Regional Area Coach

Our client is looking for a Regional Area Coach to join their team. Responsible for leading the Region by ensuring that all employees are focused on exceeding customer expectations for service, quality, cleanliness and values. Managing cost controls in accordance with company policy and procedures, directing the activities of employees in meeting targets placed on controllables, maximizing sales, operating efficiency and profitability. 

Responsibilities:

• Drive and lead operational initiatives to achieve targeted sales growth and meet budgeted objectives.

• Collaborate with cross-functional teams to develop and implement strategic plans aligned with organizational goals.

• Analyse market trends, customer feedback, and competition to identify opportunities for business growth.

• Establish and maintain key performance indicators (KPIs) to measure the success of operational efforts

• Oversee the management of expenses in line with the allocated budget, ensuring cost-effectiveness and efficiency.

• Analyse financial data to identify areas for cost savings and implement strategies to optimize margins.

• Proactively manage and address gaps in the budget, implementing corrective actions to ensure financial targets are met.

• Collaborate with finance and accounting teams to provide accurate and timely financial reports.

• Monitor and manage stock losses to align with the business's tolerance of 0.4% negative stock.

• Implement effective inventory control measures to minimize stockouts and overstocks, ensuring optimal stock levels.

• Develop and implement strategies to mitigate the impact of unaccounted variances & damages

• In Store Operations ROCC audits results

• Conduct regular ROCC audits to ensure compliance with operational standards and protocols.

• Analyse audit results to identify areas for improvement and implement corrective actions.

• Collaborate with cross-functional teams to address issues raised during audits and implement preventive measures.

• Develop and maintain a robust tracking system for audit findings, resolutions, and continuous improvement initiatives.

• Key Deliverables

• Achievement of consistently high ROCC audit scores.

• Implementation of corrective and preventive actions to address audit findings.

• Regular reporting on audit results and improvement initiatives to senior management.

• Maintenance

• Oversee the maintenance of equipment.

• Develop and implement preventive maintenance schedules to minimize downtime.

• Coordinate with maintenance teams to promptly address and resolve any issues affecting operations.

• Evaluate and recommend upgrades or replacements for aging equipment to enhance efficiency and reliability.

• Key Deliverables:

• Reduction in equipment downtime and operational disruptions.

• Implementation of effective preventive maintenance programs.

• Improved reliability and longevity of operational assets.

• Speed of Service

• Monitor and analyse key performance indicators related to speed of service, including order processing time, delivery timelines, and customer wait times.

• Identify bottlenecks and inefficiencies in operational processes that impact speed of service.

• Work closely with operational teams to streamline processes and improve overall efficiency.

• Implement technology solutions and automation where applicable to enhance speed of service.

• Key Deliverables:

• Achievement of targets related to order processing time and delivery timelines.

• Implementation of process improvements resulting in enhanced speed of service.

• Regular reporting on key performance indicators and improvement initiatives to stakeholders.

• Customer satisfaction OSAT

• Conduct regular assessments of OSAT metrics to identify trends and areas for improvement.

• Develop and implement strategies to enhance customer satisfaction throughout the operational workflow.

• Collaborate with customer support, production, and logistics teams to streamline processes and resolve issues affecting OSAT.

• Utilize customer feedback and data analytics to drive continuous improvement in operational efficiency and customer satisfaction.

• Work closely with teams to implement training programs that focus on customer-centric processes.

• Accuracy

• Establish and enforce accuracy benchmarks for all operational processes.

• Conduct regular audits to identify areas of improvement and ensure compliance with accuracy standards.

• Collaborate with relevant teams to implement corrective actions and preventive measures.

• Implement technology-driven solutions to enhance accuracy and reduce errors.

• Provide training and support to operational staff to enhance accuracy in their tasks.

• Taste

• Develop and implement taste testing protocols and standards.

• Collaborate with production teams to ensure that recipes and processes align with taste expectations.

• Conduct regular taste tests and gather feedback from customers to identify opportunities for improvement.

• Work with suppliers to maintain the quality of raw materials and ingredients.

• Implement measures to address any issues related to taste identified through customer feedback or internal testing.

• Customer Complaints (Per 10 000)

• Analyse customer complaint data to identify root causes and trends.

• Develop and implement corrective actions to address recurring issues leading to customer complaints.

• Collaborate with customer support and other relevant teams to resolve complaints in a timely manner.

• Establish and monitor key performance indicators related to customer complaints per 10,000 transactions.

• Implement continuous improvement initiatives to reduce the overall incidence of customer complaints.

• People management Staff Turnover

• Conduct regular analysis of staff turnover metrics and trends.

• Implement and manage effective exit interview processes to gather insights.

• Collaborate with HR to develop and execute retention strategies.

• Identify and address root causes of turnover, such as work environment issues or professional development gaps.

• Create and implement initiatives to improve employee satisfaction and engagement.

• Monitor and evaluate the effectiveness of retention strategies over time.

• Talent Management & Succession

• Collaborate with department heads and HR to identify key roles and critical talent.

• Develop and implement talent management strategies and programs.

• Identify high-potential employees and create individualized development plans.

• Work with leaders to ensure a smooth transition for key roles in succession planning.

• Facilitate training and mentorship programs to groom future leaders.

• Regularly assess and update succession plans based on organizational needs.

Key Skills:

• Leadership Skills:

• Decision-making: Ability to make informed and timely decisions, considering all relevant factors.

• Problem-solving: Capability to analyse complex situations and devise effective solutions.

• Strategic thinking: Capacity to align operational goals with overall organizational objectives.

• Communication Skills:

• Clear communication: Ability to articulate ideas and instructions clearly and concisely.

• Active listening: Capacity to understand and address concerns or feedback from team members.

• Negotiation skills: Ability to negotiate and collaborate with different stakeholders.

• Customer Focus:

• Customer-centric approach: A commitment to understanding and meeting the needs of internal and external customers.

• Quality orientation: A focus on delivering high-quality services or products.

• Collaboration:

• Cross-functional collaboration: Ability to work effectively with teams from different departments.

• Partnership building: Skill in establishing and maintaining positive relationships with internal and external stakeholders.

• Analytical Skills:

• Data-driven decision-making: Capacity to analyse data and use it to inform operational decisions.

• Attention to detail: Ability to notice and address small details that may impact operational efficiency.

• Team Management:

• Motivation: Capability to inspire and motivate team members to achieve common goals.

• Conflict resolution: Skill in resolving conflicts within the team and promoting a positive work environment.

• Delegation: Ability to delegate tasks effectively and empower team members.

• Adaptability:

• Flexibility: Willingness and ability to adapt to changing priorities and environments.

• Resilience: Capacity to handle pressure and setbacks while maintaining a positive attitude.

• Experience in budgeting and forecasting

• Familiarity with business and financial principles

• KFC experience (preferred)

• QSR required

• Knowledge of organizational effectiveness and operations management

Qualifications:

• Degree in Business, Operations Management or related field.

• Proven track record in QSR.