• Drive and lead operational initiatives to achieve targeted sales growth and meet budgeted objectives.

• Collaborate with cross-functional teams to develop and implement strategic plans aligned with organizational goals.

• Analyse market trends, customer feedback, and competition to identify opportunities for business growth.

• Establish and maintain key performance indicators (KPIs) to measure the success of operational efforts

• Oversee the management of expenses in line with the allocated budget, ensuring cost-effectiveness and efficiency.

• Analyse financial data to identify areas for cost savings and implement strategies to optimize margins.

• Proactively manage and address gaps in the budget, implementing corrective actions to ensure financial targets are met.

• Collaborate with finance and accounting teams to provide accurate and timely financial reports.

• Monitor and manage stock losses to align with the business's tolerance of 0.4% negative stock.

• Implement effective inventory control measures to minimize stockouts and overstocks, ensuring optimal stock levels.

• Develop and implement strategies to mitigate the impact of unaccounted variances & damages

• In Store Operations ROCC audits results

• Conduct regular ROCC audits to ensure compliance with operational standards and protocols.

• Analyse audit results to identify areas for improvement and implement corrective actions.

• Collaborate with cross-functional teams to address issues raised during audits and implement preventive measures.

• Develop and maintain a robust tracking system for audit findings, resolutions, and continuous improvement initiatives.

• Key Deliverables

• Achievement of consistently high ROCC audit scores.

• Implementation of corrective and preventive actions to address audit findings.

• Regular reporting on audit results and improvement initiatives to senior management.

• Maintenance

• Oversee the maintenance of equipment.

• Develop and implement preventive maintenance schedules to minimize downtime.

• Coordinate with maintenance teams to promptly address and resolve any issues affecting operations.

• Evaluate and recommend upgrades or replacements for aging equipment to enhance efficiency and reliability.

• Key Deliverables:

• Reduction in equipment downtime and operational disruptions.

• Implementation of effective preventive maintenance programs.

• Improved reliability and longevity of operational assets.

• Speed of Service

• Monitor and analyse key performance indicators related to speed of service, including order processing time, delivery timelines, and customer wait times.

• Identify bottlenecks and inefficiencies in operational processes that impact speed of service.

• Work closely with operational teams to streamline processes and improve overall efficiency.

• Implement technology solutions and automation where applicable to enhance speed of service.

• Key Deliverables:

• Achievement of targets related to order processing time and delivery timelines.

• Implementation of process improvements resulting in enhanced speed of service.

• Regular reporting on key performance indicators and improvement initiatives to stakeholders.

• Customer satisfaction OSAT

• Conduct regular assessments of OSAT metrics to identify trends and areas for improvement.

• Develop and implement strategies to enhance customer satisfaction throughout the operational workflow.

• Collaborate with customer support, production, and logistics teams to streamline processes and resolve issues affecting OSAT.

• Utilize customer feedback and data analytics to drive continuous improvement in operational efficiency and customer satisfaction.

• Work closely with teams to implement training programs that focus on customer-centric processes.

• Accuracy

• Establish and enforce accuracy benchmarks for all operational processes.

• Conduct regular audits to identify areas of improvement and ensure compliance with accuracy standards.

• Collaborate with relevant teams to implement corrective actions and preventive measures.

• Implement technology-driven solutions to enhance accuracy and reduce errors.

• Provide training and support to operational staff to enhance accuracy in their tasks.

• Taste

• Develop and implement taste testing protocols and standards.

• Collaborate with production teams to ensure that recipes and processes align with taste expectations.

• Conduct regular taste tests and gather feedback from customers to identify opportunities for improvement.

• Work with suppliers to maintain the quality of raw materials and ingredients.

• Implement measures to address any issues related to taste identified through customer feedback or internal testing.

• Customer Complaints (Per 10 000)

• Analyse customer complaint data to identify root causes and trends.

• Develop and implement corrective actions to address recurring issues leading to customer complaints.

• Collaborate with customer support and other relevant teams to resolve complaints in a timely manner.

• Establish and monitor key performance indicators related to customer complaints per 10,000 transactions.

• Implement continuous improvement initiatives to reduce the overall incidence of customer complaints.

• People management Staff Turnover

• Conduct regular analysis of staff turnover metrics and trends.

• Implement and manage effective exit interview processes to gather insights.

• Collaborate with HR to develop and execute retention strategies.

• Identify and address root causes of turnover, such as work environment issues or professional development gaps.

• Create and implement initiatives to improve employee satisfaction and engagement.

• Monitor and evaluate the effectiveness of retention strategies over time.

• Talent Management & Succession

• Collaborate with department heads and HR to identify key roles and critical talent.

• Develop and implement talent management strategies and programs.

• Identify high-potential employees and create individualized development plans.

• Work with leaders to ensure a smooth transition for key roles in succession planning.

• Facilitate training and mentorship programs to groom future leaders.

• Regularly assess and update succession plans based on organizational needs.

Key Skills:

• Leadership Skills:

• Decision-making: Ability to make informed and timely decisions, considering all relevant factors.

• Problem-solving: Capability to analyse complex situations and devise effective solutions.

• Strategic thinking: Capacity to align operational goals with overall organizational objectives.

• Communication Skills:

• Clear communication: Ability to articulate ideas and instructions clearly and concisely.

• Active listening: Capacity to understand and address concerns or feedback from team members.

• Negotiation skills: Ability to negotiate and collaborate with different stakeholders.

• Customer Focus:

• Customer-centric approach: A commitment to understanding and meeting the needs of internal and external customers.

• Quality orientation: A focus on delivering high-quality services or products.

• Collaboration:

• Cross-functional collaboration: Ability to work effectively with teams from different departments.

• Partnership building: Skill in establishing and maintaining positive relationships with internal and external stakeholders.

• Analytical Skills:

• Data-driven decision-making: Capacity to analyse data and use it to inform operational decisions.

• Attention to detail: Ability to notice and address small details that may impact operational efficiency.

• Team Management:

• Motivation: Capability to inspire and motivate team members to achieve common goals.

• Conflict resolution: Skill in resolving conflicts within the team and promoting a positive work environment.

• Delegation: Ability to delegate tasks effectively and empower team members.

• Adaptability:

• Flexibility: Willingness and ability to adapt to changing priorities and environments.

• Resilience: Capacity to handle pressure and setbacks while maintaining a positive attitude.

• Experience in budgeting and forecasting

• Familiarity with business and financial principles

• KFC experience (preferred)

• QSR required

• Knowledge of organizational effectiveness and operations management

Qualifications:

• Degree in Business, Operations Management or related field.

• Proven track record in QSR.