Operations Director – Franchise / F&B

Job Summary

The Operations Director – Franchise / F&B is responsible for providing strategic and operational leadership across the company's franchised restaurant portfolio. This role ensures operational excellence, brand compliance, financial performance, and consistent guest experience across all locations.

The position acts as the primary operational liaison with brand owners and franchisors, ensuring alignment with brand standards, audit requirements, and long‑term growth strategies, while driving efficiency, profitability, and strong health, safety, and hygiene governance.

Key Responsibilities

1. Strategic Operations Leadership

• Define and execute the overall operations strategy for all franchised F&B brands.
• Translate business objectives into operational plans and measurable KPIs.
• Drive continuous improvement initiatives across service, cost, and productivity.

2. Franchise & Brand Relationship Management

• Serve as the senior operational point of contact with franchisors and brand owners.
• Attend and lead brand review meetings, performance discussions, and audits.
• Ensure full compliance with franchise agreements, brand standards, and rollout of new initiatives.
• Lead operational readiness for new store openings, brand launches, and concept expansions.

3. Multi‑Unit Performance Management

• Oversee operational performance across all stores through Regional / Senior Operations Managers.
• Monitor KPIs including sales growth, labor productivity, food cost, guest satisfaction, and audit scores.
• Identify underperforming locations and lead turnaround strategies.

4. Financial & Commercial Oversight

• Own operational contribution to P&L performance across the restaurant portfolio.
• Partner with Finance on budgeting, forecasting, and cost control initiatives.
• Drive margin improvement through waste reduction, labor optimization, and process efficiency.

5. Health, Safety & Hygiene Governance

• Establish and enforce company‑wide food safety, health, and hygiene standards.
• Ensure full compliance with HACCP, local authority regulations, and franchisor requirements.
• Lead internal audits, external inspections, and corrective action plans.
• Act as escalation authority during food safety incidents or public health risks.

6. Standards, SOPs & Compliance

• Develop, implement, and continuously improve SOPs and operational manuals.
• Ensure consistent execution of standards across all brands and locations.
• Oversee compliance with labor laws, safety regulations, and internal policies.

7. Leadership, Talent & Culture

• Lead, coach, and develop senior operations leaders.
• Build a strong leadership pipeline across operations.
• Foster a performance‑driven, compliance‑focused, and guest‑centric culture.
• Partner with HR on succession planning, training frameworks, and capability development.

8. Customer Experience Excellence

• Own the end‑to‑end guest experience strategy across all franchised brands.
• Analyze customer feedback and operational data to drive service improvements.
• Ensure consistent brand promise delivery at every customer touchpoint.

9. Risk & Crisis Management

• Develop and oversee contingency and crisis management plans.
• Lead response to operational disruptions, health incidents, or brand‑related risks.
• Ensure business continuity and brand protection at all times.

10. Reporting & Executive Communication

• Provide regular performance reporting to executive leadership.
• Present operational insights, risks, and recommendations at board and senior leadership meetings.
• Ensure transparency and data‑driven decision‑making across operations.

Qualifications & Experience

• Bachelor's degree in Business Management, Hospitality, or related field.
• 10–15+ years of multi‑unit F&B or franchise operations experience.
• Proven experience at Senior Operations Manager, Regional Manager, or Director level.
• Strong exposure to franchisor relationships and brand governance.
• Solid financial acumen with P&L ownership experience.

Key Competencies

• Strategic thinking and execution
• Franchise and stakeholder management
• Strong leadership and people development
• Operational excellence and audit discipline
• Financial and commercial mindset
• Crisis and risk management
• Communication and influence at executive level