Job Description

The Operations Manager is accountable for ensuring the effective and efficient management of franchise restaurants within the allocated region.

Key Responsibilities

Operational Management

Conduct regular operational reviews and audits across all franchise restaurants. Ensure adherence to brand standards, policies, procedures, and compliance requirements. Identify operational gaps and implement corrective action plans in partnership with franchisees.

Financial Management

Monitor and analyse restaurant performance against key financial indicators. Support franchisees in developing strategies to improve financial results and cost efficiency. Prepare and present periodic performance reports to senior management and franchisees.

Franchisee Support & Relationship Management

Act as the principal point of contact between the franchisor and franchisees. Provide guidance and support to franchisees in achieving operational and strategic objectives. Foster strong, professional relationships that balance compliance with mutual growth.

People & Capability Development

Support franchisees in building and developing competent restaurant management teams. Facilitate training, coaching, and succession planning in line with organizational requirements. Promote a culture of accountability, performance, and continuous improvement.

Customer Experience & Brand Growth

Ensure consistent delivery of superior guest experience across all restaurants. Monitor customer satisfaction metrics and implement initiatives to address areas of concern. Support new store openings, refurbishments, and brand development initiatives.

Qualifications & Experience

Grade 12 (Matric); Bachelor's degree in Business Administration, Hospitality Management, or related field (preferred). 5-7 years' experience in multi-site operations management, preferably within QSR, casual dining, or franchise sector. Proven track record of achieving operational and financial performance targets. In-depth knowledge of franchise operations, compliance, and P&L management. Valid driver's licence with proficient driving skills.

Competencies & Skills

Strong leadership and influencing skills. Exceptional communication and interpersonal ability. Commercially astute with strong analytical and problem-solving skills. Highly organized with the ability to manage multiple priorities across diverse locations. Resilient, adaptable, and results-oriented. Willingness to travel extensively within the allocated region.

Key Performance Indicators (KPIs)

Achievement of financial and operational performance metrics across all 15 restaurants. Compliance with brand standards, policies, and audit requirements. Sustained improvement in customer satisfaction and guest experience scores. Franchisee engagement and satisfaction levels. * Development and retention of competent restaurant leadership teams.