Responsible for overseeing the overall performance of all restaurant outlets and operational support functions. The role drives revenue growth, profitability, operational efficiency, food quality, guest experience, team development, and compliance while ensuring the successful execution of the company's business objectives and strategic plans. Key Accountabilities 1. Operations Leadership • Lead and manage the daily operations of all assigned restaurant outlets. • Develop and implement operational strategies aligned with organizational goals. • Ensure consistency in service standards, food quality, cleanliness, and brand compliance across all locations. • Monitor operational KPIs and implement corrective actions when required. • Drive continuous improvement initiatives to enhance operational efficiency. 2. Business Performance & Profitability • Achieve company sales, profitability, and growth targets. • Review outlet P&L statements and key financial reports. • Identify opportunities to improve revenue, productivity, and operational performance. • Monitor labour costs, food costs, overhead expenses, and operational budgets. • Develop action plans to improve profitability and cost efficiency. 3. Multi-Unit Restaurant Management • Oversee the performance of all restaurant outlets through Area Managers and Restaurant Managers. • Conduct routine operational reviews and outlet inspections. • Ensure implementation of company SOPs and operational policies. • Support outlet management teams in achieving business objectives. • Drive consistency of operations throughout all regions and locations. 4. Guest Experience & Brand Standards • Ensure exceptional customer service standards across all outlets. • Develop initiatives to enhance customer satisfaction and loyalty. • Review customer feedback, online ratings, complaints, and guest satisfaction scores. • Ensure timely resolution of customer concerns and service recovery. • Protect and strengthen the company's brand reputation. 5. Financial Management & Cost Control • Develop and manage annual operational budgets. • Monitor food cost, beverage cost, labour cost, and controllable expenses. • Ensure efficient utilization of company resources. • Approve operational expenditures within authorized limits. • Support strategic pricing and profitability initiatives. 6. Food Safety, Quality & Compliance • Ensure compliance with HACCP, Municipality regulations, food safety standards, and legal requirements. • Conduct operational audits and compliance inspections. • Ensure implementation of health, safety, hygiene, and sanitation procedures. • Monitor corrective actions resulting from audits and inspections. • Promote a culture of safety and quality throughout the organization. 7. People Management & Talent Development • Lead, coach, and develop Area Managers and outlet leadership teams. • Establish succession planning for key operational positions. • Support recruitment, onboarding, and retention initiatives. • Conduct performance reviews and leadership development programmes. • Build a high-performance culture focused on accountability and continuous improvement. 8. Supply Chain & Inventory Management • Oversee inventory management and stock control processes. • Ensure efficient procurement and supply chain coordination. • Minimize wastage, stock variances, and operational losses. • Monitor supplier performance and service standards. • Ensure optimum stock availability across all outlets. 9. Strategic Planning & Business Development • Support company expansion projects and new outlet openings. • Identify market opportunities and operational improvements. • Collaborate with Marketing, HR, Finance, and Procurement departments. • Participate in annual business planning and forecasting exercises. • Contribute to long-term business growth strategies. 10. Reporting & Communication • Prepare weekly, monthly, and quarterly operational reports. • Present business reviews and operational updates to senior management. • Monitor KPI achievements and report variances. • Ensure effective communication between Head Office and outlet management teams.

Education & Experience • Bachelor's Degree in Hospitality Management, Hotel Management, Business Administration, or related field. • Minimum 8-10 years of experience in the Food & Beverage industry. • Minimum 5 years of experience in a senior operations management role. • Proven experience managing multiple restaurant outlets. • Strong knowledge of restaurant financial management and business planning. • HACCP and Food Safety certification preferred. Skills & Knowledge • Strategic leadership and business management. • Strong financial and commercial acumen. • Advanced operational management capabilities. • Excellent communication and stakeholder management skills. • Strong analytical and problem-solving abilities. • Team development and coaching skills. • Budgeting and forecasting expertise. • ERP, POS, and Microsoft Office proficiency. • Change management and project management skills