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, Sales, Profit, Customer and Restaurant Excellence.

Key Responsibility Areas:

Planning & Organizing

• Works with RMs to develop restaurant-specific Annual Operating Plans and communicate to the team.

• Sets with the RMs 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 RGMs 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 RGM to take corrective measures.

• Monitors the operations effectiveness through the Pace Setter.

• Analyzes sales, labor, inventory and controllable on a continual basis and coaches RGMs to take specific corrective action to meet or achieve margin and sales growth targets.

• Coaches and assists RGMs 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

• Sets customer service standards for the area and drives customer-focused culture by serving as a role model in resolving serious customer issues and training managers to meet or exceed customer service standards. Tracks, analyzes, and identifies root cause of customer complaints and leads management team to implement systematic solutions.

• Works with RMs to develop R&R plan and lead the R&R activities in his area.

• Monitors the effectiveness of restaurants operations through KPIs and provide constructive feedback & support.

• Ensure that all restaurants under his/her supervision can achieve GES/ROCC objectives as per planned.

• Ensure understanding and awareness of safe & security procedures.

• Make sure all restaurant managers under his/her supervision are fully aware of any changes happened in the operations or any new products.

• Ensure that all the business skills in place i.e. One klick, Aloha and Crunch time.

• Follow up on the periodic maintenance schedule.

• Oversees prompt and appropriate resolution of all complaints (health inspections, labor office inspections, etc.) within the area and inform the operation manager of serious matters and other issues that may result in legal action.

• Ensures that Customer Mania mindset is embedded in each restaurant and the RGM sets the example in these areas.

• Monitors and implements programs to improve order accuracy, speed of service, courtesy, and cleanliness.

• Coaches and models team involvement in problem solving to improve customer satisfaction.

• Identifies and implements process improvements that drive customer satisfaction and profitability in conjunction with the Regional Operation Manager.

• Ensure best practices are shared.

Teamwork

• 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 (CPI - OPR), individual development plans, bench planning.

Education & Experience:

• Bachelor’s Degree.

• 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.