Operations Manager

Punch is a multi-award-winning pub company in the UK with around 1,250 pubs in England, Scotland, and Wales.

Our Management Partners operate our local pubs with flair, passion, and local knowledge through the support and direction of our Operations Managers, ensuring that the great British pub delivers on our guest's expectations.

Through the continued expansion of our locals division, we are excited to create this new role in the North East of England.

Role Purpose

To have an insatiable appetite to deliver the best hospitality that UK pubs can offer. Our Local Pubs Operations Managers will build and sustain a team of high performing Management Partners (MP's). Alongside the Operations Director, the Operations Manager will build a culture of brilliant pub operations that deliver industry-leading results through impeccable hospitality. The Locals Operations Manager will be fascinated with all things community and drink experience, creating a legacy of the UK's best community pub operations, loved by our MPs, Guests, and Colleagues.

Within the MP Division, the Operations Manager is the critical role for cultural development and strategic input, leveraging on both operational technical expertise as well as their leadership capabilities.

In our quest to become a 5* Pub Co, the Operations Manager role is pivotal in delivering high-quality results through outstanding leadership qualities.

#WeMakeThingsHappen

• Implement an area strategy to enhance sales, profitability, and guest satisfaction, specifically utilising the 5* framework and sustainable hospitality.
• Support the Operations Director in the delivery of the MP strategic plan, inclusive of Partnership, Guest, Compliance, Pro-Active Sales, and Profit Conversion.
• Take ownership for both the operational performance results and determine areas of fix and solution.
• Demonstrate strong financial acumen through tactical decision-making in relation to recruitment, investment, and pub proposition.
• Build a sales-hungry culture through inspiring, challenging and supporting MP's to achieve the best possible proposition within each locals business.
• Define an area growth plan, centering on capex deployment, sales initiatives and MP development which delivers budgeted sales, margin and profit.
• Analyse current pub operational processes and performance and recommend solutions for improvement.
• Drive accountability of MP's and their pub-based teams through clear objectives, regular feedback, and direction, coupled with a culture of continuous improvement through bi-weekly business reviews and peak trade visits.

#WeLovePubs

• Work with the MP's to define, improve, and grow profitable sales in each pub business.
• Prevent MP failures by understanding performance and reacting quickly and proactively with business support to the appropriate operators, at the same time confronting poor performance early, not accepting mediocracy.
• Enable and manage the attraction, recruitment, and development of 5* calibre MPs.
• Set principles of selection for MPs to ensure they possess the necessary skills, experience, and attitude for success.
• Be fanatical about guest service which delivers industry-leading hospitality, ensuring high levels of standards are maintained.
• Execute a high level of consistency across divisional projects and product delivery.
• Manage the delivery of the MP Lifecycle, Selection, Onboarding, Growth, Support and Business Improvement
• Deliver operational excellence across all Pubs maintaining high standards across the operational basics.
• Identify suitable opportunities for investment that will provide sustainable returns for both Punch and its MPs.
• Build a talent pipeline of potential MPs via our ‘Pathway to Partnership’ programme.
• Ensure the delivery of well-defined, structured onboarding plans for all new Management Partners, ensuring they have the tools, knowledge, and support to launch their pub effectively and set them up for success.
• Accountable for ensuring all associated pubs are up to date with relevant legislation, regulation, and industry standards to enable a fully compliant business.
• Reduce Operator failures by staying close to the reality of business and reacting quickly.

#WeAreBold

• Demonstrate a willingness to embrace fresh ideas, overcoming internal and external barriers to deliver a premium service for Punch guests.
• Proactively evaluate MP and Pub performance by analysing and interpreting data and metrics.
• Engage with, support the delivery of and promote central training courses available to MP’s and their teams to further develop skills and knowledge.
• 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.
• Exploit commercial opportunities to develop profit growth.

#OurBestSelf

• Maximise efficiency and productivity through extensive process analysis and collaboration.
• Utilise planning skills to identify actions and objectives and clearly articulate them to MP’s and stakeholders.
• Be accountable for actions, projects and people, initiate action to generate activity.
• Drive accountability through a clear supportive direction and with a focus to achieve more.
• Communicate clearly and influence and persuade others to achieve a win-win for all parties.
• Show high levels of enthusiasm and maintain energy and commitment in the face of setbacks and pressure.
• Demonstrate sound business decision-making through detailed research and analysis rather than intuition.
• Maintain high professional standards and be an Ambassador for the MP division and the brand of Punch.
• Motivate and engage MPs through the high challenge, high support theory.
• Prioritise and effectively manage time and workload.
• Actively seek to develop own professional development and industry knowledge.
• Demonstrate the ability to communicate at all levels with passion, integrity, and professionalism with credibility to influence and persuade
• Demonstrate an ability to convert commercial awareness and understanding into making sound business decisions that enable profitable outcomes
• Pre-empt issues or problems that are likely to occur and put permanent fixes in place
• Deliver results without compromising company values and leadership behaviours.

#WeWinTogether

• Enable a “People first” culture throughout the MP division to ensure effective collaboration and cohesion.
• Implement strategic goals into action plans ensuring accountabilities are clear and the team fully understands how their work impacts and contributes to the business.
• Lead and demonstrate inclusive working behaviours with every field and support centre functions.
• Work closely with the Development Division to deliver a smooth transfer of pubs and people, supporting them through each stage of the overall pub life cycle whilst achieving a targeted return on investment for Punch.
• Work in conjunction with the Operations Director, Property and Marketing teams to develop the Locals concepts in areas such as property design, proposition, operation, and service.
• Become an advocate of the Punch learning offer such as the ‘Progress with Punch Induction Week’ and our PATHS learning programme.
• Be inclusive of all support teams and generate a “One team” environment and mindset.

Key Relationships

• Operations Director (Locals)
• Head of Operations (Locals)
• Managing Director (MP)
• Operations Managers (Locals)
• Management Partners (Pub Tenants)
• HR Business Partner
• Finance Business Partner
• Property Team
• Food Business Managers
• Recruitment Managers
• Marketing Manager
• Investment Manager
• Property Manager/Surveyor

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
• Demonstratable leadership skills
• Ability to influence and negotiate effectively
• An unwavering passion for pubs, drink, and people.
• 5 - 10 years’ experience in a customer-facing multi-site management role.
• Sound commercial and business acumen experience
• Computer literate – intermediate in Microsoft office
• Numerically competent with experience of Profit & Loss, cash flows and business accounts
• Experience in Pub and/or Restaurant senior leadership role.
• Degree level calibre
• Full GB Driving Licence

Benefits:

• Competitive salary
• Performance bonus
• Car allowance
• Company pension
• 25 Annual holiday days (Option to buy and sell)
• Single private healthcare option
• Company sick pay
• Health & wellbeing suite
• Role and individually tailored training & development
• Apprenticeships available
• Subsidised on-site pub
• Free pay-day drinks
• Retail & Leisure discount scheme
• and much more......