The Operations Manager – a right hand to management

Operations managers. Most companies have them. Deriving from the title itself, the role must be an important one as this person is essentially managing the operations of a company. But what do they really do and why are they needed in a business? National Operations Manager at Sandwich Baron, Tanya Spence shares some details on the role of an Operations Manager, particularly related to franchising.

For many Managing Directors, the Operations Manager is considered their right-hand man or woman as the role that they fulfil is pivotal to the successful workings of the company. In most cases the Operations Manager reports directly to the MD and has the major responsibility of assisting in achieving the company’s sales turnover and profit targets as well as ensuring that all operations in the company happen on time.

The duties of the Operations Manager can essentially be broken up into the following areas:


The planning of various company operations and activities is a responsibility that occupies most of the Operations Manager’s time. It is essential that this person plan ahead to ensure the workload is managed and measured correctly and that all outlets/departments/stores have the necessary manpower, training, knowledge, and materials required in order to achieve their sales and production targets. Together with the MD, or franchisor – in Sandwich Baron’s case, the Operations Manager, plans proactively to ensure all deadlines are met and expectations within the group are managed to the benefit of the business.

Controlling Resources

Without having the needed measures of control in place, stock won’t be the only thing that won’t last. Income will run out fast and will affect all aspects of the business. Fortunately the Operations Manager is equipped to reign in expenditure. It is the duty of the Operations Manager to ensure that jobs are manufactured correctly, costed effectively and delivered on time in accordance with the specifications and quality requirements of the company. By managing the purchasing function effectively products are purchased cost effectively and according to the budget and are then also available when required. This control function will spill over into the management of stock inventory within stores and ensure all stores function at the correct capacity in this regard. Aside from these, the Operations Manager often also has an HR role as they are involved in the implementation of payroll policies and procedures and employees’ salaries. In a franchise, the Operations Manager will then also work closely with franchisees to ensure their stores are profitable.


Another core responsibility of an Operations Manager is communication and coordination with other management professionals and franchisees within the organisation to keep the company running smoothly. Coordinating with all the relevant people / departments and all relevant inputs, ensures production output and on time delivery targets are achieved, which is key to managing the company effectively. They are also responsible to ensure that healthy relationships are maintained with individuals that are external to the company, such as suppliers.


After all the needed activities have been actioned, the final task of reporting remains. It is by means of reporting that the Operations Manager will be able to give a detailed depiction of the progress that is being made. These reports will also assist the management team in identifying areas that require improvement or employees/departments/stores that need assistance.

At the end of the day, the Operations Manager is equipped to ensure the performance quality of the staff, stores and business as a whole is not only up to par, but exceeding expectations – tasks that should never be taken lightly.

Opinion piece shared by PR Worx.

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