Director of Operations
Yum! Restaurants International
Total years of experience :27 years, 2 Months
(Pizza Hut France Brand) Full Service and Home Service Delivery Concepts: Equity Sales €95M; 130 Stores (Restaurants and Delivery Units); 3, 500 team members.
- Significantly turned-over sales trend from -10/-12% to +3/4% across total business.
- Reduced key lines on P&L (COL, COS, Semis) by 2 to 3% across total business.
- Re-built a team of new talent at all levels of the organization (Managers; Area Coaches; Region Directors) and set up a new multi-channel (Full Service and Delivery) operating model and structure.
- Piloted new ‘Enhanced Dine-In’ business model for Yum! Restaurants International and defined standards for today’s successful ‘’second set’’ economic proposition for Pizza Hut Franchisees worldwide.
- Launched, consolidated and embedded the strong Yum! Values and Culture at all levels of the organization, particularly measured at store level, setting the foundations for cultural alignment with business strategy.
- Drove cultural change by focusing on quality performance monitoring and service standards programs, significantly reducing team member turnover and Customer complaints, while increasing team member satisfaction and skills levels.
- Set the vision and Operations plans for a successful re-franchising process of Pizza Hut France market.
(Pizza Hut-KFC-Taco Bell Brands): Franchise System sales Franchise System Sales $1.4 B; 1000+ Stores, covering 26 countries; 70 to 110 new stores opening p.a.; 100+ Franchise Partners; 60 team members; intense traveling required (60% of time spent in markets).
- Pioneered a new unique HR vision (through Operations expertise) in the most complex and challenging Business Unit at YRI.
- Set up the HR function to support Franchise Partners Businesses and Operations and re-launched flawless HR processes within EFBU team.
- Re-built team (5 HR specialists) and strengthened HR participation as business partner and valued adviser on Europe strategic initiatives for business.
- Beef-up structure for accelerated growth, fully staffed offices in Geneva, Warsaw, Luxembourg, Madrid and Moscow and raised level of talent in Europe (50 new recruits).
- Improved organizational effectiveness by switching from Regional to Functional Structure and re-designing Ops-Marketing-Development.
- Succeeded in building HR teams/implementing Yum! Programs at all our key large Franchise Partners, particularly Russia.
(Pizza Hut/KFC/Taco Bell Brands) Equity + Franchise Sales $1.1B; 2, 500+ Stores; 5 Equity Markets +140 Franchise Partners (21 markets); intense traveling required (60% of time spent in markets).
- Reshaped strategy for training, restructured job roles and developed a Europe training team with new talent.
- Rolled out management and team members training programs in 21 markets.
- Successfully piloted and promoted Yum! brand new training management curriculum in Europe (launched since and cornerstone of current training programs at Yum! today.
- Established structured pan-European Forum and Conferences for team of 18 Training Managers, promoting Best Practice Sharing for bigger impact of Training function on business
(Pizza Hut Brand) Equity + Franchise Sales FFR 100M;55 Stores; 1, 500 team members.
- Created structure and team for Spizza 30’ Training and Recruitment Center.
- Recruited, trained, developed and engaged 120 Assistants and Store Managers.
- Designed and embedded Management Training Program (curriculum from Trainee to Senior Store Manager).
- Led strategic conversion of 56 Spizza 30’ stores (record time of 3 months) following joint-venture with Pizza Hut, including training of all teams on new standards of Operations, products, service, finance, IT and admin.
Defined Standards of Quality of Service for retail businesses such as Quick Hamburger Restaurants; Eliance Airports Restaurants, Galeries Lafayette, F.N.A.C./recruited and trained Customer Oriented Talent/measured impact on Customer Satisfaction (barometers).
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