Operations Manager - QSR Mauritius

Operations Manager

We have an opportunity for an Operations Manager to join our team based in Mauritius. The purpose of the role is to drive the operational standards in designated areas and to take accountability to achieve/exceed operational business KPIs.

Operations Management:

• Oversee the operations to meet business goals and projections.
• Empower the regional operations team with the leadership and resources they need to complete operations initiatives successfully; lead employees to encourage maximum performance and dedication.
• Positively represent the company at all times through a success-oriented and professional demeanor.
• Partner with department heads to accomplish short and long-term operational goals.
• Measure and report on operational performance and develop plans to improve relevant success measurements.
• Evaluate performance through analyzing and interpreting data and metrics.

People Management:

• Provide effective functional leadership to direct reports to ensure operational excellence.
• Communicate overall business and operational strategies to direct reports to empower them to achieve established targets and objectives.
• Monitor and analyze the staff movement and turnover trends in regions to ensure sufficient manpower and team stability.
• Build people capability through the implementation of a culture of learning, succession management practices, execution of bench planning and internal promotion processes within the region.

Increase Profitability:

• Drive the achievement of regional operational excellence through managing food cost gaps, cost of labor and controllable expenses in line with budgets.
• Analyse information obtained from the food cost gap report to facilitate corrective measures.
• Conduct and or monitor the brand standard audits on all stores in the designated region to monitor profitability.
• Drive ownership of profit plans by aligning management teams, communicating goals and coaching on improvements.
• Facilitate operational excellence by ensuring that staffing levels adhere to the business and store requirements.
• Maximize profit by ensuring effective implementation of marketing promotions and identifying and recommending sales growth opportunities.
• Guide the regional management team to implement initiatives to improve profitability.
• Alert marketing/operations to competitive activities within the area and recommend actions.
• Monitor the effective and efficient implementation of in-store promotions in the region.

Customer Satisfaction:

• Continuously coach direct reports around policies, procedures and standards to enhance customer service excellence and ensure returned business.
• Monitor and analyze customer complaints in order to identify critical problem areas within the region.
• Design systems to enable the feedback of trends to the marketing department.

Risk Management and Compliance Assurance:

• Minimize risk by escalating serious matters and other issues to prevent legal action.
• Minimize risk by ensuring that serious customer complaints are handled correctly.
• Consistently maintain internal security is kept at a maximum level according to company policy and procedures.
• Oversee the consistent implementation of company policies and procedures by direct reports to ensure compliance.
• Ensure that the regions adhere to programmes initiated by departments e.g. HR, finance, etc. to ensure compliance.
• Ensure that company standards are met and that all procedures are followed at all times.
• Health and Safety – Ensure adherence to health and safety standards and evaluate the restaurants' cleanliness and sanitation.
• Ensure that banking procedures are strictly adhered to in the regions.

Requirements:

• Fluent French and English essential.
• Willing to travel and or relocate to Angola.
• Knowledge of Angolan laws advantageous.
• Relevant tertiary qualification in management or hospitality is advantageous.
• Minimum 5 years' senior management experience in the quick-service restaurant (QSR)/fast food industry.
• A minimum of 3 years managing levels above store operations teams.
• Solid understanding of financial and employment relations principles.
• Valid driver's license.

Competencies:

• Leadership and people management
• Analytical thinking
• Strategy and execution
• Customer-centricity
• Decision-making and judgement
• Conflict management
• Interpersonal skills
• Integrity
• Resilience and stress tolerance
• Business acumen
• Emotional intelligence