Purpose of the Role:
Responsible for driving sales, profitability, operational excellence, and team development across assigned stores. Partners with Restaurant Managers (RMs/RGMs) to deliver strong business plans, exceptional customer experience, and full compliance with company standards.
Key Responsibilities:
- Develop and review annual and monthly restaurant operating and business plans with RMs.
- Drive sales and financial performance through effective execution of marketing programs, P&L analysis, cost control, and operational audits.
- Monitor competitors, support new product launches, and ensure timely communication to restaurant teams.
- Ensure restaurant excellence by maintaining service, quality, cleanliness, safety, and security standards while resolving major operational and customer issues.
- Track KPIs, customer feedback, and GES/ROCC results, leading corrective and improvement initiatives.
- Coach and develop restaurant management teams, identify high-potential talent, and ensure effective training, performance appraisals, and bench planning.
- Ensure compliance with audits, cash handling, labor regulations, maintenance schedules, and required systems and tools.
- Promote teamwork, employee engagement, and a strong customer-focused culture across all restaurants.
Education, Qualifications & Experience
- Bachelor's Degree (Tourism & Hotel Management or Business Administration preferred)
- Minimum 5–6 years overall experience in retail and/or consumer-oriented service operations, preferably in multi-outlet food or QSR environments
- Minimum 2–3 years in an operations management role with responsibility for sales, profit, people management, and compliance
- At least 2 years of QSR experience, preferably with an international brand
Skills & Competencies
- Strong leadership, coaching, and people development skills
- Excellent communication and stakeholder management capability
- Strong customer-centric mindset with focus on service excellence
- Analytical, data-driven decision-making using operational and financial metrics
- Solid understanding of QSR operations, compliance, and performance standards
- Proficient in operational systems (One Klick, Aloha, Crunch Time, Pace Setter) and MS Office
- High adaptability and resilience in fast-paced environments
