Catering Operation Manager

Posted: posted 3 days ago

Job Description

JOB DESCRIPTION OPERATIONS MANAGER DEPARTMENT

Operations REPORTS TO : Management (Principal / Owner)

DIRECTLY MANAGES: Area Managers, Central Kitchen Manager, Outlet Head Chefs FUNCTIONAL OVERSIGHT:

All operational staff company-wide (approx. 200 employees, 15 branches + Central Kitchen + Virtual Brands)

LOCATION: Company-wide / Field ROLE OVERVIEW The Operations Manager is the most senior operational authority in the company, sitting directly below the Principal. This role carries full accountability for the operational performance, people management, compliance, cost discipline, and expansion execution of the entire business — across all branches, virtual brands, and the Central Kitchen. This is not a desk role. The Operations Manager is expected to be highly visible across the business, deeply embedded in day-to-day reality, and uncompromising in enforcing standards. The individual in this role must command the respect of a large, diverse workforce, navigate complex people dynamics with authority and professionalism, lead the opening of new outlets, and represent the company credibly in external negotiations. We are looking for someone with extensive multi-unit F&B operations experience, a strong and disciplined personal presence, and the commercial and interpersonal toughness to hold a rapidly expanding company to a consistently high standard. This role demands decision-making under pressure, zero tolerance for complacency, and the ability to develop the management layer while personally driving accountability throughout the organisation.

KEY RESPONSIBILITIES

1. COMPANY-WIDE OPERATIONAL LEADERSHIP (NON-NEGOTIABLE) • Hold overall accountability for the operational performance of all branches, virtual brands, and the Central Kitchen. • Build, enforce, and continuously improve the company's operational framework, SOPs, and standards across all channels. • Conduct regular operational reviews at outlet and company level; hold all reporting managers accountable to agreed KPIs. • Act as the primary operational escalation point for all management-level issues across the business. • Ensure all outlets and the Central Kitchen are inspection-ready, brand-compliant, and operationally sound at all times.

2. MANAGING THE MANAGEMENT LAYER • Directly manage all Area Managers, the Central Kitchen Manager, and outlet Head Chefs. • Set clear performance expectations, conduct structured performance reviews, and take prompt corrective action where standards are not met. • Identify capability gaps in the management team and develop individuals through coaching, mentoring, and accountability. • Ensure Area Managers are active, visible, and effective in managing their respective outlet clusters. • Escalate persistent underperformance and conduct issues to Management with full documentation and a recommended course of action. • Build a management culture characterised by discipline, ownership, and intolerance of mediocrity.

3. NEW OUTLET OPENINGS & EXPANSION • Own the end-to-end operational process for all new outlet openings, from pre-opening planning through to soft launch, hard launch, and handover to steady-state operations. • Develop and execute pre-opening checklists covering staffing, equipment, training, supply chain, systems, and compliance. • Coordinate across Management, CD&T, Central Kitchen, HR, and third-party contractors to ensure openings are delivered on time and to standard. • Establish operational standards and systems for new virtual brands prior to launch. • Conduct post-opening reviews and ensure corrective actions are implemented before the outlet is considered fully stable.

4. EXTERNAL NEGOTIATIONS & THIRD-PARTY MANAGEMENT • Lead or support negotiations with external parties including suppliers, landlords, aggregators (Talabat, Deliveroo, Careem, etc.), service providers, and regulatory bodies. • Manage ongoing relationships with key external stakeholders to protect the company's operational and commercial interests. • Ensure all third-party agreements are operationally sound and that the company is not exposed to unfavourable terms through neglect or poor negotiation. • Represent the company professionally and assertively in all external engagements.

5. PEOPLE MANAGEMENT, DISCIPLINE & EMPLOYEE RELATIONS (NON-NEGOTIABLE) • Handle all escalated employee issues, disciplinary proceedings, and conduct matters with firmness, consistency, and professionalism. • Build and sustain a culture of accountability, discipline, and respect across a workforce of approximately 200 employees. • Ensure company policies are applied fairly and consistently across all outlets and departments — no exceptions for senior staff. • Intervene decisively on team dynamics, interpersonal conflicts, and performance issues before they damage outlet operations or team morale. • Work with Management on workforce planning, hiring decisions, and staff retention strategies. • Be the person the management team can bring their hardest people problems to, and leave with a clear plan of action.

6. COST CONTROL & COMMERCIAL PERFORMANCE • Drive operational cost efficiency across all outlets, identifying and addressing overruns, waste, and underperformance. • Ensure all outlet managers understand and are accountable for their cost and revenue performance. • Work with Finance and Cost Control on operational P&L review, variance analysis, and corrective planning. • Challenge complacency around costs at every level of the operation — from outlet-level food cost to company-wide labour efficiency. • Provide Management with clear, honest operational performance reporting and a frank assessment of where the business is falling short.

7. STANDARDS, COMPLIANCE & FOOD SAFETY (NON-NEGOTIABLE) • Ensure all outlets and the Central Kitchen maintain food safety, hygiene, and operational compliance standards at all times. • Commission and oversee regular operational audits; ensure corrective actions are implemented with urgency and tracked to completion. • Maintain zero tolerance for food safety violations, hygiene failures, and regulatory non-compliance. • Ensure inspection readiness is a permanent operational state, not a reactive exercise before known visits.

8. SYSTEMS, REPORTING & OPERATIONAL DATA • Establish and manage the company's operational reporting framework — KPIs, dashboards, and weekly/monthly performance reviews. • Ensure accurate, timely reporting of operational data (production, sales, stock, staffing) to Management. • Identify operational trends, flag risks early, and drive continuous improvement based on data and field observation. • Ensure all operational systems (POS, production, inventory) are used correctly and consistently across the business.

9. COORDINATION & CROSS-FUNCTIONAL COLLABORATION • Work in close coordination with the CD&T Head Chef on new menu launches, training rollouts, and recipe handover to production. • Coordinate with the Central Kitchen Manager to ensure production output supports outlet and delivery demand. • Work with Supply Chain and Finance on procurement, inventory, and cost management. • Coordinate with HR and Management on all people-related matters. • Attend Management reviews and present operational performance, key issues, and forward plans clearly and concisely. NON-NEGOTIABLES • Operational standards across all outlets and the Central Kitchen — no outlet is exempt. • People issues are handled, not deferred. Escalated promptly when escalation is required. • Food safety and compliance are maintained as permanent standards, not periodic efforts. • Management receives honest, timely, and accurate operational performance reporting at all times. • All new outlet openings and virtual brand launches follow the approved pre-opening process without shortcuts. CANDIDATE PROFILE The right person for this role has: • Extensive multi-unit F&B operations experience, ideally in a multi-cuisine or franchise environment with 10+ outlets. • A proven track record of managing and developing a management team (Area Managers or equivalent). • Direct experience opening new outlets from pre-opening through to steady-state handover. • A strong, authoritative personal presence — someone who commands respect naturally, not through volume. • Exceptional people management ability: the toughness to make and enforce hard decisions, and the emotional intelligence to bring people with them. • Commercial discipline — cost-literate, P&L-aware, and unafraid to challenge performance. • Experience negotiating with external parties (suppliers, landlords, aggregators) and representing a company's interests. • Fluency in operational systems, KPI frameworks, and performance reporting. • High personal standards and the expectation that everyone around them meets them too. ACCOUNTABILITY The Operations Manager is accountable for the operational performance, compliance, people management, cost discipline, and expansion execution of the entire company. Failure in any outlet, the Central Kitchen, or across the virtual brand portfolio is a failure of this role — regardless of who was on shift, who dropped the ball, or what excuses are offered. This role requires someone who accepts that standard fully, and who builds systems, develops teams, and enforces standards with enough discipline that outcomes are consistent whether or not they are physically present.