Area Coach - KFC

Job purpose:

To manage, lead and support an area team, and to deliver against the key business indicators as laid out in the Annual Operating Plan and measured against Balance Scorecard targets in the 4 main areas: Teams, Customer and Restaurant Excellence, Sales, Profit.

Responsibilities:

Planning & Organizing

• Works with Store Management to develop restaurant-specific Annual Operating Plans and communicate to the team.
• Sets with the Store Management the monthly restaurant business plan and review monthly.

Sales and Financial Excellence

• Ensures complete and timely execution of corporate & local marketing programs.
• Monitor competitors’ activities and coordinate with operation and marketing managers to keep ahead of competition.
• Keep his Store Management informed of any competitive activity.
• Support the implementation of the marketing plan.
• Support new products launch.
• Audits cash handling procedures to ensure deposits, receipts for cash, change fund, deletes and paid outs are handled appropriately.
• Analyze the operations / P&L to determine deviation from standards and coach the concerned RM to take corrective measures.
• Monitors the operations effectiveness through the Pace Setter.
• Analyzes sales, labor, inventory and controllable on a continual basis and coaches Store Management to take specific corrective action to meet or achieve margin and sales growth targets.
• Coaches and assists Store Management in controlling product, labor, and other controllable expenses in conjunction with the Regional Operations Manager.
• Approves operating expenditures with guidelines for other controllable and inventory.
• Ensures that required audits and controls are in place.

Restaurant Excellence

• Establishes customer service standards for the region, fostering a customer-focused culture by personally resolving significant customer issues and training managers to surpass these standards. Analyses and addresses the root causes of customer complaints, guiding the management team in implementing systematic solutions.
• Collaborates with Store Management to formulate and lead the Rewards and Recognition (R&R) plan for the region. Monitors operational effectiveness using key performance indicators (KPIs) and offers constructive feedback and support. Ensures that all supervised restaurants can meet or exceed GES/ROCC objectives as planned.
• Enforces awareness and understanding of safety and security procedures. Ensures that all restaurant managers under supervision are well-informed about operational changes and new products. Confirms the application of business tools like One Klick, Aloha, and Crunch Time. Maintains oversight of the periodic maintenance schedule.
• Manages the swift and appropriate resolution of all complaints (e.g., health inspections, labor office inspections) in the region, notifying the operation manager of serious matters that may lead to legal action. Embeds a Customer Mania mindset in each restaurant, with Regional General Managers setting the example.
• Implements programs to enhance order accuracy, speed of service, courtesy, and cleanliness, actively coaching and demonstrating team involvement in problem-solving to enhance customer satisfaction.
• identifies and implements process improvements in collaboration with the Regional Operation Manager to boost customer satisfaction and profitability. Promotes the sharing of best practices.

Team Excellence

• Working on the outcomes of the EES within his area by coordination with his/her RGMs, analyses, determine corrective action plan, share the outcomes with the Ops manager.
• Provides input in training needs and training effectiveness.
• Identifies & develops HIPO’s.
• Enforce and support all training & development plans for all staff under his/her supervision.
• Evaluate performance of restaurant management in his area against established targets, implementation plan to improve performance.
• Ensure that restaurant teams understand & apply the safety procedures.
• Investigate labor problems in his area and consult with operation and HRD manager for serious problems/complaints.
• Ensures quality performance appraisals, individual development plans, bench planning.

Qualifications, Experience & Skills:

• Minimum university degree, Tourism & Hotels Management or Business Administration is highly preferable.

Experience:

• Minimum of 5-6 years overall experience, with emphasis on operations in a retail and/or consumer orientated service industry, preferably in multi-outlet food/quick.

Job Specific Skills:

• Good computer skills (Word, Excel, Power Point)
• Good command of English language (reading, writing & speaking)