Operations Manager | Manila

POSITION PURPOSE 

The Operations Manager position leads and oversees daily profitability and functionality of all stores, ensuring they function effectively and efficiently while maintaining superior product quality, trained workforce, continual improvement and excellent customer service. The Operations Manager is directly responsible for leading staff productivity, managing resources, optimizing process workflow, implementing basic control procedures, ensuring adherence with safety, quality and regulatory standards, and supporting business growth. This role drives company's financial performance and ensuring the long-term planning for the success and sustainability of both corporate-owned bakeshop operations.

BASIC FUNCTIONS

The Operations Manager is directly responsible for the comprehensive management and seamless day-to-day operations of all stores and facilities. This role involves overseeing staffing, inventory management, financial performance, and ensuring strict adherence to health, safety, quality and regulatory standards. The Operations Managers mission includes handling of both strategic and functional coordination with various department heads, third-party vendors, and operations, while leading the company's efforts to meet sales and profitability targets, installing controls for wastage or losses of resources and products, maintain brand reputation, hire and train key management positions, execute business development initiatives, and continually improve the effectiveness and efficiency of the bakeshop operations.

KEY RESPONSIBILITIES

1. Staff Management

• Recruit, train, and supervise store managers, supervisors, and FOH, BOH and staff.
• Manage manpower schedules, attendance, and leave requests, ensuring adequate coverage for store operations.
• Conduct performance evaluations, offer constructive feedback, and oversee employee growth and development.
• Foster a positive work environment by promoting team collaboration and addressing workplace concerns proactively.

• Coordinate with sub-contractors for manpower coordinators for corporate operations.

2. Operational Efficiency

• Oversee the day-to-day operations to ensure all stores run smoothly and efficiently.
• Implement and monitor standard operating procedures (SOPs) to ensure consistent execution across all branches.
• Conduct regular reviews of store processes, identifying areas for improvement and optimization.
• Ensure smooth store opening processes and proper coordination for the acquisition of machines and equipment necessary for operations.

3. Inventory and Product Management

• Oversee inventory levels and ensure timely ordering of supplies.
• Implement effective stock management and cost control measures, including stock receipt and storage procedures.
• Participate in product demand planning and product development initiatives as needed.
• Perform inventory audits to prevent shortages, overstocking, and wastage.

4. Customer Service and Quality Control

• Ensure that stores maintain high standards of customer service, addressing complaints and resolving issues promptly.
• Monitor product quality to ensure consistency with company standards and take corrective actions when needed.
• Ensure cleanliness, hygiene, and overall maintenance of facilities in line with company expectations (QSC: Quality, Service, Cleanliness).

5. Financial Management

• Prepare and manage store and overall operations budgets; implement cost control measures.
• Oversee the preparation of financial reports, such as P&L statements, sales forecasts, and budget analysis.
• Ensure cash management procedures are strictly followed and that all cash-handling processes comply with internal controls.

6. Health, Safety, and Facilities Management

• Ensure all stores comply with health and safety regulations, including OSH standards and pest control management.
• Oversee the maintenance of store equipment and facilities, ensuring smooth functioning and addressing repairs as needed.
• Manage service contracts and warranties for all equipment and ensure adherence to a preventive maintenance schedule (PMS).

7. Sales and Marketing Support

• Collaborate with the marketing team to plan and execute promotions and campaigns, ensuring alignment with brand strategy.
• Evaluate marketing initiatives and make recommendations based on effectiveness and sales performance.
• Provide guidance for the development of local area marketing plans and actively engage in community outreach.

8. Profit Management

• Analyze and improve profit margins, monitoring costs and expenses to ensure stores operate within their budgets.
• Review P&L reports to assess financial performance and propose improvements to enhance profitability.
• Oversee cashiering and safekeeping procedures, conducting periodic financial audits to ensure compliance.

9. Business Development and Strategic Planning

• Lead business development initiatives, monitoring each stores performance at different stages of growth (start-up, growth, maturity, and renewal).
• Provide strategic recommendations for store expansions and new projects.
• Collaborate in bi-annual strategic planning and regularly review operational progress against company objectives.

REPORT GENERATION

As part of the Operations Manager's responsibilities, a variety of reports are required to ensure smooth operations and track performance across multiple areas. Below are the key reports that the Operations Manager is expected to generate or oversee:

1. Daily/Weekly Sales Reports

• Tracks store sales performance, identifying trends and variances.
• Includes data on daily transactions, revenue, and sales breakdown by product category.
• Submitted to upper management for review.

2. Profit & Loss (P&L) Statements

• Monthly P&L reports showing the financial health of each store.
• Includes sales, cost of goods sold, operational expenses, and net profitability.
• Essential for budgeting and financial planning.

3. Inventory Reports

• Weekly or monthly reports tracking stock levels, orders, and usage.
• Includes stock discrepancies, wastage, and reordering schedules.
• Helps optimize inventory management and reduce costs.

4. Labor and Staffing Reports

• Reports on staff scheduling, attendance, productivity, and overtime.
• Includes labor costs, payroll forecasts, and staffing efficiency metrics.
• Assists in workforce management and cost control.

5. Quality, Service, Cleanliness (QSC) Reports

• Periodic reports on store compliance with operational standards for quality, service, and cleanliness.
• Includes store visit reports and corrective action plans for deviations.
• Ensures consistency across all locations.

6. Health and Safety Compliance Reports

• Reports on safety inspections, incidents, and compliance with OSH and food safety regulations.
• Tracks issues related to pest control, cleanliness, and equipment safety.
• Required for legal and regulatory compliance.

7. Financial Forecasting and Budget Reports

• Monthly or quarterly financial forecasts and budgets for store operations.
• Includes revenue projections, expense tracking, and cost control recommendations.
• Guides financial planning and decision-making.

8. Marketing and Sales Performance Reports

• Reports analyzing the effectiveness of marketing campaigns and promotions.
• Tracks customer engagement, sales lift, and ROI for promotional activities.
• Supports strategic marketing adjustments and planning.

9. Equipment Maintenance and Repair Logs

• Reports tracking the status of store equipment, maintenance schedules, and repair costs.
• Includes updates on warranties and service contracts.
• Ensures the smooth operation of store facilities.

10. Customer Feedback and Complaint Reports

• Regular reports summarizing customer feedback, complaints, and satisfaction ratings.
• Tracks recurring issues and the implementation of corrective measures.
• Used for improving customer service and store operations.

12. Store Visit Reports

• Reports from periodic store visits detailing compliance with company standards.
• Includes feedback from on-site inspections, store conditions, and staff performance.
• Provides actionable insights for improving store operations.

QUALIFICATIONS/TRAINING AND EDUCATION

• Bachelor's degree in Business Administration, Hospitality Management, or a related field.

EXPERIENCE

• With experience in the food and beverage industry, with at least 3 years in a managerial role, preferably in bread and pastries or food manufacturing.

SKILLS AND ABILITIES

Core Skills

Problem-Solving: Strong analytical skills to address operational issues and improve business processes, and external interfaces.

Analytical Skills: For evaluating store performance, budgets, and market conditions.

Time Management: Ability to prioritize tasks and manage time effectively to prevent/control losses.

Leadership: Capability to lead and motivate teams to achieve profitability/operational excellence.

Functional Skills

Process Optimization: Expertise in streamlining operations to enhance efficiency.

Inventory Management: Proficiency in managing inventory levels and supply chain logistics.

Quality Control: Skill in implementing and maintaining quality control procedures.

Technical Skills

ERP Systems: Knowledge of enterprise resource planning (ERP) systems like SAP, Oracle, or other tools.

Data Analysis: Proficiency in analyzing operational data for informed decision-making.

Logistics Management: Expertise in managing store supply procurement, logistics, and distribution processes.

General:

Strong leadership and team management skills, with the ability tofoster a high-performing and collaborative work environment.

Proficiency in financial management and inventory control systems.

Solid understanding of health, safety, and food hygiene regulations.

Excellent communication skills with the ability to handle multiple responsibilities efficiently.

Knowledgeable in labor laws and personnel management.

TASK LIST

Staff Management

1. Recruit, train, and onboard store managers, supervisors, FOH, and BOH staff.

2. Develop and oversee manpower schedules, ensuring optimal staff coverage.

3. Conduct employee performance evaluations and provide constructive feedback.

4. Address workplace concerns and promote team collaboration.

5. Coordinate with manpower agency coordinators for corporate staffing needs.

Operational Efficiency

6. Monitor daily operations to ensure stores run smoothly.

7. Implement and enforce standard operating procedures (SOPs).

8. Review and optimize store processes regularly.

9. Coordinate the acquisition of machines and equipment for new store openings.

Inventory and Product Management

10. Monitor inventory levels and ensure timely supply replenishment.

11. Enforce stock management and cost control measures.

12. Audit inventory to prevent wastage and discrepancies.

13. Collaborate on product demand planning and development.

Customer Service and Quality Control

14. Oversee customer service performance and address complaints promptly.

15. Conduct quality checks to ensure products meet company standards.

16. Monitor and maintain store cleanliness and hygiene (QSC: Quality, Service, Cleanliness).

Financial Management

17. Prepare and oversee store and operational budgets.

18. Analyze and manage Profit & Loss (P&L) statements.

19. Implement and monitor cash-handling and safekeeping procedures.

Health, Safety, and Facilities Management

20. Ensure compliance with OSH standards and food safety regulations.

21. Oversee maintenance and repair schedules for equipment and facilities.

22. Manage service contracts and preventive maintenance schedules.

Sales and Marketing Support

23. Collaborate with the marketing team to plan and execute promotional campaigns.

24. Evaluate the effectiveness of marketing initiatives and suggest adjustments.

25. Support the development of local area marketing plans.

Profit Management

26. Monitor costs and propose strategies to improve profit margins.

27. Review financial performance through P&L reports and audits.

28. Conduct periodic audits of cashiering and cash-handling processes.

Business Development and Strategic Planning

29. Lead initiatives to monitor and support store performance through different growth stages.

30. Collaborate in bi-annual strategic planning sessions.

31. Propose new store expansions and strategic projects.

Report Generation

32. Prepare and submit daily/weekly sales reports.

33. Oversee the generation of monthly P&L statements.

34. Monitor inventory reports, labor reports, and financial forecasts.

35. Ensure the timely submission of QSC, health and safety, and store visit reports.

36. Review and act on customer feedback and complaint reports.