Head of Operations- Pie Express at Food Concepts Plc

Job Purpose

• To develop, drive and deliver the Country’s Operational Strategy for the Operations Business Brands in order to increase and enhance the organization’s revenue, profitability, people performance and Brand presence within the Industry

Core Responsibilities and Key Result Areas

Strategic Operational Leadership and Management

• Supports in developing and the execution of the operational strategy for all brands within Food Concepts (Nigeria)
• Drive and improves operational standards for individual stores including the execution and monitoring of best practice processes.
• Ensure profitability of the business and improve the financial performance and profitability of the business (Chicken Republic, Pie Express and other brands introduced to the business)
• Maintain brand identity by ensuring that company and franchise restaurants are operating in line with standard customer expectations - basic facilities, product offering, pricing, and corporate uniform
• Implement frequent visits to franchise units and meetings with Franchisee Operations Head
• Manage ongoing operational support for existing stores and the new stores
• Work in collaboration with Head of Projects to execute franchise expansion strategies and promotions by executing new opportunities and markets for development of new outlets and prospective franchisees.
• Support the customer service management in Company & Franchise stores to ensure alignment to brand promise
• Accountable for the Nigeria’s Operations P&L to ensure revenue and profitability growth for the business
• Ensures effective P&L management of the business through detailed analysis and reviews with all lines of management
• Deliver continuous improvement initiatives resulting in service excellence, profit growth through cost management
• Ensure compliance with all health and safety regulation as required
• Support the Executive Team and/or Senior Leaders with insightful input in key operational decisions and to execute all Operational decisions agreed upon
• Accountable for all Operational performance indices
• Provides administrative support to the Operations team

Business and Sales Performance

• Drives a clear execution of local store marketing activities to create brand awareness 
• Drive top line sales in line with budget, year on year performance and expectations 
• Executes the continuous improvements of processes to increase sales and profits
• Develop and implement effective region, area and local store marketing strategies to positively impact overall sales revenue for all Business Brands.
• Execute Local Store marketing activities to deliver top line sales performance
• Develop and implement strategies to improve profitability, including estimating cost and benefit, exploring new business opportunities, etc.
• Ensure successful opening of all New Stores across all Brands within Food Concepts Plc (Nigeria)

People Management

• Provide support in identification and recruiting of employees for operations
• Provide guidance and direction to direct reports including setting performance standards and monitoring performance.
• Ensure employees receive on-going training to understand business and customer expectations.
• Manage succession plans to secure business operations and growth, encouraging Restaurant, Area and Region Managers to be proactive in strategic planning for success
• Collaborate with the Head of HR and the Training and Development Manager for the Operations Team across Nigeria

Customer Experience Management

• Provide oversight and direction on desired level of customer experience
• Ensure effective service delivery by communicating and assisting individuals to understand customer needs, providing guidance, feedback, and individual coaching when needed.
• Empower employees to provide excellent customer service.
• Develop strategies to monitor, evaluate and improve customer experience in the business through a Customer Experience Measurement program
• Optimise productivity across operations, align shift patterns with peak time demands and company business activity, considering geographic, demographic, competitor and sales trends

Key Performance Indicators

• Achievement of the Operations Sales, EBITDA, GP, PAT targets
• Achievement of the Operations Division’s budget/targets/objectives
• Achievement of Individual Personal Development Plans

Knowledge Requirements

• A Very Good understanding of the QSR and Food Industry
• Good Knowledge of Supply Chain Management, Human Resources, Finance and Marketing
• Knowledge of methods, techniques or procedures peculiar to the QSR Industry
• Broad understanding of the core operations of Fast Moving Goods 
• Good knowledge of macroeconomic and financial system
• Good Knowledge of People Management
• Leadership, Administrative and Managerial abilities
• Strong Organisation Skills
• Very Good Communication Skills
• Problem-Solving Skills
• Decision Making
• Action Planning, and Prioritization Skills
• Ability to Work on a Team
• Knowledge of Safety, Quality, and Cost Objective
• Commitment to Providing the Highest Level of Support and Quality
• Ability to Demonstrate Exceptional Organisation and Planning Skills

Job Specifications

• A good first degree in business administration or related areas
• Possession of a Master’s degree in Business Administration or related degree (an advantage)
• Training on Food Safety Management
• Training on People Management
• Membership of the Nigerian Institute of Management (NIM) and other relevant certifications.
• Minimum of (13) years’ experience, (8) of which must be in similar organization (retail or QSR Food chain) and (3) in senior management role.