Operations Manager: Spur at Spur Corporation

• The Operations Manager is responsible for driving profitability, operational excellence, and brand compliance across a portfolio of franchise restaurants. This role acts as the key link between Head Office and franchisees, ensuring that both franchisor and franchisee objectives are achieved through strong financial discipline, high operating standards, and consistent customer experiences.

Job Description
Competencies:

• Have a strong sense of self-discipline and time management.
• Willingness and ability to travel extensively.
• Excellent work ethic.
• Coordinate and multitude of stakeholders.
• Interact interpersonal for the full duration of each day with multiple clients as well as adapt easily to different cultures.
• Good communication skills, both verbally and written.

Duties & Responsibilities:

Franchisor Profitability

• Attend Operations meetings to discuss status reports and action plans to improve stores turnover and standards.
• Attend follow up meetings as per the minutes.
• Monitoring branded product off takes and Central Kitchens off takes.
• Ensure timeous collection of debtors.
• Ensure timeous collection of declarations and turnover listings to facilitate checking of correct turnovers declared.
• Ensure that all relevant in-store strategic intent is in place and conduct follow ups in order to ensure maximum turnover is derived.
• Ensure all franchisee fees and advertising levies are collected / paid by the 15th day of each month.

Franchisee Profitability

• Ensure that monthly financial analyses (income statements) are conducted and provide written guidance on improving net profit.
• Assist stores/area managers with the compilation of budgets and cash flows (daily / weekly / monthly).
• Ensure that all relevant in-store strategies are in place, i.e. marketing plans, monthly & weekly overhead budgets, incentives for management, ASPH strategies, staff and casuals and stock turn ratios etc.
• Spend quality time with area managers and spend time in stores to ascertain poor food cost/overhead practices and rectification thereof.

Protect the investment of the franchisees through proactive activity and maintenance of high standards

• Implement on-going follow ups on strategic intent.
• Ensure that monthly quality and hygiene report and 'C' follow ups are done within 10 days.
• Ensure that monthly service assessments and 'C' follow ups are done within 10 days.
• Training of management, casuals and staff, utilising material at the Operations manager’s disposal, e.g. videos.
• Attend Bi-monthly management meetings with owners and management, developing action plans for improvement.
• Utilise tools such as casual and management tests to determine root problems in stores.
• Arrange mystery shopper reports when necessary.
• Assist stores in post-training evaluation.
• Visiting stores to review quality of product, service and hygiene and assist when necessary.
• Demonstrating and following up of opening, 11h00 am, 17h00 pm and closing procedures.
• Organise Q-pro Audits for problematic stores.
• Implementing three (3) / six (6) month marketing plans.
• Ensure that R&M standards are acceptable.
• Initiating revamps and ensuring competitive advantage in the marketplace, i.e. modular PlayStations, Sony PlayStations, trains etc.

Area Management

• Schedule training for new franchisees, staff and management.
• Assist with opening of new stores.
• Assist with upgrades, revamps & technical standards in the region.
• Ensure that the Training Centre has sufficient delegates.

Secondary Functions

• Handle customer complaints immediately.
• Ensure that all promotions and relevant promotional material are available in store.
• Collect lease agreements.
• Collect franchise agreements.
• Collect customer care cards.
• Update Extranet/ Intranet information.
• Ensure all Head Office files and administration is kept up to date and organised.

Discretionary Authority

• Provide an operations assessment grading.
• Provide a service assessment grading.
• Call a meeting between the Regional Heads and Directors/ COO in order to resolve operational problems in the store.
• Enforce buyers and suppliers nominated by our company.
• Request profit and loss statements from franchisees.
• Negotiate revamps.
• Implement strategies to improve the Brand and the franchisees position.
• Convert stores from 30 days to a COD account at Vector.
• Request Q-pro audit for the following;
• Failed hygiene audits
• Poor operational standards
• Enforce the retraining of management/casuals/staff at store level.
• Arrange mystery shopper reports.
• Draw up repairs and maintenance snag lists and ensure that they are completed by the set date.
• Implement marketing strategies in conjunction with the Spur Brand image.
• Debate Branded products viability.
• Organise Franchise Agreements to be signed.

Job Requirements
Minimum Requirements:

• Grade 12/ Matric.
• A qualification in Operations Management would be advantageous.
• SPUR in store operator and or existing area management experience.
• 3 years’ experience in restaurant senior management or elsewhere in restaurant industry preferable.
• Computer - MS Word, Excel, PowerPoint.
• Be in a possession of a Code 8 driver’s licence.