Operations Manager (To be based in UAE)
Location
Delhi | India
Job description
Purpose of the role:
A disruptive fast casual burger chain Wimpy's, in the Americana Restaurants Portfolio, is seeking a seasoned Operations Manager/Sr. Manager. This role is the custodian of the customer experience at any restaurant (across all channels) in the chain. In addition, he/she will be proportional owner (with marketing) of the financial performance of the chain.
Key responsibility areas:
Customer experience: Ensure an experience for every customer, that is the signature of our brand. Every experience should cement our customer's love for our smashed burger and differentiate us through the genuine warmth/smile/care that our staff exudes. This will require:
- Lead by example: live and breathe the brand experience, by being in the store & hands-on coach on all Ops topics.
- Team selection: interview, selection and onboarding for diversity, capability and culture fit.
- Training: intense, structured & focused regimen, broken down as daily (in store), weekly (teach & coach) and monthly
- Team engagement: tracking team engagement, and structured list of 12-month initiatives to keep morale high
- Processes & Standards: custodian of all brand's food & ops standards and documents + inputs for improvement
Growth : Be the momentum driver for the growth of the brand, and a gatekeeper for key decisions in culinary and real estate
- Culinary: partner to the culinary team to develop exciting products that can be operationalized at scale.
- Real Estate: partner to the real estate team to validate sites that are accretive to the brand and the business.
Financial performance : Cost control is the life blood of a restaurant. As a leader, you would have to ensure daily visibility and control on costs, with repository of skill and experience to draw on solutions, in case targets are missed.
- Gross margins: tight control over the gross margins, including driving actions on upselling, inventory control, recipe articulation and extremely disciplined restaurant management of raw materials.
- Labour: continuous optimization, balancing no. of staff per store vs. the target customer experience. Additional focus on the costs involved in hiring, onboarding and exit + optimization of labour on roll to cater to new store openings.
- Miscellaneous: agility and diligence to understand all other PL cost lines, and their interdependencies with various departments and synergy initiatives across the company + manage them decisively and firmly every month.
- Theft and losses: use the processes and tools in the store to prevent bad behavior, plug gaps and remove bad actors.
- Profit Margin: single biggest financial objective, to be zeroed in and exceeded every month.
Long term strategy: Instrumental in setting the overall 1 year/3year strategy of the brand, balancing learnings from operations and customer behavior and translating them to focus areas for 12 – 36 months.
Qualification & Experience:
Education:
· Bachelor's Degree
Experience & Skills:
- 10-12 years' experience in Restaurants Operations, in brand(s) that is renowned for great customer experience.
- Very good command of English language. Arabic is a strong advantage, but not a necessity.
- Very good verbal and written communication skill. The ability to speak and think with clarity.
- Problem-solving skills – the ability to see solutions and to focus on resolution, without any distraction.
- Analytical thinking – the mental model to seek data and drive data driven decisions. No space of feelings or anecdotes.
- Lead Through Influence – practitioner of situational leadership techniques and exerting influence without authority.
- Coaching and Mentoring – fundamental heart for developing and growing individuals to achieve their peak potential.
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