Operation Executive

Operation Executive (F&B)

Company: Kelem Ice Cream Gula Apong

Job Summary

As an Operation Executive at Kelem Ice Cream Gula Apong, you will play a pivotal role in overseeing the day-to-day operations of multiple outlets to ensure efficiency, profitability, and brand consistency. This position requires strong leadership, operational management, and the ability to bridge communication between HQ and outlet teams. You will also drive continuous improvement in service quality & compliance.

1. Operations Management

• Oversee and ensure smooth daily operations across all assigned outlets (company-owned and franchised).
• Ensure each outlet operates efficiently, profitably, and aligns with Kelem's brand standards and SOPs.
• Serve as a communication link between outlet teams, franchise partners, and management.
• Conduct outlet visits to review cleanliness, staff performance, product consistency, and customer satisfaction.

2. Quality, Cleanliness & Service (QCS)

• Maintain Kelem's QCS standards across all outlets.
• Review daily and weekly sales reports, analyze performance, and identify areas for improvement.
• Prepare performance reports for management review and audits.

3. Training & Team Development

• Train, motivate, and evaluate outlet staff and supervisors according to company guidelines.
• Prepare and update training materials and conduct on-site sessions covering operational SOPs and customer service.
• Lead new store onboarding and continuous staff development programs.

4. Compliance & Administration

• Handle all documentation related to business licenses, including PBT applications, renewals, and compliance matters.
• Ensure outlets adhere to hygiene, safety, and Halal requirements.
• Liaise with relevant stakeholders (e.g. suppliers, local authorities, PPM, MACP, and advertising bodies).
• Manage customer complaints and operational issues promptly and effectively.

5. Franchise Support & Communication

• Maintain strong communication with franchisees to ensure brand consistency and operational success.
• Provide support in addressing franchise issues, performance monitoring, and operational training.
• Ensure all franchise outlets follow the same operational and branding guidelines.

6. POS & Delivery Platform Management

• Oversee POS system functionality and accuracy across all outlets.
• Manage coordination with delivery platforms and resolve operational issues to maintain smooth order processing.

7. Menu SOP & Cost Control

• Ensure standardized menu preparation, portioning, and quality consistency.
• Monitor food cost ratios and wastage control to maintain profitability.
• Work with the R&D and procurement teams for menu updates or cost optimization.

8. Expansion & New Store Setup

• Lead and assist in new outlet setups including layout planning, equipment installation, staffing, and training.
• Ensure operational readiness prior to soft launch and grand opening.
• Support marketing and promotional campaigns during new store openings.

9. Operations SOP & Continuous Improvement

• Develop, implement, and periodically review operational SOPs to ensure efficiency and consistency.
• Identify operational gaps and recommend improvements in workflow, service, or cost management.

Job Requirements

• Minimum Diploma in any field; Bachelor's Degree in Hospitality, Business Administration, or related field preferred.
• Minimum 1 years of relevant experience in F&B outlet or restaurant management.
• Strong leadership and people management skills with a professional, proactive, and detail-oriented attitude.
• Excellent communication in English, Bahasa Malaysia, and Mandarin (to liaise with stakeholders).
• Strong understanding of F&B operations, QCS, inventory management, and cost control.
• Possess own transport and willing to travel (including outstation assignments).
• Able to work long or irregular hours when required.

Job Type: Full-time

Pay: RM2, RM3,500.00 per month

Benefits:

• Cell phone reimbursement
• Free parking
• Opportunities for promotion
• Professional development

Work Location: In person