F&B Assistant Operations Director

1. Role Purpose & Summary

The Assistant Operations Director is responsible for leading the overall operations and service delivery for the assigned site/account, ensuring high standards of service, operational excellence and client satisfaction.

The role serves as a senior operational partner to the client and provides leadership to the onsite management team. The incumbent will be accountable for operational performance, financial management, workforce effectiveness, service quality and continuous improvement.

2. Key Responsibilities & Accountabilities

Operational Leadership & Service Delivery

• Provide overall leadership and direction for site operations, ensuring consistent and high-quality service delivery.
• Ensure services are delivered in accordance with contractual requirements, agreed SLAs/KPIs, client expectations and company standards.
• Establish operational priorities and translate account objectives into clear execution plans for the site team.
• Monitor operational performance and address service gaps, risks and recurring issues.
• Drive continuous improvement, operational efficiency and service innovation.
• Ensure the site is operationally prepared to support changes in client requirements, business activities and service demand.

Client & Stakeholder Management

• Act as a key operational partner and point of contact for senior client stakeholders.
• Build strong relationships with the client and develop a good understanding of their business needs and workplace priorities.
• Lead regular operational reviews and contribute to monthly and quarterly business reviews.
• Provide clear updates on performance, risks, challenges and improvement plans.
• Manage escalations and ensure issues are resolved promptly and effectively.
• Work closely with regional and functional teams to ensure alignment between local operations and wider account priorities.

People Leadership & Workforce Management

• Lead and develop the onsite management and operations teams.
• Set clear performance expectations and establish accountability across the operation.
• Coach managers and supervisors to strengthen their leadership and operational capabilities.
• Partner with HR on workforce planning, recruitment, retention, employee engagement, performance management, succession planning and talent development.
• Review manpower deployment and organisational structure to ensure appropriate staffing and productivity.
• Build a strong pipeline of talent and identify successors for key operational roles.
• Promote a positive, inclusive and high-performing workplace culture.

Financial & Commercial Management

• Take ownership of site financial performance and ensure operations are delivered within approved budgets.
• Monitor manpower costs, overtime, purchasing, inventory and other major cost drivers.
• Review actual expenditure against budget and forecast, identify variances and implement appropriate actions.
• Drive productivity and cost optimisation while maintaining service standards.
• Support annual budgeting, forecasting and financial planning.
• Identify opportunities for operational efficiencies and commercial improvements.
• Ensure appropriate financial controls and governance are maintained.

Performance & Continuous Improvement

• Monitor operational KPIs, SLA performance, customer feedback and other key performance indicators.
• Use operational and financial data to identify trends, risks and opportunities.
• Develop and oversee improvement plans where performance gaps are identified.
• Drive standardisation and adoption of operational best practices.
• Support new initiatives, service enhancements, mobilisation and transformation projects.
• Partner with regional stakeholders to share best practices and implement account-wide initiatives.

Governance, Safety & Compliance

• Ensure compliance with company policies, client requirements and applicable local regulations.
• Maintain high standards of workplace safety, food safety, hygiene and operational compliance where applicable.
• Ensure required licences, certifications, documentation and operational controls are maintained.
• Oversee incident management, investigations and corrective actions.
• Proactively identify operational and business risks and ensure appropriate mitigation plans are in place.

3. Qualifications & Experience

Requirements

• Degree or Diploma in Business, Hospitality, Food Service Management, Facilities Management or a related discipline.
• Typically 10-12 years of relevant operations experience, preferably within food services, hospitality, workplace services or a large-scale service environment.
• Demonstrated experience leading managers, supervisors and sizeable operational/frontline teams.
• Strong experience managing complex, high-volume operations and multiple service areas.
• Proven experience managing senior client stakeholders in a client-facing environment.
• Strong financial and commercial acumen, including experience with budgeting, forecasting, cost management and productivity improvement.
• Good understanding of workforce planning, manpower optimisation and performance management.
• Strong analytical and problem-solving skills, with the ability to translate data into operational actions.
• Ability to manage competing priorities and make decisions in a fast-paced environment.
• Strong communication, influencing and stakeholder-management skills.
• Experience supporting multinational or technology-sector clients would be advantageous.
• Regional or multi-site exposure would be an advantage.