Operations Branch Manager

Client of Business Lobby

The Operations Branch Manager is responsible for the full operational leadership of the company s flagship branch, a high-volume, iconic sweet shop that includes a restaurant, showroom, and delivery/takeaway services. This is a critical and highly visible role, representing the owners and ensuring excellence across all customer touchpoints.

Responsibilities

Operational Leadership

• Oversee daily operations across restaurant, showroom, delivery, and takeaway.
• Manage opening and closing procedures with complete accountability.
• Ensure all teams follow SOPs, hygiene protocols, and service standards.
• Approve par levels, production orders, and all daily operational requirements.
• Conduct random spot checks on expiry dates, food quality, cleanliness, and storage.
• Validate daily sales reports and ensure accuracy before submitting to management.
• Supervise and enforce discount policies to maintain compliance and control misuse.
• Assign tasks and responsibilities to supervisors and team members to optimize workflow.

People Management & Discipline

• Lead, motivate, and manage a large team of 180+ employees.
• Maintain discipline and enforce company rules and policies professionally.
• Implement corrective actions when necessary and follow performance management procedures.
• Resolve conflicts promptly, objectively, and constructively.
• Create a friendly, positive work environment that supports teamwork and professionalism.
• Train and onboard new employees, ensuring they are aligned with standards and expectations.

Customer & Owner Relations

• Represent the owners with professionalism, charisma, and high emotional intelligence.
• Handle VIP clients and general customer concerns with tact and diplomacy.
• Ensure consistent delivery of an exceptional customer experience.

Quality, Compliance & Food Safety

• Uphold all food safety standards and ensure full compliance with hygiene regulations.
• Perform daily quality checks on products, display, and service delivery.
• Ensure readiness for internal and external audits.

Inventory & Financial Oversight

• Oversee inventory accuracy, waste control, and stock levels.
• Approve purchase orders and maintain efficient cost controls.
• Monitor financial performance indicators linked to operations.

Performance Monitoring & Reporting

• Provide regular operational updates to the Chairperson.
• Track KPIs related to sales, customer satisfaction, staffing, and service quality.
• Recommend improvements to support branch performance and customer experience.

Qualifications

• Minimum 4 years of F&B management experience (restaurants, caf s, patisseries, or hospitality).
• Strong operational background with the ability to manage high-volume, multi-department functions.
• Excellent communication skills, charisma, and customer-orientation.
• Ability to manage diverse personalities and build strong relationships with employees, clients, and owners.
• Skilled in leadership, discipline management, conflict resolution, and team development.
• Strong understanding of food safety, SOPs, inventory, and financial controls.

Character Requirements

• Charismatic, well-presented, and emotionally intelligent.
• Calm under pressure and highly responsible.
• Disciplined, dependable, and trustworthy.
• Comfortable managing a demanding schedule and high client expectations.