The posting
Director of Operations (International QSR – Popeyes Singapore, Tonchin Singapore)
Fei Siong Group, Singapore (On-site)
About the Role
We are seeking an experienced, hands-on operator to lead the Singapore market operations for leading international Quick Service Restaurant (QSR) brands under our group's portfolio. This is a senior leadership role accountable for the full P&L, day-to-day operational excellence, and brand standards across a multi-outlet network. The successful candidate will drive commercial performance while safeguarding food safety, hygiene, and franchisor compliance standards at the highest level.
This is a highly visible role reporting directly into group leadership, with significant scope to shape the operating model, rebuild frontline capability, and position the brand for its next phase of growth in Singapore and the wider region.
Key Responsibilities
Operational Leadership & P&L Ownership
- Own the full P&L for the Singapore market, driving revenue growth, cost discipline, and margin improvement across all outlets.
- Set and monitor operational KPIs (sales, labor productivity, food cost, waste, customer satisfaction) and take corrective action where targets are missed.
- Lead store operations, ensuring consistent execution of service standards, speed of service, and guest experience across the network.
Brand Standards, Food Safety & Compliance
- Serve as the primary owner of brand standards compliance, ensuring all outlets consistently meet or exceed franchisor operational audit requirements.
- Lead food safety and hygiene programs, including proactive audit readiness, corrective action planning, and closure of any compliance gaps identified through internal or external audits.
- Partner with quality assurance and regulatory functions to maintain certifications and ensure full alignment with Singapore Food Agency (SFA) and Healthier Dining requirements.
- Build a culture of accountability around compliance, treating audit performance as a core leadership KPI rather than a back-office function.
People Leadership & Culture
- Build, mentor, and stabilize a high-performing operations leadership team, including Area/Cluster Managers and outlet-level management.
- Address capability and leadership gaps within the operations bench, with a clear succession and talent development plan.
- Drive a strong service culture and staff engagement across a frontline-heavy, high-turnover environment typical of QSR operations.
- Manage manpower planning, scheduling efficiency, and workforce compliance (including foreign worker quota and Employment Act requirements).
Growth & Continuous Improvement
- Support new outlet openings, including site operational readiness, pre-opening training, and post-opening stabilization.
- Identify and implement continuous improvement initiatives across kitchen efficiency, inventory management, and technology adoption (POS, kitchen display systems, digital ordering).
- Collaborate with marketing and supply chain functions to ensure smooth execution of promotions, new product launches, and menu changes at store level.
Stakeholder & Franchisor Management
- Act as the operational point of contact for franchisor relationship matters, including audit engagement, business reviews, and reporting.
- Provide regular performance and risk reporting to group leadership, flagging issues early and with proposed resolutions.
Requirements
- Minimum 5 years of progressive experience in multi-unit restaurant, retail, or hospitality operations, with at least 3 years in a senior operations leadership role (Operations Director, Head of Operations, or equivalent).
- Prior experience operating under an international franchise system is strongly preferred, with direct exposure to franchisor audit standards, brand compliance frameworks, and quality assurance programs.
- Demonstrated track record of turning around underperforming operations, including compliance or audit performance.
- Strong P&L management experience, with the ability to translate financial targets into operational action plans.
- Proven people leadership skills, including building and stabilizing management teams in high-turnover, frontline-heavy environments.
- Working knowledge of Singapore food safety regulations (SFA licensing, HACCP/FSSC 22000) and local employment regulations.
- Excellent stakeholder management skills, with the ability to engage confidently with senior leadership, regulators, and external partners.
- Bachelor's degree in Business, Hospitality Management, or a related field; an MBA or equivalent postgraduate qualification is an advantage.
- Willingness to work a retail schedule, including weekends and public holidays, with regular outlet visits across the island.
What We Offer
- A leadership mandate with direct influence over the brand's Singapore turnaround and growth trajectory.
- Competitive compensation package commensurate with experience, including performance-linked incentives.
- Exposure to regional brands within a diversified multi-brand F&B group.
