Operations Manager, Subway (North Locations)

Our client, Prestige Holdings Limited (PHL) is seeking to fill the position of Operations Manager, Subway for their North Locations.

JOB SUMMARY

The incumbent is responsible for the operations of the restaurants within the market and for allocating and deploying restaurant support resources to ensure operational excellence. He/She ensures that operational focus and execution are maintained and develops, coaches, trains, recognizes and inspires Area Managers and other staff. He/She also provides direction on short-term business goals and translates strategy into execution.

DUTIES AND RESPONSIBILITIES

• Works closely with the Vice President, to define and develop the Brand’s operational strategy, overall business goals and targets in collaboration with functional heads.
• Works closely with each Area Manager on driving mystery shopper and operations excellence, Sales, Store level Profitability, Staffing, including Bench Planning, to devise an agreed Action Plan, specific to each cluster, to drive store level execution.
• Builds the monthly calendar individually with each Area Manager, with the use of relevant data, prior to the commencement of each month, to establish the key areas of priority of the cluster to ensure that they are addressed on a timely basis.
• Builds his/her own calendar in line with each Area Manager’s calendar to ensure follow up of the agreed areas of priority identified for resolution; Submits his/her monthly calendar, supplemented by the Area Managers’ calendars, to the VP for discussion and approval, prior to the beginning of each month to ensure alignment with key priority areas.
• Visits those stores identified for follow up action and coordinates RSC support where necessary; ensures that critical issues, not under the direct control of the RGM, are brought to the attention of the relevant support personnel within one (1) hour and addressed within one day, following the receipt of the complaint; ensures that critical operations deviations, under the direct control of the RGM, are addressed promptly by the Area Manager, within one (1) hour after notification and resolved within (1) one day.
• Follows up on restaurant Audit Reports within two (2) weeks of receipt of same and ensures that all restaurants maintain a minimum of an average rating or above.
• Provides informal and formal feedback to Area Managers during individual monthly Stewardship meetings, quarterly and annual reviews on a timely basis.
• Works with HR Manager and each Area Manager to drive Management Bench and to ensure management levels are at target, including participation in the interview process; Ensures each Area Manager drives for full management staffing for each restaurant; Collaborates with Human Resources to determine the overall direction of training and coaching and to devise a systematic action plan for the market; Works with the Area Managers to identify training priorities for their clusters.
• Works with each Area Manager and the Marketing Manager to ensure flawless marketing execution; supporting new growth concepts; reviewing marketing plans for the market and developing sales targets.
• Works with each Area Manager to create and maintain a safe environment for employees and customers; works with Area Managers to ensure proper product handling procedures.
• Works with the Facilities and Maintenance Managers, Quality Assurance and Security Manager on store specific needs.
• Recognises Area Managers for outstanding efforts in driving customer service via Mystery Shopper scores, staffing, sales building initiatives, coaching of RGMs and achieving profitability.
• Utilizes research data and restaurant data to make informed decisions and action plans.
• Builds operational capability and team alignment through leading and supporting Company initiatives and roll-out cascades.
• Role models customer service behaviours and brand standard requirements.
• Executes basic administrative procedures such as business reporting and analyses, budget management, routine follow-up and responds to Company and team needs and requests in a timely manner.
• Visits at least 1 area per week and, as appropriate, execute the routines below
• Participates in a restaurant routine visit with an Area Manager including but not limited to structured follow-up visits on mystery shopper reports, operations and product quality basics; Support of restaurant Marketing roll-outs; support of restaurant training at all levels; coach restaurant management teams and team members during restaurant visits.
• Conducts Post-restaurant visit coaching with Area Managers
• Conducts and completes restaurant visit follow up summary reports
• Tours new site development; follows up on sites under construction
• Conducts Period Business Review with each Area Manager
• Conducts Bench Planning session
• Participates in restaurant Development related activities
• Ensures that each restaurant is operations ready through pre-visit verification
• Ensures and attends cascade training so that it is executed flawlessly
• Reviews Business Plans with Direct Reports
• Executes the People capability process (setting objectives, mid-year calibration, Individual Development Plans, Performance Appraisals)
• Participates in Market Development Meeting
• Participates in planning discussions for new equipment etc. for new stores and/or remodeling of current stores. Coordinates the opening teams for new store builds with the Human Resources Manager, ensuring that the teams perform to Subway’s standards.

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s Degree in Business Management or related field.
• A minimum of five (5) years management experience.
• Demonstrated track record of providing product and service quality, cost reductions and start-up operations AND
• Extensive experience in the retail industry with a proven track record of accomplishments

We wish to thank all applicants for their interest, however, only those favourably considered will be contacted.