Operation Manager

* Business:
- Ensure execution of operating standards that optimize returns on assets, increases sales and improves profits
- Analyze and report weekly on controllability, sales and profits to ensure accurate and timely financial tracking (sales reports will be provided by the Business Analyst)
- Must be competent in developing and recommending operating plans
- Ensure crisis management system is developed and followed as required maintaining efficient operations
- Ensure good public relations as required enhancing and preserving a good company image.
* Sales:
- Evaluate sales trends and take appropriate action plan to close the sales gaps
Provide input to Area Manager and Store Manager on local programs to maximize the impact of Local Store Marketing
* People:
- With the agreement of the appropriate Human Resources Manager and General Manager, take appropriate employment actions to ensure quality of management and proper staffing levels
- Lead the team to create, develop and update any related procedures/ systems and operational manual
- Coach, counsel and develop Area Manager and Store Manager in the achievement of company standards and their personal development plans
- Ensure proper training phases are successfully completed of all company restaurant personnel in relation to their development
- Utilize a communication process to ensure all staff is aware of expectations and performance standards
- Ensure that all government regulations are upheld by all staff
* Training:
- Liaise with master franchisor to get updates on training programs and related training matters
- Analyzing training needs at all levels & in all staff development programs
- Develop training and other tools required to improve the technical skills of operations team
- Design and roll out training programs for store operations staff, including store-level staff, Store Managers and Area Managers
- Conduct training for new staff and ongoing refresher training as needed
- Conduct general orientation programs for New employees
- Work with HR Manager to provide coaching and counseling to employees when applicable
* Customer:
- Ensure 100% customer satisfaction at all time
- Ensure all Stores’ operate at a high quality level of Quality, Service & Cleanliness standard with emphasis on customer service while adhering to all health and safety company standards and procedures.
- Ensure Area Manager and Store Manager resolves customer complaints in a proper and swift manner.
- Perform other duties as assigned by General Manager.