Operations & Systems Manager

**_Operations Responsibilities _**
- Oversee and manage all areas of the concept so as to ensure smooth flow of operations, and efficient and productive operations daily
- Ensure positive customer experiences in all areas
- Respond to complaints, taking any and all appropriate actions to turn dissatisfied guests into return guests.
- Outlet hygiene, kitchen checklist & services/maintenance audit
- Manage, improve and maintain logistics for delivery and ecommerce sites
- Sourcing and negotiation
- Disposable - packaging / serveware
- outsource services & services maintenance

**_Delivery Processes and Systems _**
- Must be familiar with food delivery platforms and Ecommerce systems to drive delivery sales and delivery experience
- Must be familiar with delivery logistics and be able to solve delivery transport issues
- Able to manage demand and supply of seasonal items
- Manage, maintain, update and improve concept’s Ecommerce site
- Monitor driver behaviour to ensure high level of customer service
- Track buyer behaviour to improve online purchasing experience
- Set up, manage and collate order procedures for the service and kitchen team
- Find ways to increase quality of customer service
- Ensure all operations are carried on in an appropriate, cost-effective way
- Improve operational management systems, processes and best practices

**_Human Resources, Learning and Development _**
- Work with business head on manpower planning, recruitment and hiring
- Work with business head on team development and yearly appraisal
- Work with HR team to ensure smooth onboarding and payment of all employees
- Includes calculating and submitting OT hours for the team
- Ensure employees receive their staff card, medical card, confirmation after probation, food hygiene certificate, and other HR related documentation.
- Ensure all staff are basic hygiene certified, at least 1 hygiene officer in each venue
- Ensure there are trained first aiders and fire warden for each venue
- Implement Operations SOPs and best practices across the group
- Assist to create and lead coaching program for team
- Engagement with School for intern, hiring and potential conversion to full time
- Maintain a favourable working relationship with all company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity and efficiency/effectiveness
- Ready to mentor your team members, find ways to increase quality of customer service and implement best practices across all levels.

**_Financial Responsibilities _**
- Adhere to company standards and service levels to increase sales and minimise costs, including food, beverage, supply, utility and labor costs
- Manage budgets and forecasts, responsible for ensuring that all financial (monitor costs, generate daily reports for sales, projections, budgets, invoices, receipts) and personnel/payroll related administrative duties are completed accurately, on time and in accordance with company policies and procedures
- Examine financial data and use them to improve profitability
- Perform quality controls and monitor production KPIs

**_Opening Team - New Outlets _**

Work closely with pre-opening project manager:

- Assist in due diligence on site survey based on outlet planning and provision for new site
- Outlet set up budgeting and planning
- Manpower budgeting, planning, recruitment and hiring
- Pre-opening countdown schedule
- Team orientation and training
- Set up and implement Operations SOPs and best practices
- Based in new opening till business and operations stabilize (if required, at least 3-6 months minimum)

**_Other Responsibilities _**
- Liaising, coordinating and fulfilling corporate orders
- Work closely with the marketing & communications and design team to ensure smooth operations and accurate branding
- To be responsible for any other task or responsibilities as assigned by the management

**_Requirements _**
- University degree, Bachelor of Science degree in hotel/restaurant management is highly desirable. A combination of practical experience and education will be considered as an alternative
- Knowledge of computers (MS Word, Excel)
- Proficient in the following dimensions of restaurant functions: food planning and preparation, purchasing, sanitation, security, company policies and procedures, personnel management, record-keeping, and preparation of reports
- 3-5 years of food and beverage operations and systems leadership experience
- Must have experience in managing multiple outlets