Job Description

The Operations Manager is responsible for overseeing and optimising the day-to-day operations of assigned restaurants or franchise units to ensure consistent delivery of brand standards, operational efficiency, profitability, and exceptional customer experience in line with company and Spur Corporation-style franchise requirements.


Key ResponsibilitiesOperational Excellence


Oversee daily operations across allocated restaurants or franchise units to ensure compliance with brand, operational, and food safety standards. Implement and monitor standard operating procedures (SOPs) to drive consistency and efficiency. Conduct regular store visits, audits, and performance reviews.
Financial & Performance Management


Monitor key performance indicators including sales, cost of sales, labour, stock control, and profitability. Analyse financial reports and operational data to identify trends, risks, and improvement opportunities. Support franchisees and managers with budgeting, forecasting, and cost-control initiatives.
People Management & Development


Lead, coach, and support Restaurant General Managers and management teams. Ensure effective recruitment, onboarding, training, and succession planning. Promote a culture of accountability, engagement, and high performance.
Franchise & Stakeholder Management


Act as the primary operational liaison between head office and franchisees. Provide guidance and support to franchisees while enforcing compliance with brand and operational standards. Address operational challenges, escalations, and non-compliance issues professionally and constructively.
Customer Experience & Brand Standards


Ensure consistent delivery of customer service standards and brand values. Monitor customer feedback, complaints, and service metrics, implementing corrective actions where required. Drive initiatives that enhance customer satisfaction and brand loyalty.
Health, Safety & Compliance


Ensure full compliance with health, safety, food hygiene, and labour legislation. Conduct risk assessments and ensure corrective actions are implemented timeously. Support audits and ensure readiness for inspections at all times.
Minimum RequirementsQualifications


Diploma or Degree in Hospitality Management, Operations Management, Business Management, or a related field.
Experience


5+ years' experience in restaurant, hospitality, retail, or franchised operations. Proven experience managing multiple sites or large, high-volume operations. Experience working within strict brand and operational standards.
Skills & Competencies


Strong operational and financial acumen Proven leadership and people management skills Ability to analyse data and drive performance improvement Excellent communication and stakeholder management skills Strong problem-solving and decision-making ability Ability to work in a fast-paced, high-pressure environment High level of integrity, accountability, and professionalism
Personal Attributes


Results-driven and hands-on leadership style Customer-centric and brand-focused mindset Resilient, adaptable, and solutions-oriented Strong planning, organisational, and follow-up skills
Key Performance Indicators (KPIs)


Operational compliance and audit scores Sales growth and profitability across assigned units Labour and cost control performance Customer satisfaction and service metrics * Team retention, engagement, and development outcomes