Stevan Mac
Dartford,London
Summary
A commercially astute and high performing Operational Manager with a legacy of delivering results within projects and fast paced businesses across various sectors. A highly respected and versatile leader who supports change- orientated initiatives. Exceptional stakeholder management skills combined with an ability to tailor style and approach to the situation. Combines strong strategic and tactical leadership skills with a sophisticated range of influencing and negotiation skills, to deliver robust performance enhancing initiatives, across all levels of the organisation. Passionate with great integrity with the ability to work through challenges to achieve effective outcomes.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
Restaurant General Manager
Wendy's
London, London
01.2021 - Current
- Part of the project core team that launched Wendys UK. Opended and operated the 1st, 2nd and 8th restaurant for the Wendys and establishing a foot hold into the UK market
- Worked alongside key stakeholders in customising and optimising systems such as Harri, CrunchTime and UBER for UK operations
- Maintained strong relationships with key internal and external stakeholders as company continues to expand.
- Also worked alongside key stakeholders in refining and adapting core company systems for UK operations
- Prepared restaurant business plan by reviewing demands, analyzing competitors and developing projections for sales and finances.
- Orchestrated positive customer experiences by overseeing every area of operations.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
General Operations Manager
The Restaurant Group PLC
London
09.2019 - Current
- Managing a high volume restaurant and maximising financial performance through first class customer service and P&L management
- Leading an underperforming team ranked in the bottom 10% of the company to the top third within 6 months by
- Identifying talent, maximising potential and performance managing underperformers
- Reversed a 5% annual sales decline and increased average weekly sales by 2% within the first year
- Ensuring Health & Safety, food standards and safety are maintained at a high standard
- Driving exceptional customer service and improved social media scoring from an average of 3.2/5 to 4 within 6 months
- Providing a role model and inspiring a positive attitude to work and a strong desire to succeed
National Compliance Manager
William Hill
London, London
06.2019 - 10.2019
- Managing the retail compliance team with 11 direct reports and ensuring the retail estate of 2300 sites are fully compliant with gambling legislation and instituting practices to ensure highest possible level of compliance.
- Coached and developed team to actively listen to customers, handling concerns quickly and escalated major issues to compliance director
- Developed and managed compliance SLAs to customers both internal and external
- Created plans and communicated deadlines to complete projects on time.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Regional Gaming Manager
William Hill
London, South
04.2017 - 09.2019
- Led over 1500 people in 269 stores, through a team of 6 Area Managers and managing key projects as part of delivering the retail gaming strategy
- Achieved annual profit plan of 10% and 12% over the 2 years of engagement
- Formulated the Regional Sales Strategy to reverse a 2% sales decline and improve sales
- Managing support departments and liaising with management at all levels, to lead the delivery of key aspects of the project; Driving and overseeing the delivery of programmes end-to-end
- The design, development and roll out of the VIP scheme for high value customers generating extra £3.75m annual gross profit
- Developing and implementing the company gaming strategy and processes with stakeholder teams and working closely with Management to develop longer term strategic goals and partnerships
- Identifying & addressing business performance trends through the effective analysis of MI
- Empowered individuals to make decisions, and encouraged them to take ownership, whilst providing high support and challenge, thereby creating loyalty and desire to succeed across the Country and delivered the high employee engagement scores in the Company
- Designed and introduced a modular training package for all levels of retail teams.
Planning and Licensing Manager
William Hill
London, South
05.2016 - 04.2017
- Responsible for the preparation of all premises licence applications, variations, objections and appeals for all projects in London and the south region
- Maintain and update a list of licence applications for all betting operators for the purpose of effective strategy planning
- Monitor and document changes in Statement of Principles for Local Authorities, which can directly impact the delivery of projects within set timescales
- Liaison with Retail operations as well as Local Authorities on Local Gambling Risk Assessments, issues or changes in environment
- Risk Management and support of the Approval process including the production of Capital Expenditure Approval documents and also in production of board packages for senior management approval, involving research, production and collation of various pieces of data, photographs, plans and maps
- Monitor performance of development shops post-opening and if required collate relevant data and produce reports detailing performance related issues and ensure that support is given to the operations team.
Retail Development Manager
William Hill
London, South
08.2012 - 04.2017
- Project Values: £150k-£250k
- Acquisition of retail premises and investigating opportunities for re-site/extensions of existing premises and also new licence proposals for the purpose of expansion of the William Hill retail estate
- Negotiation of Heads of Terms, obtaining Board approvals, applying for and obtaining all Planning consents
- Liaising with, and advising, our Project Development Team and Retail Operations to keep them up to date as to progress and to effect a smooth handover of the premises and enable fit out and trading, in line with company targets and expectations
- Monitor performance of development shops post-opening, collating relevant data and producing reports detailing performance related issues and ensuring support is given to the operations team
- Business analysis of target locality including competitor analysis
- Preparation of premises licence applications, variations and appeals including giving evidence before Local
- Authority committees
- Production of Capital Expenditure Approval forms and board packages for senior management approval involving research, production and collation of data, photographs, plans and maps
- Produced training packages to help train and prepare teams for new site openings
- Business Analysis
William Hill
London
05.2012 - 08.2012
- Estate wide analysis of Football Product - Analysing cost benefit and efficiency
- Reduced the time taken to complete project by half compared to previous year due to changes to the new processes introduced
- Implemented company wide changes across company
- Building new relationships and working with other departments within the business
District Operations Manager
William Hill
East London, South
03.2010 - 04.2011
- Full accountability for 20 Retail units and125
Education
BSc (Hons) - Information System Engineering
University of Westminster
01.2002 - 01.2005
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Woolwich College
01.1996 - 01.1998
Skills
Highly articulate and confident relationship builder able to effectively motivate and communicate and experienced in stakeholder management
Track record of delivering high standard of service both externally and internally across various sectors and industries
Ability to effectively plan, organise and communicate, with the ability to adapt style as appropriate
Strong analysis skills and decision making ability with focus on achieving business goals
Highly approachable personality and strong influencing skills combined with high personal integrity focused on creating trust and developing relationships
Timeline
Restaurant General Manager
Wendy's
01.2021 - Current
General Operations Manager
The Restaurant Group PLC
09.2019 - Current
National Compliance Manager
William Hill
06.2019 - 10.2019
Regional Gaming Manager
William Hill
04.2017 - 09.2019
Planning and Licensing Manager
William Hill
05.2016 - 04.2017
Retail Development Manager
William Hill
08.2012 - 04.2017
William Hill
05.2012 - 08.2012
District Operations Manager
William Hill
03.2010 - 04.2011
BSc (Hons) - Information System Engineering
University of Westminster
01.2002 - 01.2005
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Woolwich College
01.1996 - 01.1998