Operations Manager

JOB RESPONSIBILITIES: Leadership & Change Management: Provides direction and strategy to all Outlet Managers to drive growth in the respective area. Set goals, monitors work, and evaluates results to ensure that objectives and operating requirements are met, and customer requirements are met or exceeded. Effectively provides leadership, communication, direction and talent development to the team and encourages the development of all staff to drive overall company success. Systematically cultivates and maintains long-term, collaborative relationships with key stakeholders and works closely with other Departments to achieve mutual goals. Keeps abreast with current issues affecting Branches and develops strategies to address these issues. Outlet Operations: Leadership and direction to the Department by assisting the Head of Retail Operations with the development of long-range and annual plans, including forecasting and budgeting preparation. Direct and oversee operations activities and personnel by guiding employees in achieving the goals and objectives of the Company. Monitor performance of retail operation, implement improvement plans when necessary. Review existing and establish new policies and procedures to streamline activities and standards to meet operational needs and requirements. Provide necessary training to staff to enhance skills and performance. Collaborate with other departments to enhance business systems or processes, such as customer service, logistics/supply chain, and academy. Plan, propose, adopt and implement physical presence strategies. Carry out periodic analysis/study on outlets that covers cost effectiveness, COGS, Wastages, Labor Cost, Utilities, Sales/Product Mix, Service Time, Productivity, etc. Ensure to review processes periodically & take measures for fraud prevention, tighten security and safety. Human Capital Planning: Provide scope for advancement and development of employees through training programs and development. Evaluating employee performance and providing feedback, coaching, counseling, motivating & discipline. Setting objectives and identifying employee training needs. Recognizing employee achievements and encouraging excellence in the work environment Customer Service: Resolving customer issues as needed. Conduct periodic customer satisfaction surveys to further improve service delivery. Review customer needs & explore innovative means to meet/exceed their expectations in services. Lean Management: Ensure all outlets practice this by optimizing resources to reduce redundancy, improve productivity and to achieve cost effectiveness (Labor Cost, Wastages & Utilities). Part 2 – Secondary roles Set goals, develop, and drive strategic and operational plans based on trend analysis and local market knowledge to ensure effective execution. Manage the team with integrity, honesty, and knowledge that promotes the culture, values, and mission of ZUS Coffee. Oversee operating costs by defined geography to optimize the contributions. Optimize geography contributions through the right people, place, and the following processes. Drive the engagement, development, and performance of all team members. Demonstrate a calm demeanor during tough periods or unusual events and manage smooth transitions thereafter to keep the stores operating to standard and to set positive examples for the store teams. Set clear expectations, delegate, and communicate key responsibilities and practices to team members to ensure smooth flow of operations. Constantly review store environment to identify problems, concerns, and opportunities for improvement. Monitor and manage store staffing levels. Utilize management information tools and analyze financial reports to identify and address trends and issues in-store performance. Develop risk management framework, service recovery framework, policy, process and establish financial budgets and plans. Develop and maintain business continuity strategies, policies, and guidelines. Facilitate the innovation process within the organization and foster business relationships and organizational diversity. Manage compliance with food and beverage hygiene policies and procedures. Recognize and reinforce individual and team accomplishments by using existing organizational tools and programs as well as by finding new, creative, and effective methods of recognition. Utilize and demonstrate effective management principles and practices to create and maintain a successful store team resulting in an environment where employee is valued and respected. JOB COMPETENCIES / REQUIREMENTS: Qualification Possess at least a Degree in Business Administration; Hospitality Management; Catering Management or any other relevant fields. Must be residing in South Luzon Experience At least 8 years of experience in the F&B industry, with proven experience managing a network of at least 30 outlets. Possess good leadership and people managemen