Moataz Bellah Mansour Ismail

Major Achievements:

International Expansion Leadership

• Opened and currently oversee operations in the United Kingdom (2022–present) and Iraq (2025), establishing full operational, training, and governance foundations.
• Standardized SOPs, compliance frameworks, and operational systems across all three countries, ensuring scalable, consistent performance.
• Developed market-entry strategies, talent localization plans, and supply chain frameworks for new markets.

Network Scaling & Hyper-Growth

• Expanded network from 5 to 100+ stores across 18 KSA cities + UK + Iraq.
• Achieved 24+ new stores per year for 3+ consecutive years, sustaining rapid yet controlled growth.
• Established a centralized operations control and project management NSO team to support store openings and multi-country coordination.

Operational Excellence & Efficiency

• Reduced customer complaints from 0.08% to 0.005% through root cause analysis and SOP standardization.
• Redesigned store layouts, improving labor productivity and workflow efficiency by 20–35% per store.
• Minimized food costs by SAR 3M+ annually through SOP enforcement and competency-based training.
• Implemented cross-country process improvement initiatives, reducing bottlenecks and standardizing best practices.

P&L & Operational Governance

• Introduced monthly P&L dashboards, variance analysis, and operational KPIs, improving overall departmental efficiency.
• Directed budgeting, forecasting, and reporting for multi-country operations.
• Streamlined inventory management process efficiency, enhancing profitability.

Customer Experience Transformation

• Improved customer experience metrics by 80%, earning recognition in the Half Million Excellence Year 2024 Award.
• Launched data-driven loyalty and service programs, boosting retention and engagement.
• Integrated customer feedback loops and predictive analytics to proactively address service gaps.

Leadership, Culture & Capability

• Built leadership pipelines producing store managers, area managers, and operations leaders across all three countries.
• Implemented coaching frameworks, performance management systems, and succession planning.
• Introduced digital KPI dashboards and operational analytics, enabling data-driven decision-making.
• Fostered a culture of accountability, innovation, and operational excellence.

Strategic & Enterprise Initiatives

• Led cross-functional strategic projects, including technology adoption (POS, workforce management, analytics).
• Implemented enterprise-wide operational governance and risk management frameworks.
• Partnered with the CEO and board to define long-term growth strategy, capital allocation, and business model optimization.
• Spearheaded sustainability initiatives, including waste reduction and operations efficiency programs.

Major Achievements:

Operational Excellence & Efficiency
• Acted as the key liaison for senior leadership, resolving operational queries and driving alignment across stores
• Streamlined workflows and processes across stores, improving productivity and reducing operational bottlenecks
• Introduced KPI tracking systems to monitor operational performance and drive measurable improvements

Network Scaling & Expansion Support
• Supported operational readiness for new store launches, ensuring standardized procedures and SOP compliance
• Partnered with cross-functional teams to localize operational frameworks for store expansion projects
• Contributed to strategic planning for network growth, ensuring alignment with business objectives

Process Improvement & Cost Optimization
• Identified inefficiencies and introduced standardized processes that reduced waste and improved resource utilization
• Optimized labor allocation and store schedules, improving productivity without increasing overheads
• Implemented operational best practices that supported cost containment and enhanced gross margin

People & Leadership Development
• Coached store managers to execute operational strategies effectively and achieve performance targets
• Designed capability-building initiatives for management staff to strengthen operational leadership
• Developed processes to proactively address service gaps and ensure consistent delivery of brand standards

Major Achievements:

Operational Excellence & Process Standardization
• Led operational readiness and performance audits across KSA stores, ensuring compliance with SOPs and operational standards
• Designed and implemented workflow improvements that increased labor productivity and reduced operational errors
• Introduced standard performance tracking and reporting systems, enabling data-driven operational decisions

Network Growth & Expansion Support
• Managed operational frameworks for new store openings, ensuring consistent performance and readiness
• Developed procedures for scaling store operations across regions, ensuring consistency during expansion initiatives
• Partnered with leadership to align operational execution with business growth targets

Process Improvement & Cost Optimization
• Streamlined inventory and supply chain practices, reducing waste and controlling costs
• Implemented process improvements that enhanced efficiency across multiple operational areas
• Applied operational insights to minimize resource usage while maintaining service quality

People & Leadership Development
• Developed competency models and operational capability programs for store and regional managers
• Facilitated workshops and performance coaching to enhance execution and operational leadership
• Aligned operational improvements with service standards to increase customer satisfaction

Major Achievements:

Training Strategy & Capability Planning

• Mapped annual training plans for store-level and above-store teams.
• Designed and delivered classroom, on-the-job, mentorship, and simulation-based programs.
• Conducted training needs analysis and built competency models for promotions and career progression.

Learning Management & Knowledge Transfer

• Maintained curriculum database, training records, and train-the-trainer sessions for consistent knowledge transfer.
• Partnered with stakeholders to continuously enhance instructional design and learning outcomes.

Operational Impact & Performance

• Ensured training programs translated into measurable improvements in store performance, customer satisfaction, and staff competency.

Major Achievements:

Training Execution & Compliance

• Executed all scheduled training programs, ensuring high compliance across restaurants.
• Delivered onboarding and technical skill development programs for new management hires.

Performance & Promotion Readiness

• Maintained HRIS records and training documentation, ensuring promotion readiness.
• Developed and maintained training manuals, guides, and innovative learning resources.

Operational Support & Coaching

• Supported store audits and coached managers to close operational gaps and elevate team performance.
• Responsible for the effective distribution of Americana CPI forms in my restaurants.
• To ensure that training prerequisites are completed before staff promotion.
• Compile handbooks, manuals, guides, modules and other materials to ensure that training programs are delivered with high-quality resources.
• To be updated and innovative to ensure that the organization’s training and development activities remain current and relative.

Major Achievements:

Shift & Operational Leadership

• Managed high-volume shifts, maintaining CHAMPS and CER operational standards.
• Optimized labor scheduling and product forecasting, improving cost efficiency and operational throughput.

Customer Experience & Compliance

• Resolved customer complaints and escalations, ensuring service recovery excellence.
• Maintained compliance with health, safety, and food hygiene regulations.

Team Development & Performance

• Coached team members to consistently achieve sales, quality, and operational KPIs, fostering a high-performing shift culture.