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Head of Operations

3 months ago

Lagos, Lagos, Nigeria Workforce Group Full time

Role Overview

  • The Head of Operations is a critical leadership role responsible for overseeing the overall operational efficiency and effectiveness of the organization.
  • This role entails driving excellence in daily operations, implementing strategic initiatives, ensuring customer satisfaction, and fostering a culture of continuous improvement across all outlets.

Key Responsibilities
Operational Leadership:

  • Oversee day-to-day operations across all outlets to ensure optimal performance and adherence to company standards.
  • Develop and implement operational policies, procedures, and best practices to enhance efficiency and productivity.
  • Monitor key performance indicators KPIs and implement strategies to achieve operational goals and targets.

Sales and Order Management:

  • Drive sales growth by implementing effective sales strategies and initiatives.
  • Monitor order counts, ticket averages, and upselling efforts to maximize revenue.
  • Collaborate with the marketing team to develop and execute local store marketing plans to increase sales.

Quality and Compliance:

  • Ensure operational excellence through regular NSF audits and adherence to food safety and hygiene standards.
  • Implement measures to control theft, reduce costs, and manage inventory effectively.
  • Conduct internal audits to ensure compliance with company policies and procedures.

Team Development:

  • Lead, mentor, and develop the operations team to achieve high performance and professional growth.
  • Implement comprehensive training programs to enhance staff skills and knowledge in operations and customer service.
  • Foster a positive and collaborative work environment that encourages innovation and teamwork.

Customer Experience:

  • Enhance the customer experience by ensuring efficient order processing, timely deliveries, and high-quality service.
  • Address customer feedback and implement improvements to meet customer expectations.

Technical and POS Management:

  • Oversee the Point of Sale POS systems and infrastructure to ensure seamless operations.
  • Provide technical support to store managers and staff for any POS-related issues.
  • Implement system enhancements and training programs to improve POS functionalities and user experience.

Strategic Planning and Execution:

  • Collaborate with the executive team to develop and execute strategic plans for business growth and operational excellence.
  • Identify opportunities for innovation and process improvements to drive operational efficiency.

Financial Management:

  • Develop and manage operational budgets to ensure financial targets are met.
  • Monitor and analyze financial performance, identifying areas for cost reduction and efficiency improvements.
  • P&L Management

Safety and Security:

  • Ensure compliance with health, safety, and security regulations across all outlets.
  • Implement measures to protect customer and business data within the POS systems.

Marketing and Brand Management:

  • Work closely with the marketing team to develop and execute marketing strategies that drive brand awareness and customer engagement.
  • Oversee local store marketing initiatives to ensure alignment with corporate marketing goals.
  • Analyze market trends and customer feedback to inform marketing strategies and improve competitive positioning.

Reporting and Analysis:

  • Prepare regular reports on operational performance, identifying trends, challenges, and opportunities for improvement.
  • Present findings and recommendations to the executive team to support decision-making.

Qualifications

  • Bachelor's Degree in Business Administration, Operations Management, Marketing, or a related field; MBA is a plus.
  • Proven experience in a senior operations management role, preferably in the food and beverage industry.
  • Strong leadership and team management skills with the ability to inspire and motivate teams.
  • Excellent analytical and problem-solving abilities.
  • Strong understanding of POS systems and technical troubleshooting.
  • Exceptional communication and interpersonal skills.
  • Experience in developing and executing marketing strategies.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
  • Strong financial acumen and experience in budget management.