Group Operations Manager
Star Corporation
Total years of experience :21 years, 6 Months
Leopold’s of London / Smoking Doll / Wild Fire New York:
Multi brand management. Efficiently managing the performance of the Restaurant Team as well as key Head Office departments such as IT, Customer Care, Home Delivery, Marketing, Catering & Events, Purchasing and Warehouse. Created and implemented an effective Performance Management programme across the group. Gained successful leadership over financial reporting systems and comprised the annual budgets for the group by closely considering the departmental budgets. Key player in the creation of companywide and brand specific SOPs and training modules. Collaborated with the development of the Franchise Manual. Actively involved in the recruitment process. Continuous efforts in successful management of operations strategy and procedures.
As Head of Operations I am managing all areas and aspects of the business which include, but are not limited to, the following: Setting financial targets, establishing cost control and inventory management plan. Presenting yearly budget to the board for approval and ensuring all departments work within a budget. It is essential I see to it that we adhere to legal requirements in each department.
Great focus on pro-actively developing the team, initiating training strategies and processes and introducing hands on management style. Ensuring HR procedures are in place and followed and establishing and setting a process for successful recruitment
Developing Brand SOPs.
Identifying new sites and working through feasibilities and completing store feasibilities to determine site success potential.
Working closely with design & project team to approve concept plans and store design.
Developing, reviewing and reporting on operations strategy.
Monitoring market trends.
Oversea marketing.
Product development and menu development.
An essential part of my role is focusing on continually raising the bar on customer service standards, on introducing means of boosting the team morale and injecting passion, fun and enthusiasm into the brand to ensure its success.
DISTRICT MANAGER - STARBUCKS
Managed up to 18 Starbucks stores across Dubai. Successfully driving year on year sales and targets, controlling costs and maximising profit.
Effectively developed management team and staff through succession planning, controlling team training & providing team with a stimulating & supportive environment.
Drove team performance. Maintained and increased high standards of customer service. Ensuring quality assurance and adhering to all aspects of company audit and SOPs.
Delivering operational excellence as measured by internal and external operational tools.
AREA MANAGER - PINKBERRY
Successfully opened 8 stores across the Middle East (UAE, Qatar, Bahrain & Kuwait)
Effectively set up the pre-opening of 16 Pinkberry stores: UAE, Bahrain, Qatar, Kuwait, Egypt, KSA & Oman.
Strategically identified potential sites for new stores.
Effectively recruited +300 people within the Middle East and overseas. Devised training plans and schedules for all members of the team and facilitated various workshops as well as delivering in store training, coaching and support.
Established a strong working relationship with Pinkberry corporate.
Maximising Sales and Profitability.
Managed 8 Pinkberry stores (150+ staff) across Kuwait, Bahrain, Qatar & UAE as well as new store openings.
Responsible for recruitment, preparing, creating and delivering training documents. Ensured all aspects of Health & Safety adhered to. Completed inventory and compiled stock reports to evaluate P&L. Created databases for staff documents and supplier information; processed invoices, completed schedules, ensured provision of excellent customer service and branding standards were consistently met. As well as managing day to day operational needs of the restaurant and running service.
Assistant Manager As part of the pre-opening team I recruited all front of house team, provided inductions for all and wrote and delivered various training classes prior to opening. I set up the back office systems as well as other pre opening tasks of this new restaurant which demanded an extremely high level of professionalism. Post launch, managed daily operations, driving sales and customer satisfaction.
Initially employed as a waitress; I was soon the in store trainer for all front of house team. Made progress to become the back of house trainer and then area support trainer, going between stores to deliver training materials to new joiners and roll out new products to existing team. I also supervised daily operations and customer satisfaction within the store.
Early Years Education and Childcare