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Role Overview:
We are looking for an experienced Operations Manager to oversee the day-to-day running of our retail outlets across Malaysia. This role is responsible for ensuring consistent product quality, service standards, and profitability across all stores, while supporting the company's expansion plans.
Key Responsibilities:
- Oversee daily operations across all outlets, ensuring compliance with brand SOPs, food safety, and hygiene standards.
- Manage outlet openings, including site readiness, staffing, and launch execution.
- Lead and manage a team of Area Managers, setting clear KPIs and holding them accountable for outlet performance in their regions.
- Own overall network performance: sales, food cost, labour cost, wastage, and customer satisfaction across all outlets.
- Review store audit results submitted by Area Managers and drive corrective action at scale.
- Plan and oversee new outlet openings and market/territory expansion, coordinating with Area Managers on readiness and launch.
- Coach and develop Area Managers; build succession pipeline for future Area Manager and Outlet Manager roles.
- Consolidate and analyze sales/operational data across regions to identify trends, risks, and opportunities.
- Manage relationships with central kitchen/warehouse and key vendors on supply chain matters.
- Own the operations budget; review and approve regional budgets proposed by Area Managers.
- Ensure compliance with national regulations (licensing, Halal certification, occupational safety) across all regions.
- Act as escalation point for issues Area Managers cannot resolve at their level.
- Represent operations in leadership/management meetings and contribute to company-wide strategy.
Requirements
- Bachelor's degree in Business, Hospitality, F&B Management, or related field.
- Minimum 7–8 years' experience in multi-unit retail/F&B operations, including at least 3 years managing managers (e.g., Area Managers, Regional Managers, or equivalent).
- Experience in franchise or QSR operations strongly preferred.
- Proven track record managing a network of outlets across multiple regions/states.
- Strong leadership, coaching, and people development skills — this role is as much about managing managers as it is about operations.
- Strong analytical skills; comfortable working with consolidated multi-region data.
- Proficient in Excel/Google Sheets; POS and inventory systems experience required.
- Fluent in English and Bahasa Malaysia; Mandarin is an advantage.
- Willingness to travel frequently across regions.
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