Operations Support (BSO289)

Ensure Operational Excellence in all stores. Must be able to identify training and development requirement through conducting training needs analysis, skills gap analysis, and then consult with the relevant business unit to design and develop required learning programmes. Ensures staff's understanding of the brand and is a brand ambassador. Conducts induction, orientation, and in-store trainings of new and existing staff. Supports Junior Management on store-level with product, quality, training, and inventory.,

• Ensure Operational Excellence in line with IGNITE


• Ensure all stores are adequately staffed to deliver 100% customer service


• Ensure audits of all stores in assigned areas, including preparation for EHO inspections


• Respond to and follow-up on all customer complaints in assigned areas


• Visit stores in assigned areas according to an organized work schedule


• Ensure that all staff is trained on correct procedures and product


• Ensure all stores practice correct food safety and sanitation procedures


• Ensure all stores in assigned areas achieve the requisite pass on all audits (IGNITE) - Follow ups to be duly conducted for failed audits in the applicable stores, within set time-frames


• Together with Store Management draft action plans based on audit results (IGNITE) and ensure effective execution


• Directs the compliance of workers with established company policies, procedures, and standards (e.g. safekeeping of company funds and property, personnel and grievance practices, adherence to policies governing acceptance and processing of customer credit card charges etc.)


• Identify, plan, implement and monitor personal development (growth/career path) of staff


Training

• Manage and implement overall training of store staff


• Ensure all are trained on all training programmes and operational processes


• Conduct Training needs analysis to Identify staff development areas and schedule relevant training to address these needs.


• New menu training coordination, including cheat sheets, production chart, product manual/recipe manual updates where necessary.



• Induction of all new staff, managers


• Conduct store training, assessment and sign-off for all new Managers


• Assist Store Manager with training, assessment and sign-off of all new crew


• Identify training needs of staff, through performance reviews and training Needs Analysis in order to recommend suitable development interventions to address all skills gaps identified


• Responsible for maintaining training standards, meeting prescribed training timelines to ensure continuous improvement of store operations


• Facilitate learning by conducting training that motivates, builds competencies and improves individual learner's performance


• Maintains a calm demeanor during periods of high volume or unusual events to keep the store operating to a high standard - thereby instilling this attitude in leaners to set a positive example


• Anticipate customer needs and store training requirements by constantly evaluating the environment and customer feedback


• Communicate any operational inconsistencies to the store manager in order for the team to respond as necessary regarding customer orders


• Ensure employees follow the company's operational policies and procedures at all times


• Conduct store visits to follow up on trainees after sign-off


• Assess all crew in the region and provide refresher training, as and when needed.


• Assist all new store openings for the Kauai brand


• Train all managers on new menu, operational programmes and initiatives


• Train and sign off of all Managers and staff promotions


Design, develop and review learning programmes and learning materials

• Design in store and on the job learning programmes that are fit for purpose and meet training requirements together with relevant department and subject matter expert.


• Research content of learning programmes and other learning interventions in consultation with subject matter expert, where applicable


• Ensure all new Training Material is communicated and implemented on store level


• Assist with developing and implementing specialist development programmes


Facilitate learning programmes

• Facilitate learning programmes and training interventions in line with the required programme standards


• Motivate and inspire learners by using appropriate learning resources


• Ensure that facilitation contributes to the development of concepts through participation and provides opportunities to practice and consolidate learning


• Manage groups in line with best practice facilitation principles and in a manner that maximises the strengths of group learning while recognising the needs and requirements of individual learners


• Select and use facilitation methods that are appropriate to the audience and the agreed learning outcomes


• Assist with the scoping, designing, developing and facilitating of project interventions


Training administration

• Complete training registers


• Keep updated records of all training concluded to be submitted to HO


• Support training processes by conducting assessments, quality assurance and auditing activities


• Assist with selecting and co-ordinating external training and development programmes


• Assist with co-ordinating and scheduling of training programmes in line with the approved training plan


• Schedule learning programmes and book training venues when required


Project managing training initiatives and other ad hoc projects

• Assist with the roll out and implementation of new policies and procedures when required


• Facilitate any other training and development intervention, either soft skills or technical courses as the business requires, in line with the approved training plan



• Identifies priority STORES through IGNITE


• Coaches the manager to improve store performance


• Protects the Kauai brand to ensure stores meet company QSC, safety and sanitation standards, through completion of IGNITE and training audits


• Consults and is accountable for working shoulder-to-shoulder with each manager to improve the results of store systems (scheduling, ordering, training, planned maintenance, etc.) to create and accomplish long-term store objectives


• Assists the managers to ensure appropriate staffing exists to build the business


• Compile actions plans based on Audit results.


Additional Tasks

• You will be required to identify areas of concern and develop and recommend action plans to address these areas and improve the current processes.


• Training / Correcting Areas of concern identified in store with Management/Crew


• The role also includes information gathering, analysis and presentation.


• You will also support and be actively involved in improving and maintaining a safe working environment by ensuring that team members and employees are fully aware and comply with all Health and Safety standards, company and legal requirements.


• Conduct assigned audit engagements successfully from beginning to end in line with the requirements (Product, processes, Look and Feel of stores, Staff, QA, Health, and Safety)


• Identify and communicate issues raised to EXCO and the relevant Operations team, offering recommended solutions relevant to the business and risk.


• Ensure audit conclusions are based on a complete understanding of the process, circumstances, and risk.


• Develop audit programs and testing procedures relevant to the needs of the business.


• Obtain and review evidence ensuring audit conclusions are well-documented and submit monthly reports


• Analyzing product quality in store by tasting products when needed


• Liaison with suppliers regarding product, alternatives, shortages, and quality of items received. Analysis of crop reports and in-season produce, sourcing of cheaper product that would allow for savings


• Understanding of Oracle Inventory system and ensuring store managers follow correct procedures during ordering, receiving and store Inventory. Training and supporting staff with Oracle system


• Input of stock onto system where necessary, identifying stock shortages and following up with managers on variances. Ability to produce a COGS report based on stock input for the week
  
  Ability to observe and understand business processes ensuring processes are documented completely and accurately.


• Ability to apply audit standards through practical application.


• Proactive in researching business best practice concepts in order to apply as appropriate.


• Solid listening skills and ability to identify gaps in logic - should be inquisitive


• Strong organization and follow up skills including the ability to handle competing priorities and meet all deadlines and commitments.


• Solid understanding and ability to apply risk and control concepts; ability to identify underlying cause of an issue.