PositiveLinks Asia Hiring! Full Time Restaurant Operations Centre Manager in Selangor - Ricebowl

Key Responsibilities

• Lead and manage the Restaurant Operations Centre team to provide timely and effective support to all stores
• Ensure restaurants adhere to SOPs, food safety standards, and brand guidelines
• Monitor daily operational performance (sales, service time, order fulfilment, delivery KPIs)
• Identify operational gaps and drive corrective action plans
• Oversee end-to-end issue resolution processes for restaurant-related challenges
• Act as the escalation point for critical operational disruptions impacting business continuity
• Ensure prompt coordination with cross-functional teams (Supply Chain, IT, HR, Finance, Marketing)
• Establish and maintain SLAs for query and issue resolution
• Develop and manage dashboards to track operational performance across stores
• Analyse trends and provide actionable insights to improve productivity, efficiency, and service levels
• Present performance reports to senior leadership with recommendations
• Drive data-driven decision-making within the support and operations teams
• Continuously review and optimise support centre processes for efficiency and scalability
• Lead digitalisation and system improvement initiatives (e.g., ticketing tools, reporting systems)
• Drive standardisation of processes across all restaurant locations
• Support rollout of new products, campaigns, and operational initiatives
• Recruit, train, and coach Restaurant Support Centre team members
• Foster a high-performance, customer-centric culture
• Set clear KPIs and monitor team productivity and quality standards
• Develop succession plans and capability-building programs
• Act as the key liaison between restaurant operations and corporate departments
• Collaborate with Area Coaches / Operations Managers to address store-level challenges
• Support communication of operational policies, updates, and initiatives
• Build strong relationships with internal stakeholders to ensure alignment and responsiveness
• Monitor customer feedback, complaints, and satisfaction metrics
• Drive service recovery strategies and continuous improvement initiatives
• Ensure consistent delivery of high-quality customer experience across all channels (dine in, takeaway, delivery)

Key Requirements

• Bachelor’s Degree in Business, Hospitality Management, or related field
• 5–8 years of experience in retail operations, or F&B industry
• Minimum 2–3 years in a leadership or managerial role
• Experience in multi-unit operations or centralized support functions is highly preferred
• Strong leadership and team management capability
• Excellent problem-solving and decision-making skills
  Strong analytical mindset with proficiency in Excel and reporting tools
• Effective communication and stakeholder management skills
• Ability to perform under pressure in a fast-paced environments
• High attention to detail and execution excellence
• Willingness to work flexible hours, including weekends/public holidays as needed
• Passion for operations and delivering exceptional customer experiences