Loob Holding Hiring! Full Time Head of Operations (Tealive) in Selangor - Ricebowl

The Head of Operations leads Tealive's brand operations and is accountable for all outlet performance, driving sales and profitability, ensuring quality, food safety and customer experience, and building a scalable operations team to support growth.

Key Responsibilities

1. Operational Strategy & Leadership

• Develop operational plans aligned with the brand’s commercial and growth objectives.
• Set clear outlet targets and hold regional and area teams accountable for results.
• Build a culture of ownership and continuous improvement.

2. Outlet Operations Excellence

• Oversee daily operations, ensuring consistent brand standards, SOPs and service.
• Improve workflows, staffing and service speed across outlets.
• Ensure smooth execution of product launches and campaigns, and resolve operational issues.

3. Sales & Financial Performance

• Own outlet sales, margins and profit and loss (P&L) performance.
• Manage budgets, forecasts and costs, including labour, inventory and wastage.
• Drive sales initiatives and turnaround plans for underperforming outlets.

4. Quality, Food Safety & Compliance

• Maintain product quality, hygiene, food safety, Halal and regulatory compliance.
• Oversee outlet audits, corrective actions, licences and certifications.
• Work with Quality Assurance to manage quality and food safety incidents.

5. Customer Experience

• Uphold consistent service standards across all outlets.
• Use customer feedback to improve service and satisfaction.
• Ensure timely and fair resolution of customer complaints.

6. New Outlet Openings & Network Development

• Lead opening readiness, including staffing, training, equipment and stock.
• Work with relevant teams on outlet locations, layouts and renovations.
• Recommend relocations, refurbishments or closures based on outlet performance.

7. People Leadership & Development

• Lead workforce planning and productivity across the outlet network.
• Coach operations leaders and work with HR to recruit, train and develop talent.
• Strengthen succession planning, team engagement and retention.

8. Collaboration & Reporting

• Partner with Marketing, Product Development, Supply Chain, Finance, HR, IT/Digital and Quality Assurance to deliver brand priorities at outlet level.
• Work with Supply Chain to ensure reliable stock availability, accurate ordering and minimal wastage across outlets.
• Provide regular reports and insights to the Director/Senior Management on operational performance, risks and opportunities.
• Represent Operations in management meetings and support Senior Management in strategic decisions on brand growth and outlet operations.

Requirements

• Bachelor’s degree in Business, Hospitality, Food Service or a related field.
• Minimum 10–12 years’ experience in F&B, quick-service restaurants or retail operations, including at least 5 years in senior leadership overseeing multiple outlets.
• Proven experience managing a large company-owned outlet network with full P&L accountability.
• Strong commercial, analytical, leadership and stakeholder management skills.
• Knowledge of Malaysian food safety, hygiene, Halal and regulatory requirements.
• Fluent in written and spoken English and Bahasa Malaysia.
• Hands-on, decisive and comfortable working in a fast-paced environment.
• Proficient in point-of-sale (POS), reporting and digital operations tools.
• Must possess your own vehicle and be able to travel extensively nationwide.