Operations Manager (Locals Pubs)

About Us: We are a multi-award winning pub and bar operator, managing circa 1,300 leased and tenanted pubs across the UK. We focus on preserving and enhancing the great British pub, creating vibrant community hubs where everyone is welcome. We offer flexible agreements for publicans, including tenancy and management partnership contracts, ensuring we support every step of the way.

Role Purpose: We love pubs and our Management Partners (MP’s) are at the heart of delivering epic consumer experiences. Operations Managers are at the forefront of developing awesome pubs for the community, inspiring our MPs to unlock our shared vision. Operations Managers think big, innovatively, and commercially inspire our MP’s. Our OM’s generate sustainable sales and profitability, as well as converting those sales to profit through excellent pub controls and disciplines.

Accountabilities:

• Attract, recruit, develop and retain 5* calibre MP’s.
• Achieve and manage the roles key performance indicators such as budgeted sales, margin and profit whilst ensuring high levels of compliance and operational excellence.
• Support and encourage MPs to build a talent pipeline of potential MPs via our ‘Pathway to Partnership’ programme.
• Use The Exceptional Candidate Journey Guide to support a behavioural interviewing technique that focuses on the person as well as the skillset.
• Effectively deliver the MP Lifecycle of, Selection, Onboarding, Growth, Support and Business Improvement.
• Take responsibility for actions, projects and people, initiates action and generates activity.
• Take pride in and ownership of the ‘MP Onboarding Journey’ to set MP’s up for future success by ensuring they have the basics covered, are safe and compliant and can forecast appropriately.
• Be an advocate with MP’s for ‘Progress with Punch’ and our PATHS learning programme for themselves and their team.
• Provide MPs with a clear sense of direction and take time to explain how they can contribute to the business goals.
• Commit to meet and exceed guest expectations by providing great service and standards.
• Drive an exciting sales led culture across all pubs – maximising all sales opportunities.
• Drive the area to achieve long term profitability whilst ensuring all targets and KPIs are achieved.
• Deliver Operational excellence across all Pubs maintaining high standards across the operational basics.
• Demonstrate a willingness to embrace fresh ideas, overcoming internal and external barriers to deliver a premium service for Punch guests.
• Proactively evaluate MP performance by analysing and interpreting data and metrics.
• Identify areas for improvement and development not afraid to think differently whilst not being afraid challenge procedures and processes for the benefit of Punch and our Pubs.
• Exploit commercial opportunities to develop profit growth.
• Challenge the norm! Look for efficiencies in process and procedures for the benefit of the MP’s pub and the wider business.
• Proactively build strong relationships with a wide network of people across the industry within your geographical area to connect with 5* MPs of the future.
• Take a leadership role, organise resources and steer others towards successful objective accomplishment.
• Lead and develop MP skills within your region as a key focus for growth.
• Translate the company strategy into action and achievement.
• Communicate clearly and influence and persuade others to achieve a win-win for all parties.
• Focus on professional and personal learning and development to enhance existing skill and knowledge base.
• Develop and implement processes to engage with our MPs to provide support, education, and challenge where we are needed.
• Engage with, support delivery of and promote centrally facilitated courses available to MP’s.
• Show enthusiasm and maintain energy and commitment in the face of setbacks and pressure.
• Maintain high professional standards and show commitment to the Punch brand.
• Prioritise and effectively manage workload.
• Utilise planning skills to identify actions and objectives and clearly articulate them.
• Working together as a team to develop a clear and structured operational plan that mobilises the entire business.
• Identify areas for improvement and development not afraid to think differently whilst not being afraid to challenge procedures and processes for the benefit of Punch and our Pubs.
• Drive accountability through clear supportive direction and with a focus to achieve more.
• Enforce retail disciplines and ensure their implementation.
• Successfully deliver change programmes through positive reinforcement, support, and challenge.
• Reduce Operator failures by staying close to the reality of business and reacting quickly and proactively with business support to the appropriate Operators.
• Ensure there are clear MP calibre development plans supported by a performance management culture.

Key Relationships:

• Head of Operations
• Operations Director
• Management Partner (Pub Tenants)
• Operations Managers
• People Team
• Property Team
• Marketing Team
• Food Team
• Recruitment Manager

Person Specification – Technical Competencies/Professional expertise:

• Excellent interpersonal skills – with the ability to build strong relationships.
• The ability to lead others through high challenge and support.
• Delivers high standards of performance and delivery.
• Develops and communicates a clear vision to succeed.
• Resourceful and resilient.
• Excellent team player.
• Three years’ experience in a customer facing multi-site management role.
• Sound Commercial and Business Acumen Experience.
• Computer literate – intermediate in Microsoft Word, Outlook and Power Point and advanced Excel.
• Numerically competent with experience of Profit & Loss, cash flows and business accounts.
• Full GB Driving License.