QSR Operations Manager - Zimbabwe

THE OPPORTUNITY

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

This position requires frequent travel.

DUTIES

• Oversee the operations to meet business goals and projections and empower the regional operations team with the leadership and resources they need to complete operations initiatives successfully.
• Partner with functional heads to accomplish short and long-term operational goals.
• Evaluate performance through analysing and interpreting data and metrics.
• Communicate overall business and operational strategies to direct reports to empower them to achieve established targets and objectives.
• Monitor and analyse 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.
• Drive the achievement of regional operational excellence through managing food cost gaps, cost of labour and controllable expenses in line with budgets.
• Facilitate operational excellence by ensuring that staffing levels adhere to the business and store requirements.
• Monitor the effective and efficient implementation of in-store promotions in the region.
• Continuously coach direct reports around policies, procedures and standards to enhance customer service excellence and ensure returned business.
• Monitor and analyse customer complaints to identify critical problem areas within the region.
• Minimise risk by escalating serious matters and other issues to prevent legal action and 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 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.

• Grade 12 essential.
• Relevant tertiary qualification in management or hospitality is advantageous.
• Must be familiar with Zimbabwean laws and landsacpe.
• Minimum 5 years’ senior management experience in the quick-service restaurant (QSR)/fast food industry.
• A minimum of 3 years managing multiple store operations teams?
• Solid understanding of financial and employment relations principles.
• Valid driver’s licence.

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