• Monitor online reviews and dine-in feedback to improve service delivery.
• Implement service standards training with store teams.

People Management:

• Supervise outlet managers, team leads, and floor staff.
• Ensure staff discipline, punctuality, grooming, and professionalism.
• Build a positive, customer-driven work culture.

Inventory & Cost Control:

• Monitor daily, weekly, and monthly stock usage, variances, and wastage.
• Ensure accurate stock counts and reporting at store level.
• Work with procurement to ensure timely supply of ingredients and packaging.
• Control food cost, operating expenses, and prevent losses.

Facility & Equipment:

• Ensure equipment is functioning effectively at all times.
• Oversee routine maintenance, servicing, and prompt repairs.
• Ensure FOH and BOH areas are clean, safe, and operational.

Reporting & Compliance:

• Track key QSR metrics (speed of service, sales, customer counts, wastage).
• Provide daily, weekly, and monthly operational reports.
• Ensure compliance with SOPs, safety protocols, and regulatory standards.
• Audit store documentation and ensure proper record-keeping.

Requirements:

• Minimum of a B.Sc. qualification
• Minimum of 5 years of experience. 
• Outstanding communication and negotiation skills
• Excellent organizational and leadership ability
• Analytical mindset and problem-solving skills