Manager - Operations

• Oversee day-to-day operations across all Waffle Up outlets to ensure smooth, efficient, and consistent service.
• Work closely with Operation Managers to maintain brand standards, quality control, cleanliness, and customer satisfaction.
• Monitor sales performance, cost management, inventory control, and wastage reduction strategies.
• Lead and develop outlet teams through structured training, SOP implementation, performance management, and motivation.
• Ensure compliance with food safety, hygiene, and operational SOPs across all outlets.
• Coordinate with Supply Chain, HR, Finance, Marketing, and Central Kitchen teams for operational alignment.
• Support new outlet setups, team onboarding, and expansion projects.
• Drive operational innovation, process improvements, and customer experience enhancements.
• Manage reporting, audits, weekly/monthly reviews, and operational KPIs.

Key Responsibilities:

• Outlet Operations & Daily Execution:
  • Ensure seamless, high-quality execution of daily operations across all outlets.
  • Enforce Standard Operating Procedures (SOPs) regarding food preparation, quality control, and customer service.
  • Conduct regular branch visits to monitor operational performance and resolve on-ground challenges immediately.
• Food Safety, Sanitation & Quality Control:
  • Implement, monitor, and enforce strict Food Safety and Sanitation Standards (including HACCP/ISO/local health regulation protocols) across all kitchens and service areas.
  • Conduct routine hygiene audits and sanitation inspections across outlets to ensure 100% compliance.
  • Ensure strict adherence to brand recipes to maintain consistent taste, portion sizes, product safety, and presentation.
• Training & Staff Development:
  • Design and execute comprehensive Training & Development programs for outlet managers, chefs, and front-of-house staff.
  • Train staff regularly on food safety, personal hygiene, sanitation standards, customer service, and operational efficiency.
  • Mentor team members, identify growth potential, and build a culture of continuous learning and operational excellence.
• Inventory & Supply Chain Management:
  • Monitor raw material and packaging inventory to ensure timely procurement and prevent stockouts.
  • Implement controls to minimize food wastage, spoilage, and operational loss.
  • Maintain strong relationships with vendors and suppliers to secure quality ingredients at competitive rates.
• Sales Growth & Customer Experience:
  • Implement actionable plans to achieve and exceed monthly sales targets for each branch.
  • Monitor customer feedback, addressing queries or complaints promptly and professionally.
  • Manage operations and performance across online food delivery partner platforms.
• Finance & Reporting:
  • Prepare and present daily, weekly, and monthly sales, expenditure, wastage, and safety audit reports to executive management.
  • Manage operational budgets and maintain cost-control measures across all branches.

Work Hours & Shift Acknowledgment:

• • Work Schedule: The candidate must acknowledge and adapt to operational shifts, extended hours, weekends, and holiday schedules aligned with restaurant business hours and company policy.