A critical position in all companies and particularly franchising, the operations manager is the right-hand man to the MD, usually reporting directly to him or her. He or she has the major responsibility of assisting in achieving the company's sales turnover and profit targets and ensuring that all operations in the company happen on time.
Planning - the planning of various company operations and activities is a responsibility that occupies most of the operations manager's time. It is essential that this person plan ahead to ensure the workload is managed and measured correctly and that all outlets, departments or stores have the necessary manpower, training, knowledge, and materials required in order to achieve their sales and production targets. Together with the MD or franchisor, the operations manager plans proactively to ensure all deadlines are met and expectations within the group are managed to the benefit of the business.
Controlling resources - without having the needed measures of control in place, stock will not be the only thing that will not last. Income will run out fast and will affect all aspects of the business. Fortunately, the operations manager is equipped to rein in expenditure. It is the duty of the operations manager to ensure that jobs are manufactured correctly, costed effectively and delivered on time in accordance with the specifications and quality requirements of the company. By managing the purchasing function effectively, products are purchased cost effectively and according to the budget and are then available when required. This control function will spill over into the management of stock inventory within stores and ensure all stores function at the correct capacity in this regard. Aside from these, the operations manager often also has an HR role, as he or she involved in the implementation of payroll policies and procedures and employees' salaries. In a franchise, the operations manager will then also work closely with franchisees to ensure their stores are profitable.
Communication - another core responsibility of an operations manager is communication and coordination with other management professionals and franchisees within the organisation to keep the company running smoothly. Coordinating with all the relevant people/departments and all relevant inputs, ensures production output and on time delivery targets are achieved, which is key to managing the company effectively. They are also responsible to ensure that healthy relationships are maintained with individuals that are external to the company, such as suppliers.
Reporting - after all the needed activities have been carried out, the final task of reporting remains. It is by means of reporting that the operations manager will be able to give a detailed depiction of the progress that is being made. These reports will also assist the management team in identifying areas that require improvement or employees/departments/stores that need assistance.
The operations manager is equipped to ensure the performance quality of the staff, stores and business as a whole is not only up to par, but exceeding expectations - tasks that should never be taken lightly.
About Tanya Spence
Tanya Spence is the national operations manager of Sandwich Baron.
