Franchise Operations Officer

The Franchise Operations Officer manages the day-to-day administration and coordination of franchisee operational requests. The role ensures that each request, inquiry, complaint, approval, or feedback case is properly received, recorded, validated, routed, followed up, escalated, when necessary, communicated, and documented through closure. The Officer maintains accurate franchise records and supports timely coordination between franchisees and responsible HQ departments to ensure service consistency and franchisee satisfaction.

• Log and update 100% of assigned franchisee requests, inquiries, complaints, feedback, and approval cases in the FO Master Log within 24 hours of receipt.
• Validate required information and supporting documents, achieving at least 95% case completeness before routing.
• Classify and route at least 95% of assigned cases correctly to the responsible HQ department or approver on the first submission.
• Follow up on 100% of open assigned cases according to the required follow-up date and agreed SLA.
• Communicate 100% of approved decisions, announcements, operational updates, and required actions within the assigned timeline through official channels.
• Maintain current status, owner, next action, due date, communication record, and supporting evidence for 100% of active assigned cases.
• Escalate 100% of urgent, sensitive, repeated, overdue, or unresolved cases to the Senior Officer or Supervisor within 24 hours of identification.
• Submit accurate weekly case updates and monthly assigned-case data within the agreed reporting deadlines.
• Perform other tasks as assigned.

• Bachelor’s degree or pursuing a degree in Hospitality Management, Administration, Operations Management, or related fields.
• Minimum 1–2 years of experience in food and beverage operational or a similar administrative-operations role.
• Strong communication, organization, and coordination skills.
• Basic reporting and documentation skills with attention to accuracy.
• Proficient in Microsoft Office, Google space, and administrative support tools.
• Positive learning attitude with willingness to improve continuously.
• Service-minded toward franchisees while staying firm on process and documentation standards.
• Strong team and supportive ing attitude.
• Ability to in a fast-paced operational environment