Commercial Operations Manager - Newlands East at Pedros Flame Grilled Chicken

DUTIES AND RESPONSIBILITIES:

• The Operations Manager will be responsible for the seamless management and coordination of day-to-day operations for the Call Centre, Own Delivery, and 3rd Party Delivery services. This role requires a strategic thinker with strong analytical skills and an in-depth understanding of the QSR franchising business model
• The successful candidate will ensure efficient and effective operations while maintaining close relationships with strategic service providers and partners to optimise the operational performance across the brand

Call Centre Operations:

• Oversee the daily operations of the call centre
• Ensure customer inquiries and orders are handled efficiently
• Implement strategies to improve customer service and call centre efficiency
• Manage and train call centre staff

Own Delivery Operations:

• Manage the company's delivery fleet and operations
• Develop and implement delivery schedules to optimize efficiency
• Ensure timely and accurate delivery of orders
• Monitor and improve delivery performance metrics

3rd Party Delivery Operations:

• Coordinate with third-party delivery service providers
• Monitor and evaluate the performance of third-party services
• Ensure compliance with company standards and policies
• Resolve any issues related to third-party deliveries

Collaboration with Service Providers:

• Maintain strong working relationships with service providers such as Yumbi, Data Smith, Mr. D, Uber, and Lularides
• Negotiate contracts and agreements with service providers
• Coordinate integration of service provider platforms with the company’s systems

Financial Analysis and Reporting:

• Analyze labour costs and prepare financial reports
• Submit income statements and operating cost reports for the call centre
• Develop and manage budgets for call centre and delivery operations
• Identify cost-saving opportunities and implement cost control measures

Strategic Planning and Execution:

• Develop and implement operational strategies to enhance service delivery
• Monitor industry trends and adapt strategies accordingly
• Lead projects to improve operational efficiency and customer satisfaction

Compliance and Quality Assurance:

• Ensure compliance with all relevant laws, regulations, and company policies
• Implement quality assurance processes to maintain high standards of service

REQUIREMENTS: 

• Higher certificate or diploma in Business Administration, Operations Management, or a related field
• Minimum of 3 years’ experience in operations management, preferably in the QSR industry- Advantageous
• Minimum of 2 years’ experience in external relationship management or client relations
• Must be experienced in dealing with and resolving issues with irate customers
• Strong analytical skills and proficiency in financial analysis
• Strong understanding of the QSR franchising business model
• Excellent leadership, communication, and interpersonal skills
• Proven ability to manage multiple projects and meet deadlines
• Ability to work collaboratively with internal teams and external service providers
• Problem-solving mindset with a focus on continuous improvement
• Highly proficient in MS Excel, PowerPoint and Teams
• Experience with CRM and call centre management
• Own vehicle, with ability to travel to various store locations
• Willingness to work long hours aligned to business trading hours, and be available on weekends to attend to emergencies, and support the team during peak trading hours