JRG

Operation Standards & Accountability & Execution Orientation

• End-to-End Ownership: Maintain comprehensive knowledge and ownership of the WCO framework to drive operational excellence through training programs.
• Operational Proficiency: Demonstrate strong expertise in Yum! processes and standards to ensure consistency and quality across all operations.
• Standard Operating Procedures: Have in-depth knowledge of restaurant SOPs, food standards, product calibrations, and equipment, and utilize this expertise in training delivery.
• Operational Checks: Understand and align training programs with various operations checks conducted to ensure thorough compliance and standards adherence.
• Training Accountability: Be accountable for training at all stores, ensuring the complete execution of the training calendar.
• Execution Excellence: Drive consistent execution excellence, aiming for nearly 100% adherence to established processes and standards.

Building People Capability

• Collaborative Partnership: Partner with the operations team to identify and understand capability-building needs across the market.
• Training Needs Analysis: Conduct thorough training needs analyses to identify specific training requirements for various stores in the market. Utilize training scorecards like TMTS to systematically determine focus areas.
• Talent Development: Take ownership of talent development across all levels within the market, employing various training tools such as instructor-led interventions and e-learning.
• Targeted Training: Facilitate specific training interventions for area coaches and store teams to address identified needs.
• Field Trainer Support: Provide guidance and support to field trainers for the effective rollout of training interventions in the market.

Driving a “Winning” Culture

• Cultural Role Model: Embody and promote the cultural tenets of HIC, ABR, and LWH, and cultivate a strong, positive culture within the restaurant teams.
• Behavior Recognition: Recognize and reward correct behaviors in all interactions and identify creative ways to reinforce these behaviors.
• Cultural Training: Ensure Yum! culture is thoroughly integrated into all training programs and percolates through all stores.

Owning Customer Experience

• Customer Mania: Champion customer satisfaction by aligning training initiatives with the brand's purpose.
• Customer Feedback: Demonstrate urgency in listening to and responding to customer feedback.
• Capability Building: Analyze customer concerns and implement customized training initiatives to address these issues.
• Process Adherence: Promote strict adherence to customer service processes and policies to ensure customer delight.

Championing Product Quality

• Training Effectiveness: Monitor and track the effectiveness and efficiency of training delivered by field trainers.
• Quality Parameters: Identify critical parameters impacting training quality and partner with operations managers and field trainers to find solutions.
• Best Practices: Stay informed of training-related best practices in the market and apply these insights to improve training programs.
• Brand Alignment: Ensure training interventions are aligned with the brand's standards and that field trainers are consistently implementing these standards.

Project Management and Operational Efficiency

• Project Management: Assist the OPD in leading and executing operational efficiency improvement projects.
• Cross-Functional Collaboration: Work with cross-functional teams to ensure the successful implementation of operational efficiency initiatives.
• Process Improvement: Identify opportunities for process improvements and work on implementing solutions that enhance operational efficiency.