Head of Operations (F&B)

Bungkus Kaw Kaw is Malaysia’s authentic fastest-growing local brand, loved for its halal-certified Malaysian food & drinks. As our Head of Operations, you will take full charge of outlet operations across Malaysia, ensuring consistency, quality, and growth. You will work directly with the Founder as the second-in-command, leading our journey to become Malaysia’s most recognized local F&B brand. The successful candidate will act as the right hand to the founder, taking ownership of end-to-end outlet operations, ensuring profitability, consistency, and scalability as the brand expands nationwide and globally. Part 1 – Primary roles of the job which are measurable and may be used as part of KPIs Strategic & General Management

Translate company vision into actionable operational strategies across all outlets.

Act as second-in-command, representing the founder in operations-related decision-making.

Develop and execute business expansion plans, including new outlet openings, relocations, and market entries.

Operational Excellence

Oversee daily operations of all outlets to ensure efficiency, consistency, and compliance with SOPs.

Drive continuous improvement in productivity, service quality, and cost efficiency.

Ensure compliance with Halal standards, hygiene, and safety regulations at all times.

Implement digital transformation in operations (e.g., POS, delivery, app integration).

Financial & Performance Management

Set, monitor, and achieve sales, profitability, and cost KPIs across outlets.

Optimize P&L, manage occupancy cost ratio, and improve EBITDA performance.

Control food & beverage cost, inventory management, and wastage reduction.

Prepare reports for weekly and monthly reviews, including staff control.

Lead, mentor, and grow a strong team of Ops Managers, Area Managers, Outlet Managers, and all.

Establish a culture of accountability, discipline, and customer-first mindset.

Design and oversee staff training, development, and succession planning.

Cross-functional Collaboration

Work closely with Marketing, HR, Finance, Halal and Supply Chain to align operational goals with company strategy.

Partner with Branding & Business Development teams for new campaigns, promotions, and customer engagement.

Part 2 – Secondary roles which supports the primary roles above

Work closely with the founder & Operations Manager to ensure well-running outlets.

Conduct regular visits to outlets to understand ground issues and align ground staff with initiatives and goals set by the Company.

Conduct monthly or regular shop audits to ensure food quality and customer service standards are met and company procedures are complied with.

Motivate, encourage and support outlet staff to help them maximise resources and achieve their targets.

Monitor staffing status for all outlets and ensure all outlets are adequately staffed with experienced staff.

Provide guidance and training to outlet supervisors to manage the outlets and act as a focal point of information between HQ and the outlet.

Spend time coaching Outlet managers and outlet staff, identify talents, to provide them with the relevant training to develop their skillsets.

Monitor competitor activity within the area and liaise with founder making recommendations and putting action planning to maximise sales and profit opportunities.

Maintain and increase customer service standards and drive team performance.

Oversee maintenance issues.

Assist in new outlet openings, including matters not limited to ordering outlet equipment and raw materials and hiring and training new outlet staff.

Job Requirements

Candidate may possess at least SPM / Diploma / Bachelor’s Degree in any field.

Required language(s) : Bahasa Malaysia, English and Mandarin.

Minimum 10 years in F&B operations, with at least 5 years in senior leadership (multi-outlet / chain management).

Proven track record in managing 10-30+ outlets or equivalent large-scale chain operations.

Results-driven, entrepreneurial mindset, and able to thrive in a fast-paced environment.

Must be hands-on with at least food and beverage preparations.

Self-discipline and self-driven to keep up-to-date knowledge and skillset to fulfil outlet operation tasks.

Good at solving problems and making firm, reliable decisions.

Confident with strong leadership skills. Ability to lead a team.

Pleasant interpersonal skills, able to interact well with all levels.

Required to work on shifts, weekends and public holidays.

Possess own transport and willing to travel if required.

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