Liz Smith
Glasshouse Mountains,Qld
Summary
Experienced Operations Manager proficient in managing operations with exceptional team supervision, project coordination and analytical problem-solving skills. Extensive experience working in partnership with Franchisees to achieve profitable outcomes. Optimizes resource use to achieve challenging targets. Diplomatic in resolving disputes and coordinating diverse teams.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Director Of Operations
Jensen Retail Group Pty Ltd
07.2023 - Current
- Responsibility for success and efficiency of organization by overseeing and optimising all operational aspects across all company business interests (currently spanning 3 QSR brands).
- Analysis of business operations and implementation of strategies to improve operational efficiency and overall profitability.
- Developed systems and procedures to improve operational quality and team efficiency.
- Management reporting, data analysis, P&L management
- Team leadership and development.
- Quality control and supply chain management.
- Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
- Policy, procedure and compliance management.
- Strategic planning and problem solving.
- Change management, continuous improvement.
Operations Manager Subway Development of Queensland & NT
Jensen Retail Group Pty Ltd
03.2017 - 07.2023
- Managed and developed team of 12 Business Consultants and 2 Team Leaders, including recruitment, training and performance management.
- Oversight of over 300 franchised stores and between 17 and 21 company owned stores across Queensland and Northern Territory regions,
- Developed and implemented strategies to assist Franchisees to grow their sales and increase their profitability leading to consistent year on year sales and profit increases.
- Responsible for top level communication with Franchisees including quarterly meetings and presentations, weekly newsletter updates, and Franchisee performance meetings.
- Benchmarking, strategic planning, management reporting, P&L management,
- Project management of territory wide technology, menu and décor upgrade roll outs,
- Franchisee training & support,
- Management of supply chain issues.
Field Supervisor / Deputy Operations Manager QLD/NT
Subway Systems Australia Pty Ltd
07.2008 - 03.2017
- Core duties as per Field Consultant role with additional responsibilities to support wider Field team including:
- Supervisory responsibility for team of 12 Field Consultants, including recruitment, training and performance management
- Oversight of over 300 franchised stores in Queensland and Northern Territory regions
- Franchisee training & support
- Took lead in successful roll out of Subway POS system across approximately1,200 Subway restaurants throughout Australia,
- Supervised field operations teams to complete projects within established timelines.
- Cultivated positive working relationships with key stakeholders, including Franchisees, suppliers, internal departments and regulatory agencies.
- Site selection, lease negotiation, overseeing store construction,
- Business planning
- Developed store level marketing plans and sales building initiatives
- Assisted in managing product supply issues
- Product testing and trials
Senior Field Consultant QLD/NT
Subway Systems Australia Pty Ltd
06.2006 - 07.2008
- Core duties as per Field Consultant role with additional responsibilities to support wider Field team including:
- Reviewing monthly compliance evaluation reports prepared by Field team members and providing feedback to improve accuracy and consistency.
- Conducting calibration visits with Field team members to improve accuracy and consistency.
- Improved team Territory Review score from 3.2 to 4.6 (out of 5) through supporting Field team to improve quality and effectiveness of compliance reporting.
Field Consultant QLD/NT
Subway Systems Australia Pty Ltd
03.2005 - 06.2006
- Responsible for supporting Franchisees of approximately 30 restaurants in assigned region.
- Achieved high levels of Franchisee satisfaction by rapidly resolving concerns or issues with solution-focused approach
- Assisted Franchisees to improve operational performance and grow their sales and profits.
- Provided specific training for Franchisees and their staff based on needs of their business.
- Conducted monthly compliance inspections and reports for Franchisor.
- Assisted Franchisees with roll out of promotional products and any menu, equipment and décor changes.
Education
Cert IV Frontline Management -
Line Management Institute Of Training
Brisbane, QLD10.2010
High School Diploma (Equivalent UK) -
Leicester Grammar School
Leicester City, UKSkills
- Operational Efficiency & Process Improvements
- People Management & Team Building
- Leading through influence
- Strategic planning and execution
- Data Analysis
- Financial Management
- Analytical Thinking
- Interpersonal Communication
- Adaptability and Flexibility
- Problem-solving abilities
Accomplishments
- Took the lead in the successful roll out of the Subway POS system across approximately 1,200 restaurants throughout Australia including training the local territory support teams and the first 2 Australia based tech support operatives.
- Developed a high performing Territory Support team and Franchisee support protocol that was integral in turning around the sales performance of Subway QLD & NT, following 5 years of historic sales decline, to deliver strong positive sales growth consistently each year until the Territory was sold back to Subway Australia in June 2023.
Certification
- OH&S
- First Aid
- Conflict Resolution
- Negotiation Skills
- Trainer Training
- Interviewing/Assessment Skills
- Westpac Financial Management
- Food Safety Supervisor
- Leasing Fundamentals
- Managing Teams
Hobbies and Interests
- Reading
- Music
- Fitness
- Cooking
References
Individual referee details available on request
Timeline
Director Of Operations
Jensen Retail Group Pty Ltd
07.2023 - Current
Operations Manager Subway Development of Queensland & NT
Jensen Retail Group Pty Ltd
03.2017 - 07.2023
Field Supervisor / Deputy Operations Manager QLD/NT
Subway Systems Australia Pty Ltd
07.2008 - 03.2017
Senior Field Consultant QLD/NT
Subway Systems Australia Pty Ltd
06.2006 - 07.2008
Field Consultant QLD/NT
Subway Systems Australia Pty Ltd
03.2005 - 06.2006
Cert IV Frontline Management -
Line Management Institute Of Training
High School Diploma (Equivalent UK) -
Leicester Grammar School
- OH&S
- First Aid
- Conflict Resolution
- Negotiation Skills
- Trainer Training
- Interviewing/Assessment Skills
- Westpac Financial Management
- Food Safety Supervisor
- Leasing Fundamentals
- Managing Teams
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