Pedros Flame Grilled Chicken
ROLE PURPOSE
The Junior Operations Manager is responsible for implementing and maintaining the Operations Management System across all allocated stores (Wackys Brand). The role focuses on driving sustainable profitability, operational excellence, brand compliance, and people development, while ensuring all Standard Operating Procedures (SOPs), food safety standards, and service benchmarks are consistently achieved.
This role is specific to our Wackys brand (Fried Chicken) which falls within the Pedros umbrella of companies.
KEY RESPONSIBILITIES
Operational Performance & Profitability
Manage and support all operational issues across allocated stores.
Drive turnover growth, customer count growth, gross profit, and profitability performance in line with benchmarks.
Ensure effective cost control, including food cost, labour, and operational expenses.
Monitor and improve service efficiency including all performance-based metrics.
SOP, Quality & Compliance
Ensure Food Quality always remains the primary focus.
Ensure strict adherence to all SOPs, policies, and operational standards.
Maintain brand audit, food safety audit, and mystery shopper scores above required minimum benchmarks.
Ensure food safety compliance, hygiene standards, equipment servicing, and corrective actions are consistently implemented.
Monitor and action audit outcomes, compliance risks, and operational gaps.
People Management & Leadership
Plan, organise, lead, and control store management and teams to meet or exceed performance targets.
Coach, mentor, and develop Store Managers and teams to improve performance and capability.
Drive engagement, reduce voluntary staff and management turnover, and build high-performing teams.
Ensure training, onboarding, and performance management processes are executed effectively.
Customer Experience & Brand Standards
Ensure high levels of customer satisfaction across all channels.
Monitor customer complaints, ensure timely resolution, and implement corrective actions.
Drive positive digital ratings, QR survey participation, and Net Promoter Score performance as well as all Customer experience metrics.
Uphold and reinforce Pedros’ leadership principles, values, High performance and customer obsession culture.
Reporting, Administration & Communication
Prepare, analyse and review weekly and monthly operational reports.
Ensure accurate reporting on KPIs, audits, financial performance, and action plans.
Maintain effective communication with stores, management, and support teams.
Support execution of marketing plans, promotions, and operational initiatives.
KEY PERFORMANCE INDICATORS (KPIs)
The Operations Manager will be measured against, but not limited to:
Like-on-like turnover and customer growth
EBITDA and gross profit % targets
Brand audit, food safety audit, and mystery shopper scores
Service speed (SOS, drive-thru, delivery metrics)
Customer complaints ratio and digital ratings
Staff and management turnover rates
Delivery aggregator uptime and performance
QUALIFICATIONS & EXPERIENCE
Qualification in Operations, Marketing, Business Development, or Business Administration
Franchise and/or Corporate Store experience
GAAP / Micros system experience
Minimum 2 years’ experience as a multi store operator role within Fried Chicken Restaurant environment
Proven experience managing multi-site operations in a high-volume environment
TECHNICAL & BEHAVIOURAL COMPETENCIES
Technical Skills
Strong operational and financial acumen
Ability to manage quality control and SOP compliance
Proven ability to achieve sales, GP%, and profitability targets
Advanced MS Office skills
Strong reporting and analytical capability
Behavioural Skills
Excellent communication and interpersonal skills
Strong leadership and people management ability
High Emotional understanding (EQ)
Ability to work under pressure and manage multiple priorities
High attention to detail
Ability to work autonomously and collaboratively
Strong problem-solving and decision-making skills
ADDITIONAL REQUIREMENTS
Valid driver’s licence
Own vehicle (preferred)
Willingness to travel regularly within the region
Availability to support operational requirements outside standard hours when required
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