Chief Restaurant Support Officer

• Establish and maintain the standards on primary Restaurant Operating systems covering equipment, tools and utensils, workstation lay-outs, packaging, and operating procedures. (with updated reference materials)
• Develop continuous improvement programs to improve existing systems, tools, and processes through store observations, focus group discussions (FGDs), systems data validation, feedback system, competitive check/analysis, and root cause analysis, which will lead to operating cost improvement.
• Initiate and undertake research and studies on formulating solutions and enhancements on work simplification, maximization of space utilization, increased productivity, cost savings, and process or workflow diagrams.
• Using time study data and engineering analytics develop appropriate labor model

• Lead and conduct research and evaluation of existing equipment and technology to improve operations efficiency and effectiveness related to saving labor costs, energy savings and improving food quality.
• Lead and conduct research and evaluation of potential new restaurant technologies/equipment to improve operations efficiency.
• Oversee schedules and follow-up with Operations and other stakeholders on all equipment testing.
• Coordinate with other concerned departments related to financial impact studies and Operations evaluation and prepare reports to include recommendations to be reviewed by the business head and other departments.
• Implement systemwide roll-out for any new equipment, tools and utensils, and SOPs as assigned.

• Recommend optimum solutions to support the requirements of New Product launches leading to quality, speed/efficiency, and cost. These include identification of new tools and utensils, workstation retrofit, change in layouts, or equipment review.
• Collaborate with Research and Development (R&D) Department on availability of needed tools and utensils for new products before the systemwide roll-out.

• Lead in development and improvement of restaurant systems and standards for all business channels to support operational efficiency.
• Champion speed of service and accuracy achievement. Build robust service systems to support all business channels using the best and cost-efficient technology available and simplify store processes.

• Enable stores to achieve and deliver key metrics on service such as speed, accuracy, and guest service.
• Drive deep dive analysis into the voice of guest data to identify guest pain points and different ways to improve the guest journey and create a positive experience.
• Benchmark best practices of different organizations in terms of Business Channels performance and drive continuous improvement of the process across the Jollibee brand.
• Design and implement guest service standards and guidelines to ensure consistent and exceptional service delivery.
• Monitor and measure key performance indicators (KPIs) related to guest satisfaction, providing regular reports and insights to the management and key stakeholders.

• Lead and conduct research and evaluation of existing Point of Sale and Kitchen Display system to improve service efficiency and effectiveness related to saving labor costs and improving order delivery.
• Collaborate with various stakeholders including Business Technology team, Digital Shared Services, and Restaurant Operations to plan and implement system upgrades, ensuring minimal disruption to business operations.
• Evaluate new Restaurant POS System platform, technologies, and features: Point of Sale (POS), Back-Office and Drive-Thru, recommending and implementing enhancements to improve guest experience and operational efficiency.
• Implement systemwide roll-out for any new POS system-related upgrade and integration to enhance the overall efficiency and functionality of the POS infrastructure.

• Manage key projects by following project management processes from exploration to post-evaluation.
• Collaborate effectively with team/s or work group/s ensuring effective communication and integration for each project assignment.

• Serve as Subject Matter Expert or SME for training-related needs on Production Restaurant Operations System (ROS) and Gold Standards related initiatives.
• Manage direct reports. Create team’s development plan based on competency assessment and individual performance.

• Visionary Thinking – envisioning a future state for the business in which the performance of the business will grow and thrive against the competition
• Strategic Anticipation - applying judgment and wisdom to anticipate variables that could shut down or severely disrupt operations
• Operational Excellence – use available information for decision making to achieve targets and prepare for adjustments when necessary
• Team and Relationship Builder – proven ability for leading and developing high performance teams, building effective organization structure, plus building key relationships across all guests, partners and stakeholders - based on trust, dignity, respect, and fairness.
• Executive Disposition and Courage – having strong independent point of view
• Entrepreneurial Mindset
• Market or Environment – experience in QSR or at least similar/related industries; multi-regional and/or global experience; guest focused

• Bachelor’s degree in Business, Engineering, Food Science, Food Technology, Chemistry, Nutrition, or other related fields
• Master’s degree in any of the related fields, a plus
• Minimum 7 years’ experience in leadership and management roles covering a broad range of functions
• Extensive leadership experience in managing cross-functional teams and integrating efforts and processes across the supply and value chain
• Experience in scaling up functions and teams across businesses and geographies
• In-depth knowledge of the principles and best practices associated with each of the functions of the Restaurant Support group
• Expertise in multidisciplinary functions and process improvement
• Strong project management and organization skills

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