Area Manager (JBH) at Rohloff Group

Role

Through our people & service promise, Our Area Managers deliver world-class customer-centric experiences that maximise sales & profit. The role plays a pivotal part in the area performance which is measured by the area balance scorecard. As QSR market leader, the brand standards are a critical component entrusted to area managers for 100% operational compliance. A substantial part of the Area Managers’ day is spent inside restaurants conducting structured and tailored restaurant visits with Restaurant General Managers.

The Area Manager will manage, lead and support a cluster of (6-8) QSR (Quick Service) restaurants through effective leadership and high-impact training of management teams.

Responsibilities:

People

• Responsible for leading and maintaining our company culture in our stores and area.
• Develops management teams through high-impact training that equips them with Operational skills, knowledge, and strong behaviours in line with the YUM (franchisor) leadership.
• Continuously updating the team with new technology enhancements and digital processes implemented.
• Accountable for quality training of the restaurant management team, including Restaurant General Managers, Restaurant Managers, and Shift Supervisors with the support of Regional Trainers
• Identifies and selects Restaurant General Managers, and Restaurant Managers in conjunction with the Regional trainers and HRBP.
• Jointly with the Regional Trainers to support the Restaurant General Managers in the process of recruitment, selection, training, and certification of team members to ensure the restaurant’s staffing needs are achieved in a timely/cost-efficient manner.
• Develops a talent pipeline with Regional Trainers, Training lead & HRBP, ensuring this is maintained consistently.
• Ensures all store management is fully trained on fire procedures, Health & Safety, Food Hygiene, and Security/Robbery procedures.
• Role models recognition culture by having a personalised recognition award that is used regularly. Provides recognition at all levels in restaurants and shares this across platforms.
• Responsible for regular quality performance appraisals, Individual Development Planning (IDP), assisting in People Plan Review (PPR) process, and implementing value-added developmental activities.
• Drive a high-performance culture in the area. Proactively utilize KFC Africa Performance Improvement Process (PIP) with individuals identified as not meeting expected performance levels.
• Proactively and consistently manage all in-area Employee Relations issues. Utilize the code of conduct, at the earliest opportunity, so that all issues are managed in line with statutory requirements and employment law, updating Regional Operations Manager and HRBP as appropriate.
• Plan and facilitate weekly/ monthly area management meetings in line with Success Routines. Meetings should cover business-relevant content, be informative, interactive, structured with agenda and have an outcome.
• Track team absenteeism, taking action in line with KFC’s absenteeism management policy where appropriate.
• Manage leave balances in accordance with the annual operational leave calendar.
• Ensure all statutory and company Health Safety and Food Hygiene regulations are adhered to at all times. Take corrective action taken in a timely manner as necessary.
• Actively promote the safety and well-being of every employee, customer, or contractor in line with company policy as outlined in ECSL.
• Company Security procedures & protocols must be rigorously followed to ensure the security of people, premises, stock, equipment, and monies at all times.

Customers

• Train Restaurant General Managers to create a customer-focused environment that is appealing to KFC’s diverse customer base.
• Plan and follow customer-based visit schedules and engage with customers when in the restaurant to obtain feedback.
• Complete unannounced customer visits in line with success routines, provide coaching, and feedback, and support Restaurant General Managers in creating smart action plans to address opportunities.
• With the support of the Regional Trainers and Restaurant General Managers, ensure all KFC Hospitality standards are met.
• Ensures that Guest Experience Survey (GES) daily, weekly & period results, are continually reviewed. Works with Restaurant General Managers and team to analyse and develop action plans follow up and revise action plans as necessary.
• Manage all customer complaints in line with company policy, escalating issues to Regional Operations Manager where appropriate
• Monitors and implements programs to improve order accuracy, speed of service, courtesy, and cleanliness.
• Trains with the support of the Regional Trainers and models team involvement in problem-solving to improve customer satisfaction. Ensuring KFC’s standard customer complaint target is maintained.
• Identifies and implements process improvements that drive customer satisfaction and profitability in conjunction with the Regional Operations Manager.
• Works with Restaurant General Managers to implement effective deployment and scheduling.
• Robustly follow up on any issues arising from customer audits, plan to ensure corrective action is taken in a timely manner as required

Sales

• Through exceptional operational standards and a ‘maniacal’ approach to customer service, consistently seek to maximize the sales in their area
• Set and communicate Bold Sales Goals to the team, striving to consistently exceed sales targets.
• Ensures rigorous execution of all marketing promotions, checking, and team knowledge of products, prices, and product quality.
• Develop a strong sales culture in their area by reviewing and supporting Restaurant General Manager’s clear sales targets for every week.
• Understand their local competition within the area and increase visibility within the local community to ensure awareness of any common issues, competitor activity, or forthcoming events that may impact the business.
• Work with individual Restaurant General Managers, where appropriate to create and execute local marketing activities to optimize potential sales growth.
• Build Know How within other KFC areas and pacesetter groups, sharing best practices across areas and regions.
• Manage area incentives and drive regular recognition in store.

Profit

• Maximize the profitability of the area by understanding and controlling all costs (e.g. labour, food). Monitor daily, weekly, and periodically to ensure alignment with Annual Operational Plan targets.
• Develop a strategy to maximize the profitability of their area by regularly reviewing sales, transactions, and costs in line with business needs.
• Develop a portfolio management approach to area profitability, and understand restaurants’ needs and the priority of those needs.
• Coach Restaurant General Managers to ensure accurate forecasts of sales and labour to reflect trends and promotions in each restaurant.
• Develop Annual Operational plans for the area each quarter with Regional Operations Manager.
• Prepare and plan for periodical Balance Score Card & P&L review with Regional Operations Manager.
• Prepare and plan for weekly business reviews, consider and analyse all relevant information in advance.
• Actively utilise company reports to analyse sales, transactions, and costs to drive business results.
• Rigorously follow up on the official financial audit action plan completed by Asset Protection in restaurants where appropriate.

PEOPLE LEADERSHIP:

• Restaurant General Managers – directly
• Restaurant Managers and Shift Supervisors – indirectly
• Regional Trainers – Directly
• HRBP
• Training lead

WORKING RELATIONSHIPS:

• HR Business Partner
• Other Area Managers
• Executive Team
• Other senior Functional Leaders at the office

KNOWLEDGE AND SKILLS REQUIRED:

The ideal candidate will have the following background and competencies:

Min Qualification required:

• Relevant 3-4 years Tertiary qualification (Diploma or Degree)

Experience required:

• 3 years or greater Management leadership experience, managing multi-sites in a similar industry (QSR, Restaurant, or Food Retail)
• Commercial background
• Drivers License (Code 8)

Responsibilities :

• Assume a strategic role in estimating future growth capacity.
• Identify leadership qualities of teams to grow into management positions.
• Develop and continually improve processes to maximise operational efficiency.
• Plan and develop a strategy for operational management and development.
• Drive sales & customer growth through the implementation of improved customer satisfaction programs.
• Customer complaints resolution (health inspectors, customers, employees, etc.)
• Evaluate the performance of Restaurant Managers against established targets, identify and train on opportunities.
• Maximize profit through operational excellence and spend smarter initiatives.
• Comply with all reporting and control standards and procedures of the company.
• Partner with Regional Trainer for designated certification on Teams and Managers
• Partner with the Marketing manager for effective implementation of marketing promotions (LSM) to drive sales.

Critical Competencies :

• Intermediate to Advanced MS Office skills (Teams, Excel, MS Office, PowerPoint)
• Excellent command of the English language
• The position requires working over some weekends and during the festive season.
• Strong commercial skills & business acumen
• Strong coaching skills that can achieve results through the team in a collaborative fashion.
• Proven analytical ability.
• Excellent literacy, and numeracy skills
• Strong organisational skills
• Team player
• High personal standards
• Strong communication skills
• Excellent planning and time management